How does an AI voice agent improve over time?

Televanta's AI voice agent improves through a combination of knowledge base updates and performance analytics.

The operator portal shows the most common escalation reasons, unanswered questions, and low-confidence responses, giving you a clear action list for each optimization cycle.

When you add new content to your knowledge base the AI incorporates it immediately without retraining.

Over the first 90 days, most businesses using Televanta see containment rate increase by 15 to 25 percentage points.

For example, a customer service manager at a telecoms company runs a fortnightly Televanta review.

They add the top unanswered questions to the knowledge base, adjust two call flows based on escalation patterns, and update the FAQ with three new product questions.

Each cycle, fewer calls reach human agents.

Use case: A retail chain tracks Televanta's monthly performance report.

In month one, 40 percent of calls were resolved by the AI.

By month six, after systematic knowledge base improvements, 74 percent are resolved without human involvement, reducing the contact centre headcount needed by two full-time equivalents.