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AI-Integrated VoIP Platform for Automated Service Request Processing

wezom

Manufacturing

Consumer products & services

Operational Inefficiency in Service Request Handling

Manual transcription of equipment serial numbers during customer service calls led to time-consuming processes, potential human errors, and reduced service capacity during peak periods. Legacy systems lacked integration between telephony infrastructure and AI-driven automation capabilities.

About the Client

A century-old American multinational manufacturer of air conditioning systems seeking digital transformation in customer service operations

Digital Transformation Goals

Develop cloud-native IP telephony infrastructure with AI capabilities
Implement automated serial number recognition through voice-to-text processing
Enhance call center efficiency through intelligent call routing and analytics
Reduce manual data entry workload by 80% or more

Core System Capabilities

Voice-activated serial number recognition using OpenAI models
Real-time call queue visualization with client context
Automated call recording and metadata tagging
Performance analytics dashboard for agent productivity tracking
Database integration for immediate equipment information lookup

Technology Stack Requirements

OpenAI voice recognition API

WebRTC for VoIP

Cloud-native microservices architecture

System Integration Needs

Existing CRM database
Call center performance metrics tools
Enterprise authentication system

Operational Requirements

High-availability architecture for 24/7 call handling
Real-time processing latency under 500ms
HIPAA-compliant data security measures
Scalable infrastructure for seasonal demand fluctuations

Expected Business Outcomes

Implementation will reduce manual processing time by approximately 75%, eliminate transcription errors, and enable handling of 300% more service requests during peak periods. Enhanced analytics capabilities will provide actionable insights for continuous service improvement, while AI-driven automation will free staff for higher-value customer interactions.