Twilio > Case Studies > Twilio's Cloud-Based Automated Call-Answering Services Revolutionize Business Operations

Twilio's Cloud-Based Automated Call-Answering Services Revolutionize Business Operations

Technology Category

Platform as a Service (PaaS) - Application Development Platforms
Robots - Wheeled Robots

Applicable Industries

Buildings
Telecommunications

Applicable Functions

Procurement
Product Research & Development

Use Cases

Speech Recognition
Time Sensitive Networking

Services

System Integration

About The Customer

Co-Graph is an IT venture company that focuses on providing software development and data utilization services. The company specializes in building products and services that make full use of voice and AI. Co-Graph developed the Mayai automated call answering service to support businesses that had to shut down during the pandemic. The company caters to two distinct audiences - corporations and restaurants. Co-Graph has a large number of engineers from various parts of the world and chose Twilio technologies for their reliability, ease of integration, and English language support.

The Challenge

Businesses of all sizes and types receive calls throughout the day, many of which involve answering the same types of questions repeatedly. This can be time-consuming and costly, diverting focus from day-to-day operations and customer service. The challenge was particularly pronounced for small and independently-run businesses like restaurants. The global pandemic exacerbated the situation as businesses had to shut down, necessitating an answering service that didn't require a human voice or employees to be present at the business location. Co-Graph, an IT venture company specializing in software development and data utilization services, sought to address this challenge with its Mayai automated call answering solution.

The Solution

Co-Graph, leveraging its expertise in voice and AI, accelerated the development of the Mayai automated call answering service to support businesses during the pandemic. The company utilized multiple Twilio solutions, including Twilio Programmable Voice, Programmable Messaging platforms, and Twilio Autopilot for Interactive Voice Response (IVR). The AI-based Mayai service analyzes conversations to provide a chat script and automated responses, enhancing productivity for sales and customer service. The service caters to two distinct audiences - corporations and restaurants. For restaurants, Twilio's solutions facilitated enhanced online ordering solutions to meet the increased demand during lockdowns. Unlike traditional call centers, Co-Graph's solution allows businesses to check their messages via mobile 24/7, providing a low-cost service that simplifies answering routine calls. The AI technology in Mayai responds to incoming calls using Twilio Autopilot IVR technology and records the messages. A URL link to the recorded data and the transcribed text of the recording is automatically sent to the mobile phone of the caller via SMS.

Operational Impact

The Mayai automated call answering service has been well-received, with feedback highlighting its simplicity and quick implementation. Businesses require very little information to get started and can start using the service within 24 hours. The positive response led to more than 50 subscriptions in the first two months. Restaurants have seen an increase in their online ordering services. Co-Graph has also received interest from other organizations, including commercial shopping centers and well-known holdings companies. The company has been able to utilize Mayai for its own business, significantly reducing the time spent answering phones.

Quantitative Benefit