Case Study: Atos cuts call volumes by 30% with PolyAI voice assistant

Empowering agents, enhancing efficiency PolyAI’s voice assistant reshapes customer care for Atos

Atos, a global leader in digital transformation, needed a better way to manage highly volatile call volumes for a government-backed financial service while maintaining 24/7/365 phone support. Its traditional touch-tone IVR and 440-agent contact center struggled with seasonal peaks, long wait times, high abandonment, and difficult staffing conditions, especially as two-factor authentication was expected to drive even more demand. PolyAI’s voice assistant was introduced to support FAQs, call routing, and account management in a more scalable, digital-first way.

PolyAI built and deployed the voice assistant in just eight weeks, enabling customers to speak naturally, get answers to routine questions, and be routed to agents for more complex issues. The result was a 30% reduction in agent call volumes, with the assistant handling the equivalent workload of 50–95 full-time agents at about 50% of FTE cost. Atos also reduced wait times, improved customer service, increased agent capacity for higher-value work, and improved colleague wellbeing by reducing out-of-hours and holiday coverage.

Atos

John Murphy

Director of Customer Service