AI Agents for call centers
Chordia is a Washington DC based startup that uses GenAI to improve customer service. The startup hired outracoisa* to launch its platform, a project that encompassed the entire product cycle, from naming and branding to the design, development, and evolution of the platform.
The Project
Bringing an ambitious idea to life
Chordia wanted to transform the way call centers operate. The goal was to create a platform that combined artificial intelligence, real-time analytics, and automated feedback, helping both managers and agents continuously improve. Instead of replacing humans, digital agents offer intelligent suggestions based on a knowledge base that is constantly updated and verified by supervisors. In two months, we built a functional proof of concept and, from there, quickly evolved into a robust product with active customers.
The Challenge
Creating rapid value in a market full of false promises
As a startup seeking traction and investment, Chordia needed to demonstrate results quickly. The biggest challenge was proving the value of a complex technology like adaptive AI in a traditional market like call centers, without losing the innovative ambition of subverting an inefficient modus operandi. Amid distrust from both agents, who saw it as a threat to their jobs, and early customers, tired of the megalomaniacal promises made by numerous AI startups, the proof of concept needed to go beyond a simple demonstration of features.
The Process
Lean, collaborative, and result-focused
Without time for a comprehensive product vision, we adopted a lean approach, co-creating with the client based on well-defined hypotheses from early beta customers. Based on the proof of concept, we scaled the team and organized the work into agile sprints, delivering and testing features continuously, always in real applications.
The Solution
Support for agents, visibility for managers
The solution consists of two complementary products that feed into each other to provide operational intelligence. On the one hand, a native desktop application powered by an AI agent, which monitors calls in real time and provides insights to agents; on the other, a robust portal with automatically generated evaluations after each interaction, allowing managers to have a detailed view of the performance of the agents they supervise.
Results
30%
Reduction in Customer Service Costs
80%
increase in customer satisfaction
55%
Increase in Productivity and Efficiency