Case Study: Canadian Telco cuts contact centre handle time with Architech’s AI-grounded knowledge search

Canadian Telco cuts agent search time 30 to 40% with Architech

A major Canadian telco provider faced significant challenges with its fragmented and end-of-life knowledge management systems, which were increasing contact centre handle times and offshore support costs. Their agents struggled to find reliable answers across disjointed systems, often resorting to outdated personal bookmarks. The vendor, Architech, was engaged to design an AI-powered solution to consolidate this knowledge and improve search efficiency.

Architech implemented an AI-native knowledge management platform using Azure OpenAI and Azure AI Search. The solution provided agents with fast, generative answers grounded in the company's own knowledge base, with each response traceable to a verified source. This resulted in a 30 to 40% reduction in agent search time and a more than 10% decrease in handle time, significantly cutting operational costs and improving answer quality.