From 45% Abandoned Calls to 100% Triaged: Real-Time AI Agents and CX Automation
This regional ISP faced high abandonment rates and long wait times. With Trusst AI, every call is now triaged and analysed in real time — enabling churn detection, intelligent routing, and faster resolution through AI voice agents. QA processes were redesigned to replicate best-performing behaviours and continuously improve CX outcomes.
The Challenge
A regional internet provider was facing operational strain from a 47% call abandonment rate, 30% repeat calls, and high average handle and wait times (14 and 18 minutes respectively).
With little to no call evaluations, they lacked visibility into what customers needed — particularly those who dropped out or churned. Recovery efforts were reactive, and the business had no consistent way to identify or prevent customer dissatisfaction before it escalated.
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The Solution
The provider partnered with Trusst AI to bring visibility, automation, and proactive intelligence to its contact centre operations.
Within days, all Support, Tech, Credit, and Sales queues were connected to Trusst AI. The platform began detecting high-risk churn signals, abandonment patterns, and operational blind spots in real time.
Trusst AI was also deployed with AI Voice Agents to capture caller intent, triage requests, and route customers to the most appropriately skilled teams — turning previously abandoned calls into recoverable opportunities.
The Service
The Impact
- From 45% Abandoned to 100% Triaged Calls
- 22% Churn Rate now tracked and acted on in real time
- Reduced AHT & Wait Times through AI triage and intelligent routing
- Improved Resolution Speed and coaching consistency across teams
- New Use Cases Unlocked for automation and agent assistance
By capturing and analysing every interaction, the provider transformed its operations from reactive to predictive — reducing effort, improving retention, and enabling smarter, faster decision-making.
“Before Trusst, we were blind to what was actually happening in our queues. Now, every call tells a story — and we can act on it immediately.”
— Head of Customer Operations, Regional Internet Provider
