PremiumCell Cluj
Online electronics retailer that reduced call-center costs by 35% through automated order confirmation and 24/7 customer support.
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The Challenge
As an online electronics retailer with a broad national client base, PremiumCell received high volumes of calls for order confirmations, product availability inquiries, delivery status updates, and basic post-sale technical support. The traditional approach of human operators available only during business hours was no longer sufficient.
Our Solution
We deployed a dual-role AI voice agent: an outbound operator for order confirmations and an inbound assistant for customer support. For new orders, the agent calls buyers shortly after they place an order online to verify essential details. For inbound calls, the agent automatically handles routine requests: order status, return policy information, and warranty activation steps.
Results
Call-center operating costs were reduced by approximately 35% as the AI took over a large share of calls automatically. The rate of incomplete orders dropped considerably. Customers now enjoy 24/7 phone support; whether they call late at night or on the weekend, they are immediately greeted by a friendly, knowledgeable voice.
Key Benefits
- 35% reduction in call-center staffing costs
- 24/7 service with zero wait times
- Higher order completion rate
- Consistently high interaction quality
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