Twelfth Man Agent
One switch puts the AI agents and the human floor into match mode.
The job
Prepares the AI chat and voice agents and the human support team for each match's predictable questions, then proves how much the AI handled alone on match night, and the money saved, compared with a normal night.
The moment
Before a big match, one switch puts the AI chat and voice agents and the human support team into match mode, ready for the questions customers predictably ask.
At 21:04 a caller says the match froze on their TV app. The voice agent answers in the caller's own language: "We know. Hold Home for five seconds and it's back in twenty."
The next morning's scoreline shows the AI handled 71% of match-night contacts alone, against 38% at the last derby: 4,100 contacts without a human.
That saved about $61,000 of agent time for $9,000 of AI cost, and the operations manager forwards that one line to the CFO.
What it does
- Approve a drafted answer
- Publish match-night knowledge
- Send the tactics card
- Send failed answers to the knowledge team
- Switch the agent's greeting / surge-overflow policy
What you see
Pre-match fixture card, a half-time tactics board pushed to Teams/Slack with a voice-agent clip, and a priced morning-after scoreline.
What it moves
The share of match-night contacts the AI handles alone on voice and chat, compared with a weekday with no event; human-handled contacts per match; and dollars of agent time saved per match, after AI costs.
Built for
- Contact-centre operations
- QA, training & knowledge
