We are constantly hit with the same message: businesses must adapt quickly to the ever-evolving needs of their customers. As customer expectations grow, traditional Contact Center solutions are being replaced by more efficient, scalable, and cost-effective alternatives—chief among them is AI. One notable example of this shift is a leading food delivery platform partnered with Replicant (a cutting-edge voice AI provider) to revolutionize its Contact Center operations. By automating the process of placing customer orders with restaurants, the company eliminated its reliance on offshore agents, reduced operational costs, and significantly increased efficiency.
The Challenge: Scaling with Demand
The company faced significant challenges when dealing with the unpredictable spikes in call volume during peak meal times and weekends. In response, the company had to overstaff its Contact Centers during these busy periods, which led to underutilized capacity during off-peak hours, ultimately resulting in inflated costs. A solution was needed that could scale with demand, improve service quality, and drive cost-efficiency.
The Solution: AI-Powered Automation
The company turned to Voice AI to automate the process of placing orders. In just six weeks, the AI system scaled from handling zero to over 35,000 automated calls daily, adapting seamlessly to fluctuations in call volumes.
With a success rate of 94%, the AI solution matched (and eventually surpassed) the performance of human agents, all while operating at a fraction of the cost.
Key Outcomes:
Rapid Scalability: The AI scaled quickly from zero to 35,000 daily calls, handling varying call volumes effortlessly.
High Success Rate: The AI achieved a 94% success rate in order placements, closely mirroring human agent performance.
Cost Efficiency: The elimination of offshore agents resulted in significant cost savings, operating at a much lower cost per minute than human agents.
Enhanced Merchant Experience: Merchants found the AI more effective than human agents in noisy kitchen environments, reducing call hang-ups and improving customer satisfaction.
AI's Expanding Role in Consumer Services
The food delivery platform's success story is just one example of how AI is revolutionizing Contact Centers. In fact, AI's impact is being felt across various industries, with major companies adopting automation to improve service quality while controlling costs:
- A 2023 McKinsey report reveals that AI-enabled customer service can enhance customer engagement and open up new opportunities for upselling and cross-selling while reducing service costs.
- The retail industry is also embracing automation technologies. According to The Guardian, UK retailers are utilizing AI-powered tools to improve efficiency, cut staff costs, and streamline operations.
- In the fast-food industry, Wendy's is using AI to cut drive-thru wait times by 22 seconds, all while maintaining staff levels, showcasing how AI can balance cost savings with service enhancement.
- Even consumer adoption of AI is on the rise. Personalized AI experiences in online shopping are gaining traction, with customers appreciating the tailored services provided by AI.
Why Conversational ai?
Conversational AI solutions are part of a broader trend where AI is helping businesses scale their operations, reduce reliance on human agents, and improve customer experiences. The rapid success seen by the food delivery platform highlights how businesses can reduce operational costs, enhance productivity, and deliver a more efficient service by integrating AI into their Contact Center operations.
With the continued growth of AI technology, it’s clear that businesses will need to embrace AI-driven solutions to stay competitive in today’s ever-evolving landscape. The success of Replicant in automating order placement is a testament to the power of AI to streamline workflows, reduce costs, and improve customer service, making it a valuable solution for businesses across industries.
Conclusion
AI is reshaping Contact Centers and consumer services by improving operational efficiency, reducing costs, and enhancing customer satisfaction. The food delivery platform’s partnership with Replicant is a shining example of the profound impact AI can have.
As more businesses adopt AI-powered automation, the potential for improving service delivery and staying ahead in a competitive market will only continue to expand. Conversational AI stands at the forefront of this transformation, offering a scalable, cost-effective solution to meet the demands of modern customer service.
Why Contact MYRIAD?
With MYRIAD, you gain a partner in revolutionizing your Contact Center operations. Our solution partners provide technologies that empower your business to handle high volumes of inquiries, reduce manual tasks, and deliver unparalleled client experiences—all while increasing efficiency.
MYRIAD and Replicant are currently offering a free Call Assessment. We will evaluate your calls and receive a tailored report for Contact Center. Empower your business with data-driven insights and create an AI-powered roadmap for enhanced efficiency and cost reduction. Discover how Conversational AI can make a real impact on patient satisfaction and retention.
Source Articles: McKinsey (March 2023) | The Guardian (January 2025) | The Sun (January 2025)
