Google's Cloud Contact Centre Platform – 90% of calls handled by Virtual Agent
Financial Services · 300,000+ customers
Our client operates in the financial services industry and has over 300,000 customers utilising their products daily. Our first implementation of AI with the customer was a service chatbot across their websites — integrated into their backend to enable balance checks, last transactions, order status, and general FAQs.
The Challenge
A desire to combine call centre operations to realise cost savings, combined with huge growth opportunities to onboard another 1 million customers rapidly, presented Xclamation with the opportunity to introduce Google's CCAI solution. The client had already deployed 20 Xclamation-developed Google Vertex agents using Gemini LLM and had seen the enormous potential as conversational insights from Google's Cloud platform continuously analysed, learnt, and improved the customer journey. With Google's CCAI not yet widely rolled out across APAC, Xclamation worked closely with our Google Account Management team to procure the relevant quotas for a medium instance.
The Solution
Over one month, the CCAI solution across virtual voice and chat agents was engineered and designed to deliver the full queue structure for the client — with 10 phone lines pointing into the platform, 6 voice agents, 6 website agents, and over 15 human agents trained across the CCAI functionality and workflows.
Immediate efficiency and productivity gains for staff previously handling calls. The client closed their outsourced call centre solution, realising over $100,000 in annual cost savings — while being fully positioned to scale to 1 million new customers.