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Yes AI - AI Solutions Australia
Intelligent Contact Centre AI

AI Call Centre Automation That Cuts Costs & Boosts Satisfaction

Automate the bulk of routine calls, cut operational costs, and give your agents superpowers with real-time AI assistance. Purpose-built for Australian contact centres.

Book Demo (03) 9003 0111
High
Call Deflection
Automate Tier 1 enquiries
Lower
Cost
Lower operational costs
Strong
First-Call Resolution
Resolve issues instantly
More
Agent Productivity
AI-assisted human agents

Is Your Call Centre Struggling?

These challenges cost Australian businesses billions every year. AI automation addresses every single one.

Long wait times driving customers to competitors
High agent turnover and recruitment costs
Inconsistent service quality across shifts
Inability to scale during peak periods
No real-time visibility into call performance
Rising costs with flat or declining satisfaction scores

Implementation and Verification

Define the scope, test representative calls and review the results before expanding.

01

Audit & Strategy

We analyse your call data, map common enquiry types, and identify the highest-impact automation opportunities.

02

Design & Build

Our team designs AI call flows, trains the models on your data, and builds integrations with your existing systems.

03

Pilot & Validate

We run a controlled pilot with real calls, measure results against KPIs, and fine-tune before full rollout.

04

Scale & Optimise

Roll out across all channels with ongoing monitoring, A/B testing, and continuous improvement.

Complete Call Centre AI Suite

Every tool your contact centre needs to deliver world-class customer experiences at lower cost.

Intelligent Call Routing

AI analyses caller intent in real time and routes to the right agent, department, or automated flow. No more phone trees or misrouted calls.

Automated Tier 1 Support

Handle account enquiries, order status, FAQs, and simple transactions without human agents. Free your team for complex issues.

Agent Assist AI

Real-time AI suggestions, knowledge base lookups, and next-best-action prompts displayed to agents during live calls.

Quality Monitoring

AI scores 100% of calls against quality criteria. Identify coaching opportunities, compliance risks, and top performers automatically.

Predictive Analytics

Forecast call volumes, identify emerging issues, and predict customer churn before it happens. Data-driven decision making.

Workforce Management

AI-optimised scheduling, break management, and real-time adherence tracking to ensure the right agents are available at the right times.

Omnichannel Support

Unified AI across voice, chat, email, and SMS. Customers can start on one channel and continue on another without repeating themselves.

Real-Time Coaching

Live sentiment analysis and talk-time monitoring with in-ear coaching tips to help agents handle difficult conversations.

Industry Solutions

Purpose-built call centre AI for Australia's most demanding industries.

Healthcare

Support appointment enquiries and administrative message collection within a practice-approved scope. Clinical triage and prescribing remain with qualified staff; review patient-data handling before use.

  • Patient triage
  • Appointment booking
  • Prescription management
  • After-hours support

Retail & E-Commerce

Handle order tracking, returns, product enquiries, and complaint resolution at scale during peak seasons without hiring temporary staff.

  • Order status updates
  • Returns processing
  • Product information
  • Complaint resolution

Travel & Airlines

Manage booking changes, flight status queries, and loyalty programme enquiries with AI that handles surges in demand seamlessly.

  • Booking modifications
  • Flight status
  • Loyalty queries
  • Disruption management

Banking & Finance

Securely process balance enquiries, transaction disputes, and account management with full regulatory compliance built in.

  • Balance enquiries
  • Transaction disputes
  • Account management
  • Fraud alerts

Insurance

Automate claims lodgement, policy enquiries, and renewal processing. Reduce average handling time while improving customer satisfaction.

  • Claims lodgement
  • Policy enquiries
  • Renewal processing
  • Coverage checks

Telecommunications

Resolve billing queries, service outage reports, and plan changes through AI. Deflect high-volume, low-complexity calls instantly.

  • Billing enquiries
  • Outage reporting
  • Plan changes
  • Technical support

What to Measure Before and During a Pilot

Current Process

  • ✗Record current wait and abandonment times
  • ✗Count issues resolved without a repeat call
  • ✗Measure staff workload and review time
  • ✗Record how quality checks are sampled
  • ✗Calculate actual cost per completed task
  • ✗Identify peak demand and available coverage

Pilot Checks

  • Compare wait and abandonment times
  • Check completed tasks and corrections
  • Include escalation and supervision work
  • Verify automated scoring with human review
  • Include all service, usage and support costs
  • Test agreed capacity and outage fallback

Frequently Asked Questions

Common questions about AI call centre automation.

Ready to Transform Your Call Centre?

Review your call types, integration requirements and operating costs in a consultation.

Book Consultation (03) 9003 0111