Plavno
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AI Personal Voice Assistant

AI Personal Voice Assistant

Need

Scalable solution to handle a growing number of customer queries while reducing support costs and improving satisfaction

Solution

Cloud-based voice AI system capable of engaging in dynamic conversations, managing billing inquiries, offering real-time troubleshooting advice

Technologies

Dialogflow CX

Python

PostgreSQL

TensorFlow

Result

65%

Calls handled end-to-end by the AI personal voice assistant

78%

Increase in customer satisfaction ratings

35%

Reduction in average call handling time

Customer

Net Era Telecom is a fast-growing mobile and internet provider operating in 2 countries across Eastern Europe. Known for its affordable plans and reliable service, the company serves over 1 million customers. Facing rising operational costs and customer expectations, Net Era sought an intelligent voice AI solution to maintain its reputation and competitiveness.

Natural Language Processing

Challenges & solutions

Problem

As Net Era Telecom’s user base grew, so did the strain on its customer support operations. The company was receiving over 12,000 inbound calls per day, with customer inquiries ranging from billing and technical issues to product recommendations and account troubleshooting. Despite investing in a skilled support team, the average response time ballooned to over 7 minutes, resulting in customer frustration, poor service ratings, and a spike in dropped calls.

As operational costs surged and customer satisfaction declined, it became clear that traditional call center methods were no longer effective. Net Era needed a smarter, salable alternative—one that could offer real-time, personalized support, reduce overhead, and work 24/7 without sacrificing quality.

The answer was clear: implementing an AI personal voice assistant that could intelligently handle natural conversations, personalize interactions using real-time customer data, and resolve most issues without human intervention.

By replacing their legacy system with a modern AI personal voice assistant, Net Era aimed to:

Reduce wait times and improve first-call resolution
Deliver human-like conversations across multiple languages
Integrate seamlessly with their CRM and billing systems
Scale support without scaling headcount

The lack of a robust, AI-driven voice solution was becoming a strategic disadvantage—one that only a purpose-built AI personal voice assistant could resolve.

Solution

Plavno partnered with Net Era Telecom to develop a fully customized AI personal voice assistant capable of transforming their customer support operations. Built with advanced natural language processing and seamless CRM integration, the assistant was designed to understand intent, provide personalized responses, and handle the majority of customer interactions without human intervention. The core focus was on building an AI personal voice assistant that could replicate human conversation, work across multiple languages, and function reliably at scale.  

Key Objectives

Automate at least 60% of customer support calls using an AI personal voice assistant
Improve first-call resolution rates and reduce average call handling time
Enable 24/7 support availability without increasing staff overhead
Seamlessly integrate with existing CRM, billing, and support infrastructure
Enhance overall customer satisfaction through natural, intelligent voice interactions

Rollout Strategy 
The implementation of the AI personal voice assistant followed a strategic, phased rollout to ensure seamless integration and optimal performance. The process began with a controlled pilot focused on handling common support requests such as billing inquiries and password resets, allowing the team to fine-tune the assistant’s speech recognition and intent detection capabilities.

Once the core functionality was validated, the AI personal voice assistant was gradually expanded to cover more complex tasks, including service plan changes, outage reports, and upsell recommendations. Multi-language support was then introduced to accommodate Net Era’s diverse customer base across countries. Finally, a continuous learning loop was established, enabling the assistant to evolve based on real-time customer feedback and interaction analytics, ensuring it became smarter and more efficient over time.  

Results

Over 65% of inbound calls fully handled by the AI personal voice assistant
35% reduction in call handling time
78% boost in customer satisfaction for voice-based interactions
Support now available 24/7
Significant reduction in support costs without compromising service quality

Net Era’s successful implementation of a custom AI personal voice assistant positioned them as a leader in AI-driven customer support within the telecom sector.

Features

The custom AI personal voice assistant included the following key features: 

Natural Language Processing (NLP): Understands and responds to user queries in natural conversation
Real-time CRM Integration: Pulls customer data to personalize interactions
Multilingual Support: Serves users in 2 different languages
24/7 Availability: Supports customers at any time of the day
Escalation Logic: Smart hand-off to live agents when needed
Learning Capabilities: AI improves over time using feedback loops and call analytics
Custom Voice Persona: Brand-consistent, friendly, and easy-to-understand voice

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process

Crystal clear process

Agile methodology forms the cornerstone of our work philosophy. Through a seamless blend of innovative practices, including regular demos, comprehensive progress tracking, and a unique pay structure based on hours invested, we've constructed a workflow that ensures optimal outcomes and client satisfaction.

discovery

design

development

Testing

Launch

Maintenance

Conduct market research

UX Research

Components

Perform integration testing

Address issues in staging environment

Audience analysis

Moodboards

Develop UI components

Test personalized algorithms

Monitor customer satisfaction

Identify key features

Prototyping

API integrations

Deploy to production

Gather user feedback

Define project scope

UI Design

Implement custom features

Address and fix bugs

Updates and improvements

project team

Launch, accelerate and support your business with our teams

Dmitry

Frontend

Expertise

Fullstack Developer with more than 5 years of experience in React and Node.js.

TypeScript

Node.js

Express

Next.js

React

Yan

Expertise

Experienced QA Engineer with a strong background in Cypress and Selenium automation testing.

Postman

Selenuim

Bamboo

Python

ADB

Aleksandr

DevOps

Expertise

Lead DevOps with 6+ years of experience in implementing the entire infrastructure and architecture.

Dart

Terraform

Kubernetes

Docker

Azure

Testimonials

“They really understand what we need. They’re very professional.”

The 3D configurator has received positive feedback from customers. Moreover, it has generated 30% more business and increased leads significantly, giving the client confidence for the future. Overall, Plavno has led the project seamlessly. Customers can expect a responsible, well-organized partner.

Sergio Artimenia
Commercial Director, RNDpoint

FinTech

Project description

Plavno has developed a web application for a product development company. They’ve built a 3D configurator that allows clients to design a unique final product by choosing colors, materials, and other options.

“The quality of their work speaks for itself.”

Plavno has completed the project within five months and helped to save $400,000 on client’s crypto startup launch. The client has also recorded one million onboarded users in a year. Moreover, Plavno provides high-quality codes, offers 24/7 interactive support, and communicates well.

Margarita Gushchina
Recruiter, Expert Soft

Blockchain

Project description

Plavno has created a multi-layered ecosystem designed to accelerate the ownership economy and address a software development firm's main paradigm shifts. They've used Node.js, Solidity, and PostgreDB.

“We are very satisfied with their excellent work”

Through the partnership with Plavno, we built a system used by more than 40 million connected channels. Throughout the engagement, the team was communicative and quick in responding to our concerns. Overall, we were highly satisfied with the results of collaboration.

FinTech

Project description

Plavno was hired by a YouTube network to develop an internal portal for bloggers that handled Google reports for their company. They also built an e-wallet and a system where users' information was collected.

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