A Manila-based BPO with 500+ contact center agents was struggling with after-hours call coverage and high staffing costs for routine inquiry handling. Over 30% of calls came in outside business hours with no coverage, resulting in lost leads and frustrated customers.
AICore deployed a trilingual AI voice agent (English, Filipino, Bisaya) integrated with the client's existing telephony stack via Vapi. The agent handles routine inquiries, qualifies leads, logs call data to Google Sheets, and escalates complex cases to human agents during business hours.
The AI agent handles our after-hours calls better than we expected. Setup was fast and the team was responsive throughout.