Client Overview
Our client is one of India’s top online real estate marketplaces and handles a high volume of customer inquiries every day. Their challenge remains reliance on contact center, which are expensive and unable to perform during peak demand hours.
This resulted in frustrated customers and rising operational costs. Having approached us with this challenge, Spiral Mantra's AI engineers designed and deployed an AI-powered inbound voice bot for them. Our bot is capable of handling large volumes of customer queries, directly bettering cost efficiency and allowing contact center agents to focus on high-priority rather than low hanging fruits.
Challenge
Long Wait Times: Depending on the rush, buyers, sellers, and brokers usually had to wait between 5 and 20 minutes for common queries.
Agent Overload: High call volumes often caused agent tiredness, improper responses, and missed leads during peak hours.
After-hours Support: The non-possibility of after-hours support often led to missing high-value leads.
Lost Conversions: Poorly handled calls meant less site visits and revenue.
Our Solution
We designed and implemented an AI-powered voice bot that was capable of handling high volumes of inbound customer calls. For this solution, we used NLP-based intent detection to understand customer queries in real time, respond accordingly, and automatically update CRM systems without the need for any support.
For complex query, the AI bot transferred the calls to human agents who were trained for such incidents. Till date, our team continues to maintain and optimize its AI system to improve response accuracy, scalability, and customer engagement.
Business Outcome
Post successful implementation of our AI Bot Solution, our client saw a significant improvement in the quality of calls handled, a 33% improvement in lead conversion, and approximately 1cr saved annually. This money was reutilized in their ongoing marketing strategies, being a win-win situation for the client.
Tech Stack
