Leading Retailer Revolutionizes Call Center Experience with AI Voice Assistant

A leading US-based retailer partnered with Insight US to transform its call center operations using generative AI. Previous IVR systems required human agents to handle 90% of all customer inquiries, resulting in inefficiency and a poor customer experience. Through a collaborative Envisioning workshop, Insight US and the retailer identified call center automation as a high-impact use case for AI implementation. The solution involved deploying an interactive voice assistant powered by Azure OpenAI Service, integrated with Azure Communication Services for call handling, and leveraging retailer data from Azure SQL and Azure Database PostgreSQL. The generative AI-driven voice assistant automates responses to common customer queries and seamlessly connects to the retailer's databases for real-time information. Insight US ensured that the solution fit into the retailer’s existing Azure infrastructure, with secure data access and custom logic via RAG (Retrieval-Augmented Generation). The deployment allows the retailer to deflect a significant portion of inquiries from human agents, freeing them to focus on higher-value tasks and improving customer satisfaction. The partnership demonstrates a systematic approach to digital transformation, emphasizing technology alignment with business value. Insight US continues to collaborate with the retailer on refining the solution and roadmap for future AI use cases.