Unified AI customer service strategy
A multi-modal GenAI platform strategy unifying voice, chat, email, video and social into one AI brain — projecting 70–80% automation and 85%+ cost reduction for enterprise contact centres.
- Role
- Solution architect & strategist
- Completed
- Jan 2026
- GenAI
- LLM orchestration
- Voice AI
- Python
- AWS
The problem
Enterprise contact centres run voice, chat, email, video and social as disconnected channels — separate tooling, separate teams, duplicated context, and customers repeating themselves at every hand-off. Response times and operating costs climb while quality stays inconsistent.
The approach
I designed a platform strategy that unifies every channel behind a single AI brain: one conversation memory, one policy layer, one escalation model - with humans in the loop where judgement matters. The full walkthrough is on YouTube.
The results
Projected impact for an enterprise deployment:
- of routine interactions automated
- 70–80%
- reduction in cost per interaction
- 85%+
- across voice, chat, email, video & social
- 1 brain