Imagine this: a large company serving hundreds of thousands of customers in a large city in Kazakhstan. A huge subscriber base, thousands of calls to the call center daily. Everything seems to be under control. But what if a significant part of the budget allocated for communication with clients literally goes down the drain?  

This is exactly the invisible problem faced by one of our clients, a leading utility provider. The management wanted not only to analyze the work of the call center and understand its effectiveness, but also to find ways to increase monetization.: We should actively offer additional services and equipment, and reduce the outflow of customers to competitors. The task is ambitious, especially when operators are overloaded with routine tasks like collecting meter readings and answering questions about charges.  

A first look under the hood: What were 20,000 calls hiding?

To understand the situation, the company decided on a project with AICA, a Kazakhstani AI–based telephone conversation analysis service. The service "listened to" and analyzed tens of thousands of real call center calls, both incoming and outgoing.  

The AI impartially transcribed and evaluated conversations (recognizing Kazakh, Russian and mixed speech), identified the main topics of the appeals, assessed the quality of service and the efficiency of the operators. The results were stunning.  

Shocking numbers and inefficiency:

• More than 50% of all calls lasted less than 15 seconds! And for outgoing calls, this figure reached 70%. These are "empty" ones calls, resets, requests to call back – operators' time and the company's money, wasted money.  
• 60% of the call center's time was gone for ineffective actions. The operators literally "called without the result."
• High cost of the call: Each call cost companies average 120-150 tenge. With this level of inefficiency The financial losses were enormous.  
• Focus on routine: The main topics are collecting readings, accidents, debts, errors in receipts. The operators were absorbed They did not have the opportunity to engage in sales.  
• Quality of service: Due to the large number of short calls, it was difficult to evaluate the quality of service in more than half of the cases impossible, and about 10% of the evaluated calls showed a low level of service. Problems in communication and conflict management were also identified.  

AI not only makes a diagnosis, but also offers treatment.

The AICA analysis allowed not only to identify problems, but also to propose concrete steps to solve them.:  

1. Routine Automation: Why waste expensive time an operator for tasks that the robot can handle? WhatsApp Bot Implementation (the cost of correspondence is 6-7 times lower than the cost of a call!) to collect testimony, mass notifications, and working with debtors can increase efficiency at times.  
2. Reorientation of the call center to sales: By freeing operators from routine, they can and should be trained and motivated to solve complex issues, consult and, most importantly, sell additional services and equipment.  
3. CRM implementation: Creation of a single database customers and its integration with communication channels (including WhatsApp) and telephony is the key to a personalized approach and effective sales.  
4. Improving your online presence: A modern website and an active using maps (for example, 2GIS) with full information about services and prices and the possibility of fast communication – these are free or inexpensive tools. to attract and retain customers.  

The future of customer service is already here

This case is a vivid example of how Artificial Intelligence can become a powerful tool for business transformation. AICA helped a large company to see hidden problems, find growth points and develop a strategy to increase the efficiency and monetization of the call center.  

And your call center can also work more efficiently! If you are facing similar challenges – high maintenance costs, operator overload, missed sales opportunities – it may be time to look at your customer communications through the lens of the AICA Service.