Client background

Our client is a nationwide network of legal advisors, operating a call center that provides counseling across a wide range of areas — from finance to healthcare. Citizens rely on their legal professionals for guidance through complex regulations, often via live video calls.

Challenge

The client’s customer service agents faced increasing pressure:

• High inquiry volumes made calls lengthy and resource-intensive

• Manual lookup of regulations slowed response times

• Administrative burdens limited the depth and quality of advice

• Agents experienced high cognitive load when juggling live calls with research

The company needed a solution to improve efficiency while maintaining the accuracy and reliability of legal counseling. Solution: Advanced Customer Service Assistant We developed a specialized AI-powered customer service assistant that provides near real-time support to legal advisors during calls. Key Features

• Live call analysis: Listens to conversations and interprets spoken content.

• Contextual information display: Surfaces relevant regulations and resources to agents instantly.

• Seamless integration: Easily layered onto existing call center infrastructure.

• Enhanced productivity: Reduces administrative tasks, allowing agents to focus on client interactions.

Results The AI assistant transformed the way customer service agents delivered legal advice, improving both speed and quality.

Key Outcomes:

• Average call times reduced significantly — in some cases by more than 50%

• Improved service quality, reliability, and customer satisfaction

• Enabled agents to provide more in-depth, relevant advice

• Reduced follow-up times and lowered cognitive load for call center teams

FAQ

What is the Advanced Customer Service Assistant?

It is an AI-powered tool that listens to live calls and provides real-time, context-specific support to agents. It is able to analyze spoken content, and provide agents with relevant information.

Who uses it?

Nationwide networks of legal advisors and customer service teams who handle complex, information-heavy inquiries.

What results does it deliver?

It reduces call times by up to 50%, improves service quality, increases customer satisfaction, and reduces agent workload.

Can it integrate with existing systems?

Yes. The solution is designed to be layered onto existing call center infrastructure for quick and easy adoption.