Call Center Automation & AI-Powered Contact Center

Call Center Automation: Transform Customer Experience with AI

Lower call center costs and increase customer satisfaction with AI-powered self-service IVR, WhatsApp chatbot, and agent-assist capabilities. Raise self-service resolution rates to 40-60%.

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Current State

Key Challenges in Call Center Operations

High Call Volume Is Hard to Manage

Call spikes exceed agent capacity, increasing wait times and reducing customer satisfaction.

Repetitive Questions Consume Agent Time

Repetitive requests like order status, invoice details, and branch hours occupy most agent capacity, leaving less time for complex issues.

Long Call Duration and Low Satisfaction

Agents lose time across multiple screens to access customer data; average handle time increases and first-resolution rates stay low.

After-Hours Support Is Costly

Night and weekend support is either limited or maintained through expensive shift models, negatively impacting experience in both cases.

High Attrition and Training Cost

High turnover in contact centers requires continuous hiring and training, driving up cost and reducing service quality.

Technical Infrastructure

Intelligent Customer Support with TechLink Call Center Automation

We automate a significant portion of customer demand through AI-powered self-service channels, intelligent routing, and agent-assist tools.

AI IVR

Intelligent IVR that understands customer intent via voice and provides automated resolution

WhatsApp Bot

24/7 multi-channel WhatsApp chatbot connected to CRM

Agent Assist

AI assistant that provides real-time information and next-best-action guidance

Call Analytics

Quality management with sentiment analysis, topic classification, and performance metrics

Benefits

Results You Will Achieve

40-60%

Self-Service Resolution Rate

Forty to sixty percent of customer requests are resolved through self-service channels without agent involvement.

30%

Reduction in Average Call Duration

With Agent Assist, agents access information faster, reducing average handling time by thirty percent.

Improves

First Call Resolution

Accurate routing and contextual support significantly increase first-call resolution rates.

24/7

Without Additional Cost

AI self-service channels continue after hours without additional staffing cost.

35%

Agent Productivity Increase

By automating routine interactions, agents can focus on complex, high-value requests.

Methodology

Our Implementation Process

Week 1

Discovery

Call categories, volume distribution, and current infrastructure are analyzed.

Weeks 2-3

Design

IVR flows, chatbot scenarios, and routing rules are designed.

Weeks 3-6

Development

AI models and integrations are developed and tested with real data.

Weeks 6-8

Go-Live

Agent training is completed, solution goes live, and performance monitoring begins.

FAQ

Frequently Asked Questions

Yes. It works with SIP trunk, PSTN, and cloud telephony systems. Integration is delivered without replacing your current PBX, including enterprise platforms such as Avaya, Cisco, and Genesys.

API integrations are provided for Salesforce, Dynamics 365, Freshdesk, and other CRMs. Customer records are fetched automatically at call start, and notes/tickets are created automatically at call end.

Yes. Azure Cognitive Services Turkish speech models are tuned for your domain terminology, with training that tolerates accent and dialect variation.

Calls are seamlessly transferred when requested by the customer, for specified scenarios, or when AI cannot resolve the issue. Conversation summaries are passed to the agent automatically so customers do not repeat themselves.

All calls are recorded, with automatic transcripts and sentiment analysis. Real-time Power BI dashboards track volume, topic distribution, resolution rates, and customer satisfaction.

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Bağcılar, İstanbul