HSE handles up to 3 million customer calls each year with connected voice AI.

What HSE needed to change.

HSE needed to serve a very large volume of callers while preserving the product, customer, payment and recommendation context required to complete an order accurately.

How HSE put conversational AI into the customer journey.

HSE connected a voice ordering agent through ten interfaces spanning customer records, merchandise, payments and recommendations.

The published system can manage hundreds of simultaneous calls while maintaining the information needed to complete an order.

The human team kept the work that required judgement.

Customer service teams remained available for exceptions and conversations that needed a person. The voice Agent handled suitable ordering journeys by working across the connected information sources.

Up to 3 million calls each year.

Parloa reports up to 3 million automated calls per year and a 10% cross sell rate.

What another service business can learn from HSE.

This example shows that the depth of the integration matters as much as the voice. A capable Agent needs access to the same approved customer and transaction information required to finish the job correctly.

This example shows how voice AI and conversational AI can support a real customer journey. Every business should still establish its own baseline, operating boundaries and commercial case before implementation.