AI Automation :Contact Center Launch Pad
Industry: Sales Industry Duration: Aug 2025 - Ongoing Role Project Manager
Discovery
Development
UAT & Deployment
Go-Live
The program aims to provide a Launchpad to automate repetitive customer interactions, accelerate lead-to-order and case-resolution processes, and deliver a consistent omnichannel experience for customers. AI agents will proactively assist customers throughout their journey—from product discovery and sales enquiries to order management, invoicing, renewals, and post-sales support—while empowering service teams with real-time recommendations, knowledge retrieval, and next-best actions.
Executive Summary
CONTEXT
Currently, the company has a very human-oriented Sales and Sales Ops, which is the first line of sales interaction. Still, the company needs a second line of sales comprising Sales Agents, BOTs, IVR-based interactions, Robotic process automation taking the bulk of the process executions and enquiries, knowledge-based customer answers, and omnichannel routing.
MY ROLE
Lead and direct the successful delivery of the programmes, ensuring alignment with strategic goals, timelines, scope and budget. Delivery governance, planning and execution oversight
RESULT
Build a foundation which will lead to 25-40% reduction in contact center operational efforts, 24x7 omnichannel customer support delivering consistent experiences, reduced average handle time, and faster first contact resolution through AI-assisted agent guidance, Increased Sales conversion and revenue through personalised recommendations, proactive engagements, improved CSAT and NPS score