One of the largest grocery retailers in the United States had built its reputation on exceptional customer experience- but behind the scenes, its voice-based customer support operations were struggling to keep up. More than 65% of customer interactions still came through the phone, spanning six major call drivers and 23 subcategories, none of which had automated workflows in place. The existing voice bot was underperforming, IVR routing was often incorrect, and the burden fell heavily on human agents to pick up the slack, driving high manual effort and stretching Average Handling Timeout to 10 minutes per call. For a retailer built around efficiency and service quality, that gap was becoming harder to ignore. The company needed to modernize its voice channel with real automation and AI-driven intelligence, without losing the customer experience it had built its name on.
Ascendion implemented an AI-powered customer engagement platform using Google Contact Center AI (GCCAI), transforming the retailer’s voice support channel into an intelligent, automated ecosystem — designing and deploying voice bots across all six key call drivers to automatically handle high-volume inquiries and cut down on unnecessary agent transfers.
Agent Assist capabilities were introduced to bring incident summarization, knowledge search, and guided troubleshooting directly into the agent workflow, while Generative Knowledge Assist (GKA) delivered contextual recommendations to speed up issue resolution. IVR routing and containment strategies were optimized with pre-call insights, automated incident creation, and post-call summaries, and AI-driven call containment and analytics monitoring were put in place to continuously refine bot flows and routing decisions based on real interaction data.
Tech Stack:
Achieved 400+ fully contained calls per week through automated voice bot interactions.
Enabled 7,500+ partially contained calls weekly, significantly reducing agent workload.
Delivered a 25% productivity improvement across the voice support channel.
Reduced Average Handling Time (AHT) from 10 minutes to 7.5 minutes, improving both operational efficiency and customer experience.
Improved call containment and resolution efficiency, enabling faster responses to routine inquiries while freeing agents to focus on higher-value, more complex customer issues.
