Unify AI voice agents, AI digital agents, and human agents in one operating model. Route, resolve, and escalate with precision to reduce transfers and improve resolution speed.
Maintain consistent customer experiences with structured workflows, escalation rules, and QA oversight. Designed for compliance, audit readiness, and predictable performance at scale.
Handle volume spikes from outages, promotions, seasonal peaks, and policy changes without backlogs. Flex capacity across AI and human coverage while protecting hold times and SLAs.
Reduce cost per resolved interaction by shifting repetitive work to AI and optimizing human staffing for what remains. Improve efficiency while maintaining or improving CSAT.
AMI operates AI orchestrated contact center operations that combine AI voice agents, AI digital agents, and experienced human agents into one seamless delivery model. Routine interactions are resolved through automation, while complex or high emotion cases are escalated to trained specialists. The result is faster resolution, consistent service quality, and a measurable reduction in cost per resolved interaction, without sacrificing customer experience. Powered by AMI’s proprietary orchestration platform, Orvera.
Inbound Customer Support | Outbound Customer Engagement | AI Voice and Digital Automation | Human Agent Escalation and Surge Support | Quality, Compliance and CX Analytics |
|---|---|---|---|---|
Handle high-volume customer questions with consistent, policy-aligned responses. AI resolves routine requests while specialists manage exceptions and sensitive cases.
Support billing inquiries, payments, refunds, and account updates with faster resolution and fewer transfers. Structured workflows improve accuracy and reduce repeat contacts.
Resolve common technical issues through guided troubleshooting and smart escalation. Specialists step in for complex diagnostics and edge cases.
Provide order status, delivery updates, returns, and changes with high containment and lower handle time. Designed to reduce “Where is my order?” contact volume.
Automate scheduling, rescheduling, reminders, and confirmations while maintaining a natural customer experience. Escalate for special handling and exceptions.
Deliver consistent support across multiple languages while preserving brand tone and policy requirements. Ideal for diverse customer bases and peak periods.
Improve contact rates and reduce manual dialing with structured outreach. Escalate sensitive cases to trained staff as needed.
Reduce no-shows with reminders, confirmations, and easy rescheduling. Supports voice and digital outreach based on customer preference.
Engage at-risk customers with guided outreach and clear resolution paths. Route live negotiations and empathy-driven conversations to specialists.
Send proactive updates for delays, outages, policy changes, and service restoration. Reduce inbound spikes by answering common questions upfront.
Capture structured feedback at scale and identify recurring drivers of dissatisfaction. Flag priority issues for follow-up.
Improve activation and reduce early churn through guided onboarding. Ensure customers understand next steps and support options.
Deploy AI voice agents for high-volume interactions with rapid time to value. Built for containment, accuracy, and seamless escalation.
Convert SOPs and business rules into structured conversation flows. Designed for consistency, compliance, and scalable performance.
Detect intent early and route customers to the right resolution path. Reduce transfers and speed up resolution.
Launch automation programs focused on top contact drivers and seasonal spikes. Track containment and escalation quality in one model.
Extend automation to chat, SMS, and email to reduce backlog and improve response speed. Maintain consistent policies across channels.
Connect workflows to CRMs, ticketing systems, and contact center platforms to complete actions and log outcomes securely.
Specialists handle sensitive interactions requiring empathy and nuanced judgment. AI supports context capture and documentation.
Resolve exceptions, disputes, and edge cases with playbooks and QA oversight. Designed to prevent repeat contacts.
Scale capacity during outages, promotions, or seasonal peaks without long hiring cycles. Protect SLAs and customer experience.
Operate behind the scenes under your brand and operating standards. Combine AI and India-based teams to improve margins and scalability.
Choose dedicated teams for specialized programs or shared models for flexible coverage. Includes performance management and reporting.
Extend coverage beyond business hours while maintaining governance and quality. Ideal for multi-time-zone operations.
Continuous monitoring of AI and human interactions using scorecards aligned to your policies. Improve consistency and performance over time.
Apply guardrails, documentation, and escalation controls for regulated workflows. Built for audit readiness and traceability.
Track containment, escalation rate, hold time, SLA adherence, and resolution quality. Provide clear reporting for leadership reviews.
Operate with outcome-focused targets and accountability across AI and human delivery. Identify drivers impacting CSAT and resolve them quickly.
Lower cost by shifting repetitive work to AI and optimizing specialist coverage. Improve efficiency without sacrificing customer experience.
Ongoing tuning of workflows, knowledge, and routing based on real interaction data. Improve outcomes month over month.
We align on your top contact drivers, current hold times, CSAT, and cost per resolved interaction. We define success metrics, escalation rules, and the initial scope.
We select 2–3 high-volume use cases to launch first and define the orchestration design across AI and human coverage. You get a clear pilot plan, timeline, and reporting view.
We set up secure connectivity and integrate with your contact center stack and business systems as needed. This enables routing, logging, and closed-loop resolution while meeting your security requirements.
We configure conversation workflows from your business rules and knowledge, and implement QA scorecards and escalation policies. We validate performance through test calls before launch.
We go live quickly and monitor performance daily. Over the next few weeks, we expand coverage, improve containment, and tune escalation, quality, and outcomes.
