How Livguard Optimized its Contact Center Efficiency by 3.46X and Reduced TCO by 37.6%?

Challenges and Goals

Livguard faced a pressing challenge of escalating operational costs at their contact centers coupled with suboptimal customer experience. With a vast dealer network spanning 22,000 partners across India and over 200 million consumers, managing inbound inquiries efficiently had become a complex task.

The company’s vision was clear, to deliver seamless, high-quality customer interactions while optimizing resources and reducing costs. However, their existing contact center operations struggled with:

• High dependency on human agents for handling service requests, sales inquiries, and escalations, leading to inefficiencies.

• Manual complaint ticket generation, slowing down response times and impacting customer satisfaction.

• Limited scalability to create product and service awareness at a national level.

• Missed opportunities in lead generation, restricting their ability to upsell, cross-sell, and drive AMC enrollments effectively.

To achieve their objectives (cost reduction, resource optimization, automated lead generation, and improved customer engagement) Livguard needed a Voice AI-powered contact center solution that could transform the way they handled service requests, escalations, and sales inquiries at scale.

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Rezo’s Approach and Solution

To help Livguard achieve its goals of operational efficiency and superior customer experience, Rezo deployed an AI-driven Voice Bot solution, seamlessly blending automation with human intervention. This ensured scalability at optimal unit economics while addressing key inbound use cases, including:

• New Complaint Registration – Automating service request logging for faster resolution.

• Complaint Status Tracking – Enabling real-time updates on customer queries.

• New Product Information – Providing instant responses about Livguard’s offerings.

• AMC Upsell Opportunities – Identifying and driving upsell conversations efficiently.

Seamless Automation with AI & Technical Integration

Rezo’s AI-powered virtual assistants acted as the first point of contact, instantly responding to inbound customer queries based on Livguard’s predefined SOPs. By integrating with Livguard’s backend systems, the virtual assistants ensured accurate and real-time responses for service requests, escalations, and sales inquiries.

• Automated Response System – The bot autonomously handled routine inquiries by leveraging API-based backend integrations.

• Smart Agent Handover – If a query fell outside the bot’s scope, it was smoothly transferred to a human agent, ensuring customers always received the right assistance.

• Continuous Learning & Optimization – Using AI-driven data training, Rezo fine-tuned the bot to replicate Livguard’s best-performing human agents, making interactions more natural and effective

Actionable Insights & Performance Reporting

Rezo’s solution not only streamlined inbound interactions but also delivered actionable insights through detailed disposition reports. By tracking customer interactions, Livguard could measure bot performance, optimize processes, and enhance engagement strategies.

By deploying Rezo’s AI-driven Virtual Assistants, Livguard transformed its contact center operations—boosting efficiency, reducing costs, and elevating customer experience at scale.

Results and Impact

The deployment of Rezo.ai’s AI-powered Voice Bot enhanced Livguard’s contact center operations, significantly improving efficiency and customer satisfaction.

Prior to Rezo, Livguard managed two contact centers with high operational costs and , operating only 12 hours a day. Long average handle times (AHT) further strained their resources and impacted customer experience.

After integrating Rezo’s AI-driven automation, Livguard streamlined operations, reducing its contact centers from two to one while ensuring 100% call coverage with 24/7 availability.

By leveraging AI-powered automation, Livguard not only optimized resources but also enhanced customer engagement, making their service experience more seamless, responsive, and cost-effective.