AI Voice Bot for Call Centres:
How Agent Rev Reduced Wait Times by 47%
Source: Internal case study, Automate Rev AI
Challenge: Long wait times and repetitive queries overloaded staff
Solution: Agent Rev, an AI voice agent, automated Tier 1 support and call routing while reducing workload on human agents
Technologies and tools: On-premise voice AI model, Twilio Voice API, SIP trunking, Secure REST API, PostgreSQL for call logs, Docker containerisation, Speech-to-Text (Whisper), Text-to-Speech (ElevenLabs), Encrypted call data storage
Client background
Fusion is a Dubai based outsourced call centre serving multiple industries including retail, utilities, and financial services. Call volumes frequently spiked during seasonal campaigns, leaving customers waiting in long queues.
Challenge: high call volume, limited staff capacity
The call centre struggled with:
- Tier 1 overload – 60% of calls were repetitive FAQs such as “What’s my balance?” or “Where’s my delivery?”.
- Long wait times – Average wait time was over 6 minutes during peak hours.
- Staff burnout – Agents were demotivated answering basic queries rather than complex cases.
- Inconsistent customer experience – Responses varied depending on the agent’s experience.
Industry data shows that 76% of customers will switch brands after a poor customer service experience (Microsoft).
Solution: Agent Rev AI voice automation for call centres
Automate Rev AI deployed Agent Rev, a secure AI phone assistant designed to handle Tier 1 support and intelligent call routing.
- Natural language understanding
Using on-premise speech-to-text (Whisper) and text-to-speech (ElevenLabs), Agent Rev could hold natural conversations with callers, answering FAQs instantly. - Tier 1 call automation
Common queries (delivery status, account info, balance checks) were answered without human intervention. - AI call routing system
For complex issues, calls were routed to the right department automatically via SIP trunk integration. - Compliance-ready call logging
All call transcripts were securely logged in PostgreSQL for QA and compliance audits. - Scalable Docker deployment
The system ran inside Docker containers, allowing multiple parallel calls and easy scaling during peak times. - On-premise data security
Sensitive call data was encrypted and stored locally to meet GDPR and client-specific compliance requirements.
Results: measurable customer service improvements
- 52% of Tier 1 calls fully automated
- Average wait times reduced by 47%
- Customer satisfaction increased by 22% in surveys
- Agents freed to focus on complex, revenue-generating cases
Why AI for call centres is a competitive edge
By combining voice AI automation with secure on-premise deployment, Agent Rev enabled Fusion to serve more customers, reduce costs, and deliver consistent experiences.
Call us today
Transform your call centre with AI. Automate Rev AI’s Agent Rev platform automates Tier 1 queries, reduces wait times, and improves customer satisfaction. Book a free demo today.
