AI-Powered Customer Support Automation

1. The Challenge

The client — a French-based customer-facing business — was facing rising costs tied to their traditional call center operations.
They were looking for a modern solution that could both reduce overhead and improve response times without sacrificing customer experience.

Specifically, they needed an AI system that could:

• Handle inbound phone calls in natural French
• Understand customer intent and respond accurately
• Route complex requests to the right departments
• Operate securely and comply with French data handling standards

2. The Solution

We developed and deployed a realistic AI voice assistant using advanced speech-to-text and text-to-speech technologies, combined with a custom LLM layer for dynamic conversation management.

Key components of the solution included:

• Blend AI and Twilio for telephony integration and voice synthesis
• LLM-powered intent recognition for natural, multilingual dialogue (starting with French)
• Intelligent call routing logic based on context and urgency
• Fully self-hosted deployment to meet security and privacy standards
• Modular architecture allowing easy expansion to other languages or regions

This assistant was trained to engage in human-like dialogue, handle FAQs, and smoothly hand off calls to humans when needed — all without holding queues.

3. The Result

The AI voice assistant introduced a new level of efficiency and immediacy in customer support, enabling:

• Significant projected cost reduction in call center operations
• Faster customer resolution times via instant interaction
• Improved customer satisfaction through natural, 24/7 support
• A scalable foundation for multilingual voice AI across departments

The system proved not only functional, but flexible — with potential applications in sales, onboarding, and support across other business units.

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