Case Study: this achieves higher agent efficiency with Torry Harris Integration Solutions' Gen AI augmented customer care agent

THIS boosts agent efficiency by 40% with Torry Harris Integration Solutions

Torry Harris Integration Solutions developed a Gen AI augmented customer care agent for a leading provider of business process services, THIS. The challenge was to enhance live customer interactions for complex queries by providing real-time, contextual assistance to human agents, improving efficiency and resolution rates without replacing the human element.

The solution from Torry Harris was a modular, API-first platform built on Microsoft Azure. It provided real-time conversation transcription, context retrieval from enterprise systems, and LLM-driven response generation. The implementation resulted in a 40% increase in agent efficiency, a 50% reduction in Average Handle Time, a 25% rise in agent utilization, and a 45% improvement in resolution rates for THIS.