Telco: Intelligent Contact Centre Transformation with Voice AI
Replacing legacy IVR with a production voice AI system capable of handling complex customer journeys end-to-end.
A national telecom operator with 2.4M subscribers was running a legacy IVR system with a 68% escalation rate and average handle times of 11 minutes — driving customer churn and operational costs. MTC deployed an enterprise voice AI system with NLU, dialogue management and seamless human handoff.
Enterprise AI Stack™ Layers Involved
The Challenge
- 68% escalation rate from IVR to human agents
- 11-minute average handle time (industry benchmark: 6 minutes)
- 42% of calls handled outside business hours with no AI capability
- Customer satisfaction score of 54% — lowest in competitive set
- Agent attrition of 38% annually due to repetitive query load
Solution Architecture
- Streaming ASR with domain-adapted language model for telecom terminology and regional accents
- Multi-intent NLU with entity extraction for account, billing, network and product queries
- Stateful dialogue manager handling multi-turn conversations with context persistence
- Real-time CRM integration for personalised, account-aware responses
- Intelligent human handoff with full conversation transcript and intent summary
- 24/7 AI coverage with sub-300ms end-to-end latency
Implementation Phases
Phase 1 (Weeks 1–4)
Intent & Data Analysis
Call recording analysis, intent taxonomy design, training data curation from 50,000 historical calls.
Phase 2 (Weeks 5–10)
Model Development
ASR fine-tuning, NLU training, dialogue management system build, CRM integration.
Phase 3 (Weeks 11–14)
Pilot Deployment
5% traffic pilot, performance monitoring, dialogue improvement iteration.
Phase 4 (Weeks 15–18)
Full Rollout
Full traffic migration, agent handoff optimisation, CSAT measurement framework.
Key Outcomes
Governance Approach
All conversations logged with full audit trail, PII redaction in storage, consent management for call recording, CSAT and quality monitoring dashboards, escalation trigger governance.
Security Architecture
No PII stored in AI system, CRM integration via encrypted API, real-time PII redaction, role-based access to conversation logs.
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