Real AI Use Cases in the Contact Centre with Luware Nimbus - Costs, Risks and Benefits

Marcel Gaufroid, Head of Sales – EU, at Luware shares a practical, step-by-step approach to implementing AI in the contact centre using Luware Nimbus, drawn from real-world experience with over a thousand customers.

• Luware's three AI pillars for the contact centre: automation, augmentation, and analytics

• Why post-call transcription and summarisation are the essential low-risk first step for any AI strategy

• How post-call processing slashes LLM costs by up to 80% compared to real-time transcription

• Building a feedback loop: using verified agent interactions to train virtual users over time

• Replacing traditional IVR with AI intent detection — achieving over 90% routing accuracy for one insurance customer

• Cost realities of deploying customer-facing virtual agents and why a step-by-step approach matters

Thanks to Marcel for the practical insights.