365Assist puts voice AI
on its follow-up calls.

20,000 calls a month, and systems it could not change.

365Assist is an Australian roadside assistance and assistance services provider headquartered in Sydney. This project is its first use of voice AI in customer experience.

365Assist handles around 20,000 inbound and outbound calls a month, and a large share are transactional follow-ups that do not need human judgement. Running them through an outsourced contact centre added cost without adding real value.

The case management and CRM platform behind those calls was built in-house, and the business had outgrown it. The voice system was never connected to it, so a call and the case behind it sat in separate systems. And because the contact centre was outsourced, 365Assist could not change how any of it worked.

365Assist decided to rebuild. But the work needed sustained time from a technology team already committed elsewhere, and voice AI the business had never deployed. It could attempt the rebuild with a stretched team, or bring in a partner that had already done it.

A partner in the room, with proof it had done this before.

365Assist tested the market before appointing NeonNow. Two things made it clear NeonNow was “the one”.

First, NeonNow has people in Sydney and New Zealand, where 365Assist and its outsourced provider operate, so support would be in the room rather than on a video call during a first-time build. Second, NeonNow introduced 365Assist to a North American customer around 100 times its size that it had already delivered for, proving the capability rather than just describing it.

A NeonNow consultant then spent a week inside the outsourced contact centre in Fiji, watching how the work is done. Together the two businesses agreed to start with transactional outbound calls, where the return would come fastest.

NeonNow is building that release on AWS CX AI services orchestrated inside Amazon Connect. Amazon Connect Customer AI Agents make the outbound follow-up calls, agentic text-to-speech generates the voice, and Contact Lens categorises and summarises every interaction straight into the CRM.

Closer to 20% fewer outbound calls, and control back in-house.

365Assist budgeted for a 13 to 14% reduction in outbound call volume. Testing has since put that closer to 20%, and 365Assist expects to free capacity to invest elsewhere as a result.

The build also closes several structural problems. Voice and case records are planned to run in one connected system, and contact centre work is moving in-house from the outsourced provider, so 365Assist controls how its calls are handled for the first time.