Virtusa approached the challenge of improving customer service quality and operational efficiency by embedding AI across the contact center environment. Working closely with the client’s contact center and technology teams, Virtusa identified the highest-impact use cases and developed a scalable solution powered by Google’s Contact Center AI (CCAI) Agent Assist and CCAI Insights. By integrating conversational AI, Retrieval-Augmented Generation (RAG), and real-time analytics, the system operated across voice and chat channels, surfaced relevant information during live interactions, and continuously improved through real-time feedback and performance analytics.

Key features include:

Automated voice and chat handling: Dialogflow CX powered virtual agents that detected user intent and handled high-volume provider inquiries, reducing agent workload and improving response consistency.
Retrieval-augmented generation (RAG) integration: The system retrieved contextual data from backend sources in real-time, allowing AI-generated responses to remain relevant and accurate.
Real-time agent assist: On-screen guidance helped agents respond more effectively during live calls. Manual overrides and feedback options enabled ongoing model improvement.
Pre-call and post-call summaries: Before each interaction, agents were provided with the caller context. Post-call documentation was auto-generated to support audit readiness and training.
Analytics and insight dashboards: The platform tracked key metrics, including call trends, resolution times, sentiment, and compliance. This gave teams the visibility needed to drive continuous improvement.

Measurable impact across operations, experience, and compliance

Operational excellence
- Automated high-volume intents, freeing agents to focus on complex needs
- Achieved 95% solution accuracy with minimal latency (5–7 seconds)
- Reduced agent workload and improved response efficiency
Superior customer experience
- Faster, more accurate issue resolution reduced wait times and improved first-call resolution rates
Data-driven decision-making
- Real-time insights and trend analysis to optimize contact center performance
- Comprehensive compliance, audit, and training support through detailed call documentation

5-7s

95%

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