CASE STUDY Customer: Thiseas Technical Services | Industry: Telecommunications Infrastructure / Fiber Network Installations | Use Case: Outbound AI Voice Agent

Executive Summary

The rapid expansion of fiber-optic networks across Greece has dramatically increased the number of installation appointments that must be scheduled, confirmed, and rescheduled every day.

For Thiseas Technical Services, an official technical partner of COSMOTE, managing this volume became a highly demanding operational process that required continuous customer communication and real-time coordination with field technician availability.

To streamline this workflow, the company deployed Voice Logica's utbound AI Voice Agent. Within approximately six months of production, the AI Voice Agent completed more than 20,000 outbound calls, confirmed thousands of installation appointments, and almost fully automated the scheduling process, requiring human intervention in less than 0.5% of conversations.

The Challenge
As Greece continues to expand its FTTH (Fiber-to-the-Home) infrastructure, telecommunications contractors are required to manage thousands of new installation requests every day. For Thiseas Technical Services, this translated into an enormous volume of customer communications to coordinate technician appointments efficiently.
The scheduling process required:

• Hundreds of outbound phone calls every day
• Continuous updates to technician availability
• Immediate rescheduling whenever field capacity changed
• Multiple contact attempts when customers did not answer
• Consistent, high-quality communication with every customer

Managing this workflow manually placed significant pressure on the operations team while making it increasingly difficult to optimize technician utilization.

The Solution
Outbound AI Voice Agent

Voice Logica designed and deployed a fully customized Outbound AI Voice Agent, named Kostas, capable of autonomously managing the entire appointment scheduling process.

Acting on behalf of Thiseas Technical Services, Kostas proactively contacts customers, conducts natural conversations, proposes available appointment slots, and confirms bookings without human intervention.

The solution combines conversational AI with intelligent scheduling through four core capabilities

Automated Outbound Appointment Scheduling

Kostas automatically places hundreds of outbound calls every day to schedule installation appointments, eliminating a significant amount of repetitive administrative work.

Within the first six months of operation, the AI Voice Agent handled more than 20,000 scheduling calls.

Real-Time Capacity Management

The solution is directly integrated with the live scheduling system used by Thiseas Technical Services.

The AI Voice Agent continuously checks technician availability in real time and only proposes appointment slots that are actually available.

As soon as a time slot is booked, it is automatically removed from the available schedule, and the AI immediately offers the next available option. This eliminates double bookings while maximizing technician utilization.

Personalized Conversations & Automatic Appointment Confirmation

Every conversation is personalized according to the customer's specific information and installation requirements.

The AI Voice Agent confirms the installation address, presents available appointment options, and clearly explains the installation process in a natural and consistent manner.

As a result, 99.5% of customer conversations are completed without human intervention, delivering a consistent customer experience regardless of call volume.

Smart Follow-Up Automation

If a customer does not answer the initial call, the process does not stop.

The AI Voice Agent automatically schedules follow-up calls and, when required, sends SMS notifications.

This significantly reduces missed appointments caused by unsuccessful contact attempts while increasing appointment completion rates.

How It Works

During every outbound call, Kostas introduces himself as a representative of Thiseas Technical Services and verifies the customer's installation details.

The AI Voice Agent then presents up to three available appointment dates and time slots based on the live schedule of field technicians.

Once the customer selects a preferred appointment, the booking is confirmed immediately. Kostas also explains the installation process, including:

• Fiber-optic cable installation
• Required work inside the premises
• Router installation
• Service activation

If the customer declines the installation, the reason is automatically recorded - for example, contract cancellation or refusal to proceed with the installation - providing valuable operational insight for the company.

Beyond Appointment Scheduling

The implementation delivered benefits that extended well beyond automation.

For the first time, Thiseas Technical Services gained complete visibility into every customer interaction throughout the appointment scheduling process.

The company can now identify:

• Why an appointment was not completed
• How many contact attempts were required
• The most common cancellation reasons
• How technician availability is utilized

These insights support continuous operational improvement and more efficient allocation of field resources.

Results

Following deployment, Thiseas Technical Services achieved a significant transformation in its appointment scheduling process.

Business Impact

Operational Benefits

Automating the appointment scheduling process enabled the company to transfer one of its most repetitive and resource-intensive operational tasks from human agents to artificial intelligence.

As a result, Thiseas Technical Services achieved:

Conclusion

The collaboration between Thiseas Technical Services and Voice Logica demonstrates how an Outbound AI Voice Agent can automate a large-scale operational workflow - not simply customer service.

By handling more than 20,000 outbound scheduling calls, confirming thousands of appointments, and operating with virtually no human intervention, the solution enabled the company to improve productivity, optimize technician utilization, and support the rapid expansion of fiber-optic infrastructure across Greece.

For Thiseas Technical Services, the AI Voice Agent is far more than an automation tool. It has become a trusted digital workforce member, managing one of the company's most critical operational processes with consistency, accuracy, and measurable business results.