Improved CX and Reduced AHT by Deploying an AI-Powered Noise Cancellation Solution for a Leading US Call Center

Challenges

The client struggled with providing high-quality customer support due to persistent background noise during calls and frequent call drops. The background noise led to unclear communication, necessitating repeated information exchanges and extending the Average Handling Time (AHT).

Frequent call drops resulted in repeated callbacks, increasing the workload for the support team and negatively impacting the customer experience. These issues combined to create a challenging environment for maintaining the client’s standard of excellence in customer support.