Phone AI Agent for Customer Communication: 3 Use Cases

Continuing our series on use cases for voice AI agents in customer communication, we would like to share how our business process automation team solves complex challenges for clients. In this article, you will find 3 real-world cases we have recently encountered.

1. How does the voice AI agent Ann handle procurement?

One of our first clients was a large pharmacy chain that needed to call suppliers to check the availability of specific medications.

For a human operator (or a team of operators), this task is quite labor-intensive: making numerous repetitive calls with the same content is not an easy job. The solution came during our collaboration with the client.

What role does the voice AI agent play?

The voice AI agent Ann became a breakthrough solution for this tedious problem. Ann can:

• Make calls to suppliers
  
• Check the range of medications, asking about specific items
  
• Handle objections once
  
• Transfer the call to a human operator
  

Results

After the first tests of the AI agent, it became clear that human operators were rarely needed on the line. Metrics exceeded expectations: stock replenishment speed increased by 32%, and the average downtime for items decreased from 3.5 days to 1.5 days.

We can say that Ann successfully completes her tasks. In the future, we plan to expand the team of voice AI agents to handle incoming calls as well. Stay tuned.

2. Telecom operator: How does a voice AI agent help people?

A large telecom operator faced overload on its first-line support: questions about balance, tariffs, roaming, eSIMs, card blocking in case of loss, and complaints about service quality were pouring in, with queues growing during peak hours. We implemented a voice AI agent that handles standard inquiries and brings them to resolution without human involvement.

What does the agent do?

The voice AI agent recognizes the subscriber by phone number. It provides balance information and explains when charges will occur. It clearly explains the current tariff conditions and suggests a better option. Before trips, it advises on roaming and sends a short guide. For disputed points, it responds politely once, and in non-standard cases, it immediately transfers the call to a live operator along with the context, so the subscriber doesn’t have to repeat themselves.

Pilot results after 3 months:

• Average call duration decreased by 28%
  
• 81% of standard questions resolved on the first attempt
  
• 64% of calls handled entirely without an operator
  
• Peak waiting time reduced to 45 seconds
  
• Customer satisfaction — 4.6/5, NPS increased by 7.2 points
  

3. Internet & TV: What could go wrong?

An internet and digital TV provider suffered from queues during prime time and repetitive calls like “Internet is down,” “Channels not working,” or “How to pay.” We launched a Phone AI Agent to handle standard inquiries and bring them to resolution without human involvement.

The agent greets subscribers by contract number and immediately helps with their issue. If “Internet is down,” it guides them through troubleshooting: checking power, cables, restarting devices. For speed complaints, it explains what affects the connection, provides a simple test, and helps choose a tariff with sufficient bandwidth for evening use. If channels or set-top boxes show “no signal,” the agent updates the channel list, checks subscriptions, provides short instructions, and sends an SMS reminder.