Commercial Center Voice AI agent case study

Case

A large commercial center implemented a Voice AI Agent to handle store-related inquiries, directions, event schedules, and parking information.

Introduction

“CityMall,” a bustling retail and entertainment hub, found itself inundated with phone calls about store hours, promotions, location directions, and parking availability. Up to 30% of these calls went unanswered during peak times, resulting in frustrated customers and lost opportunities for the mall’s tenants. Additionally, staff spent valuable time answering repetitive questions, which limited their ability to support on-site visitors. The commercial center aimed to reduce missed calls, enhance visitor satisfaction, and reallocate staff to more value-added tasks.

Before Implementation

30% of inbound calls were missed during busy periods.
Average call handle time for basic inquiries (directions, store hours) exceeded 2 minutes.
Many potential visitors were left waiting for information, impacting foot traffic and overall satisfaction.

After Implementation

Missed calls dropped to 1%, thanks to the Voice AI Agent’s 24/7 availability.
Average handle time for routine questions (e.g., promotions, parking locations) fell to under 1 minute.
Staff workload decreased by 20–25%, allowing them to focus on on-site assistance and mall operations.

How It Works

The Voice AI Agent greets callers, quickly identifies their needs—such as directions, store inquiries, or event information—and provides real-time answers.
If further help is needed (e.g., clarifying accessibility options), the system seamlessly transfers the caller to a specialized human representative.
The Voice AI Agent updates its knowledge base with current promotions, events, or changes in mall operations, ensuring accurate, up-to-date information is always available.

Conclusion

By adopting a Voice AI Agent, “CityMall” significantly reduced missed calls and boosted visitor engagement. The mall’s management reports improved customer satisfaction and smoother day-today operations, with staff now able to focus on delivering exceptional in-person experiences. Encouraged by the positive results, “CityMall” plans to expand the system’s capabilities to include personalized promotions and loyalty program integration.