Jibba Dialler
Enhanced contact centre infrastructure integrating AI transcription, ML automation and SQL based reporting for faster and smarter support.
The Challenge
Jibba Dialler supports large enterprises across the UK and UAE with high volume contact centre services. Their legacy infrastructure limited scalability and slowed customer support responses.
Key Challenges
Limited capacity for client specific development requirements
Manual ticket triage and assignment delayed issue resolution
Scaling infrastructure while maintaining uptime proved costly and complex
The Solution
We enhanced their systems with AI driven call handling, automated workflows and real time monitoring dashboards.
Key Features
Core functionalities we implemented
AI transcription and LLM based summarisation for rapid understanding of customer intent
Automated workflow triggers using ML pattern recognition for repetitive support tasks
Apache and PHP backend API with SQL data logging for faster ticket retrieval and analytics
React interface displaying live service health, uptime and resolution statistics
Predictive maintenance alerts generated from data analytics of call volumes and error trends
Development Process
Step-by-step implementation
- 1
Mapped ticket and call processes to identify automation opportunities
- 2
Implemented AI transcription APIs and ML driven escalation logic
- 3
Built a real time analytics dashboard for service performance tracking
- 4
Integrated AI summarisation for daily ticket and agent reports
- 5
Optimised infrastructure load balancing and containerised microservices
The Results
The transformation reduced manual intervention and introduced predictive analytics for continuous performance improvement.
Reduction in Service Requests
Automated workflows resolved repetitive tickets without manual review, reducing inbound volume.
Seamless IT Support
Dedicated infrastructure and support monitoring maintained zero downtime and consistent responsiveness.
AI Integration
Full AI powered call analysis, overflow handling and knowledge base support accelerated service delivery.
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