In a case study published on 3 February 2026, TENIOS describes an AI voice agent deployed as the first point of contact on the IT service desk that Randstad Professional operates as a managed service provider for insurers, energy suppliers, banks and public-sector organisations. TENIOS states that the agent is part of daily operations rather than a pilot.
According to the same account, the agent answers the call, identifies known callers or authenticates unknown ones, and records the request in a structured form matched to the existing process. Simple cases close there; the rest reach a service agent with the context already gathered. TENIOS reports that around 40 per cent of requests are handled automatically, 20 to 30 per cent are pre-qualified, availability is 100 per cent and ticket quality has improved, reducing follow-up work. The figures are the supplier’s own and have not been independently verified.
The case study notes that the provider remains the single point of contact for its own clients throughout, and that the two companies presented the deployment jointly at a CCV webinar on 5 February 2026 and again at CCW 2026 in March. The original is published in German.