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AI-Powered Customer Support Agent for Call Center

Our Client is a Belgium-based call center providing essential support services to subscribers. The center handles a wide spectrum of requests — from urgent emergency cases such as individuals stuck in elevators, to routine customer inquiries and general consultations. Client’s mission is to ensure that every subscriber receives timely, accurate, and effective assistance.

Country:
Belgium
Services:
Custom Software Development
Project Management
Quality Assurance
Software Development
Industries:
AI & ML
Contact Center
BPO Solutions
Communications
Technologies:
React Js
Azure OpenAI Whisper
Twilio Flex
Node.js
NestJS
WebSockets
Redis
LangChain
Azure DevOps
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Please read the full case study by downloading a PDF
AI-Powered Customer Support Agent for Call Center
The Challange

Client faced several operational challenges in delivering efficient and consistent service:

  • Real-Time Transcriptions: Manual transcription of calls was time-consuming and error-prone.

  • Accurate Call Classification: Operators needed faster, more reliable ways to identify the correct reason for a call.

  • Standardized Instructions: Ensuring that agents consistently provided the right instructions for each call type.

  • Scalability: Handling growing volumes of calls without overwhelming human operators.

  • Operational Efficiency: Reducing manual effort while improving overall service quality.


The Solution

The Clover Dynamics team developed an AI-powered call support agent that integrates seamlessly into client’s call workflows.


AI-Powered Transcription & Context Capture

  • Implemented real-time speech-to-text transcription of conversations.
  • Ensured high accuracy in capturing multilingual dialogues.
  • Provided operators with live call transcripts for quick reference.

Automated Call Reason Detection

  • Developed AI models to automatically analyze call transcripts.
  • Categorized calls into standardized “reason buckets” (e.g., emergency, technical support, general inquiry).
  • Reduced misclassification and ensured faster routing to the correct instructions.

Instruction Matching & Guidance

  • Linked each call reason to predefined instructions tailored to the situation.
  • Delivered clear, step-by-step guidance for operators during live calls.
  • Standardized customer experience while reducing reliance on manual knowledge recall.

Scalability & Performance

  • Optimized the system to handle large volumes of calls simultaneously.
  • Designed for real-time performance with minimal latency.

Security & Compliance

  • Implemented strict data protection measures to safeguard sensitive customer information.
  • Ensured compliance with EU GDPR regulations for call data handling.
The Solution

The features

Real-Time AI Transcription
Real-Time AI Transcription
Converts speech into accurate text instantly.
Instruction Mapping
Instruction Mapping
Provides operators with standardized next steps.
High Performance & Scalability
High Performance & Scalability
Supports high call volumes without performance degradation.
Automated Call Reason Detection
Automated Call Reason Detection
Identifies and classifies customer requests.
Operator Guidance Dashboard
Operator Guidance Dashboard
Displays live transcript and suggested responses.
Multilingual Support
Multilingual Support
Handles diverse subscriber base in Belgium.

The result

  • 01

    Reduced time spent per call by providing real-time transcription and guidance.

  • 02

    Correct call reason classification reduced errors and escalations.

  • 03

    Subscribers received consistent and reliable instructions.

  • 04

    Streamlined the data processing and calculation workflows, leading to a more efficient operation and quicker turnaround times for reverse mortgage calculations.

  • 05

    Enabled client to handle growing subscriber demand without proportional increases in staff.

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