Case Study: Atos cuts call volumes and improves customer service with PolyAI voice assistant

Atos reduces agent call volumes by 30% with PolyAI

Atos, a global leader in digital transformation, partnered with PolyAI to address challenges in its Customer Interaction Centers. Their government-backed financial services contract required 24/7/365 phone support, but they struggled with highly volatile call volumes, leading to long wait times, high abandonment rates, and difficulties with staffing and recruitment.

PolyAI implemented a voice assistant to handle frequently asked questions and call routing. This solution reduced agent call volumes by 30%, created capacity equivalent to 50-95 full-time agents, and cut costs. The voice assistant improved customer service by reducing wait times, provided 24/7 support, and enhanced agent well-being by allowing Atos to refocus staff on more complex, high-value calls.

Atos