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Let AI answer routine customer calls before staff pick up
Thai logistics group SCGJWD says it uses AI to answer customer calls and questions in its call center, cutting the calls staff handle from over 1,000 a day to fewer than 20.
What they did
SCGJWD put AI on the front line of its call center to pick up calls and answer customer questions. Only the calls the AI cannot handle reach human staff. The company's digital innovation head presented it as the first step in a wider AI program that also covers driver-safety cameras and delivery-document processing.
How it went
The company says staff went from answering more than 1,000 calls a day to fewer than 20.
Worth knowing
This was stated in a conference talk reported by TechTalkThai; the vendor, customer satisfaction and how unresolved calls are handed over were not described.
Try it with Custom agent
Here are transcripts of <number> recent customer calls to our <business type> call center: <files>. Group them by reason for calling and estimate what share could be fully answered from <your FAQ and order tracking system>. For the top five reasons, write the answer an AI phone agent should give, the information it needs to look up, and the exact point where it should hand over to a person.
We wrote this prompt from the case. Replace the parts in angle brackets with your own details.
What this label means: User reports
Someone using it at work posted about it. Any numbers are theirs, so we write "the poster says".
Real cases of AI agents at work, from every major agent, each linked to where it was first reported. Rewritten in our own words, most with a prompt you can try. These are not Wize customers.