Mogassam

Measured results

• 86.7%

  calls contained

Source: Epsilon AI Analytics implementation record

Technical approach

Speech recognition

Dialect-aware transcription, so a caller is understood without switching to formal Arabic.

Call containment

The agent completes the enquiry itself; containment is measured as calls closed without reaching a person.

Escalation

Hand-off to a person carries the transcript, so the caller does not repeat themselves.

Measurement framework

Deployment evidence is drawn from the published engagement. The delivery and measurement plans are case-specific recommendations grounded in the documented solution and results.

Evidence status

The published 86.7% containment result documents operation on eligible inbound calls, with outcomes recorded through the call-centre workflow.

Indicative delivery plan

Map eligible intents and escalation rules, integrate telephony and CRM records, validate conversations on test traffic, launch to a limited call share, then increase coverage under quality monitoring.

Recommended baseline

Recommended: eligible routine inbound calls previously handled by people, with containment defined as a completed customer intent without human transfer and with a clearly stated repeat-contact window.

Recommended measurement method

Divide calls resolved without transfer by all eligible calls. Exclude tests, abandoned connections and forced-routing events; reconcile outcomes with telephony and CRM records, and monitor repeat contact within seven days as a resolution-quality check.

Recommended items are not presented as the original study method. They should be replaced with the confirmed project methodology when the underlying records are approved for publication.