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About the Company

SwiftConnect Telecom is a regional internet and mobile services provider headquartered in Manchester, UK. Founded in 2011, the company serves over 150,000 customers across residential and business segments. As its customer base grew, SwiftConnect faced rising call volumes, long wait times, and high support costs — all impacting customer satisfaction and team productivity.

Client Overview

SwiftConnect partnered with Destro Technologies to implement an AI-powered calling agent capable of handling routine customer queries and outbound notifications. The goal was to automate repetitive interactions, reduce agent workload, and deliver faster, round-the-clock customer service without compromising quality.

Project Summary

Destro Technologies developed and deployed a Voice AI system that uses natural speech recognition and conversational intelligence to engage customers just like a human representative. The system was trained to handle billing inquiries, payment reminders, plan upgrades, and service outage updates — fully integrated with SwiftConnect’s CRM and telephony systems.

Challenges

  1. Overloaded call centers with long customer wait times
  2. High operational costs from 24/7 human agent support
  3. Repetitive inbound calls for common issues like billing and usage inquiries
  4. Need for a consistent and natural voice experience to maintain brand trust
  5. Integration with existing CRM and VoIP systems without downtime

Solution

  1. Designed and deployed a custom AI calling agent powered by advanced speech recognition (ASR) and natural language understanding (NLU)
  2. Integrated the system with CRM and VoIP platforms for real-time data access
  3. Trained the AI to handle top 50 recurring call scenarios with personalized responses
  4. Enabled outbound campaign automation for payment reminders and feedback collection
  5. Provided continuous learning and voice tone tuning for natural conversation flow

Results

  1. 70% of inbound calls now handled autonomously by the AI agent
  2. Average response time cut by 85%, improving customer satisfaction scores
  3. Support costs reduced by 40% within the first quarter
  4. Call resolution accuracy reached 93% through ongoing NLP model optimization
  5. 24/7 customer engagement with zero downtime since deployment

Our Client Review

‘The AI calling solution from Destro Technologies has been a game-changer for us. Our customers now get instant responses day or night, and our support costs have dropped significantly. It’s like adding 50 new agents — without hiring anyone.”

Richard Hale

 Customer Experience Manager — SwiftConnect Telecom