Their Pain Point: Their internal IT helpdesk was overwhelmed with basic Level 1 support calls (e.g., password resets, system status updates). This prevented their specialized technicians (Level 2/3) from focusing on critical, complex technical issues, slowing down entire operations.

The CALLMARK Solution: We implemented a tiered AI + Human support model: Level 1 - AI Voice Bot: Our AI bot acted as the first point of contact, successfully resolving over 65% of common issues instantly and 24/7. Seamless Escalation: For issues the bot couldn't handle, it instantly created a ticket and routed the call to a Level 2 Human Team Level 2 - CALLMARK Expert Agent: Our trained human agents, well-versed in the client's systems, handled more intricate problems. Only the most critical technical issues were escalated to the client's internal team.

The Result: 50% Reduction in Ticket Volume for the client's internal IT team. Faster Resolution Times: Basic issues were solved instantly by the AI, while specialized agents could focus on complex tasks without interruption. Operational Efficiency: The client's valuable internal resources were optimized, leading to significant cost savings and improved productivity.