Business Challenge
As the company expanded and its carrier network grew, a critical bottleneck emerged: communication overload. The small call center team, though highly committed, couldn’t keep pace with the surging volume of inbound calls from carriers
Overloaded Call Center Dozens of carriers would call in daily to confirm dispatches, clarify delivery windows, or update route statuses. The team was quickly overwhelmed, causing response delays and operational friction.
Scalability Gridlock Manual phone handling created a ceiling for growth, with each new client and carrier straining the system further.
Communication Inconsistencies Different agents handled calls in various ways, resulting in fragmented information and conflicting instructions — eroding reliability and increasing error margins.
Solution
To overcome the scaling challenge, DevCom proposed a custom AI voice assistant to automate conversations with carriers—offering 24/7 support with faster, more consistent responses.
Custom Over Commercial
The client first tested a third-party AI tool but found it limiting and expensive. DevCom instead built a custom Proof of Concept (PoC) on the client’s Azure infrastructure — eliminating extra software layers
Team’s Approach
- Natural Voice Interaction: The assistant answered calls using client-approved scripts and maintained unique chat histories per number for continuity.
- Lifelike User Experience: Subtle sound effects (keyboard clicks, office chatter) and natural pauses made interactions feel human.
- Multilingual Expansion Ready: While the first release focused on English, the architecture was built with multilingual support in mind, preparing for French, German, and Spanish rollouts.
- Massive Parallel Capacity: Unlike a limited human team, the AI assistant could manage dozens of calls simultaneously, vastly increasing call-handling bandwidth.
- Deep CRM Integration: Each call outcome triggered automated updates: ticket creation, offer submission, and status changes—all without human intervention.
Results
What began as a reactive solution to an overloaded call center evolved into a transformative leap forward in the company’s operations.
100% Call Automation
Today, the AI voice assistant handles all inbound carrier calls, freeing human agents to focus on complex, high-value tasks.- Exponential Efficiency Gains
With the assistant able to juggle dozens of calls at once, throughput skyrocketed—unblocking the company’s growth ceiling - Milestone in AI Adoption
This initiative marked the client’s first major step into AI, and it’s already changing how they think about automation
The client didn’t just approve the project — they championed it. Acting as their own mystery shopper, they repeatedly tested the assistant, offering real-time feedback and helping refine interactions.
