A company deployed an AI contact center across five brands and expanded it from daytime overflow to 24/7 coverage. The AI agent reduced wait times during business hours, while multi-tenant setup let staff handle calls across brands at once, raising booking rates and cutting abandoned calls.
It was really easy to add into our workflows that we already had established. We were going to originally roll it out just to handle our during the day overflow calls, but we actually have rolled it out to take those as well as our after hour calls because the experience has been much more uniform than our answering service ever has been. And we already are incredibly happy the results we're seeing. We knew that the team developing it had a really strong base and care about the customers and their experience. And the phones are the life of our company. And so we really felt comfortable trusting the product to roll it out with one of our smaller tenants. During our open business hours, we give the customers the chance to talk to an AI agent instead of waiting on hold. So it's already going to decrease the amount of time the customer has to wait to actually talk to someone. With Contact Center Pro, before we had our call center split into three, four different companies, the moment that we went multi tenant, we had CSRs that could then be in multiple companies at once. And so no longer were we having a small section of our staff. We actually had our whole staff available to answer the calls all the time. What that led to was our inbound calls weren't going to our overflow service. They were all being answered by our CSRs that are trained the way that we want them to talk to our customers. That led to our booking rate increasing because they were handling it there, right there on the call. Our abandoned rate went down because we had more bodies available to answer the calls as they came in. They didn't have to wait through the hold to get to our answering service. And so that's already had a huge impact.
