Case Study
Voice AI Platform: 2M+ Calls Handled, 60% First-Call Resolution Improvement
Fintech · Customer Experience
The Challenge
A major financial services company handling 500K+ customer calls monthly needed conversational AI that resolves common queries autonomously while seamlessly escalating complex cases with full context to human agents - across English, Hindi, and regional languages.
The Solution
NINtec deployed a voice AI platform with natural language understanding, multi-turn conversation management, real-time sentiment analysis, and intelligent agent handoff with full conversation context. The system continuously learns from interactions, improving resolution rates month over month.
Results
2M+
Calls Handled
60%
FCR Improvement
38%
Cost per Interaction Down
4.2/5
Customer Satisfaction
Technology Stack
PythonASR EngineNLU ModelsWebSocketRedisAWS