Workwear Group | The Conversational Agentic AI revolution

Market leader in apparel supply chains

Workwear Group (WWG) is the leading workwear solutions provider, nationally.

Providing safety and uniform apparel and footwear, across industrial and corporate sectors, WWG is a trusted partner to many businesses and end-wearers. Serving multiple distinct brands, including Hard Yakka, KingGee and NNT and managing complex logistics, WWG caters heavily to B2B customer networks where timely support and clear transactional clarity are critical.

To modernise its service infrastructure, WWG engaged Probe Group - Probe CX, Innovior and Convai - to fundamentally transition its operations away from a traditional, static operational setup.
 

Legacy IVR Rigidness & Data Blindness

Prior to partnering with Convai, WWG was constrained by standard, legacy technical frameworks:

• The Static "Press One" Trap: Traditional touch-tone or keyword-based IVR logic frequently forced customers down incorrect paths, inflating Average Handle Times (AHT) and driving customer frustration.

• Operational Data Blindness: The contact centre lacked clear visibility into real-time contact drivers. Quality Assurance (QA) required manual, backward-looking sample reviews, leading to undiscovered system issues and "gut feel" decision-making.

• Vendor Bottlenecks: Simple conversational adjustments required heavy IT intervention, causing long release queues, inflated developmental bills and delayed ROI.

Agentic Voice AI via Oration® by Convai

WWG deployed Oration by Convai, a platform-agnostic, cloud-based conversational AI plug-in. Implemented directly over WWG's existing CCaaS infrastructure (Amazon Connect and Salesforce Service Cloud), Oration immediately established an Agentic Voice front-door strategy.

Key Capabilities Deployed:

• The Conversational Front Door: Removed rigid keypad menus entirely. Oration greets every caller with an open-ended, lifelike text-to-speech interaction: “How can I help you today?” The system understands natural conversational language spoken in real-time, instantly identifying intent and context.
  
• Calls Routing: Calls are routed to the best possible resource - either a contact centre agent or they are provided with the information they need there and then. 
  
• Instant Banners: banner prompts are deployed instantly, elegantly dealing with surge volumes and events.
• Voice and Messaging: One tool, five brands. Removing fragmented technology solutions and delivering a streamlined experience, the same tool now delivers both voice and chat experiences across WWG’s five separate brands.
• Analytics/Insights: 100% of calls and messages are analysed by structured AI to deliver quantifyable operational and CX insights.
• Survey: advanced speech and chat survey capability.

ROI for 5 brands in just 4 weeks

In just over four weeks of launching Oration by Convai, WWG bypassed legacy technical constraints and achieved immediate, scalable ROI:

• The Automation Flip: Digital self-service and automated voice containment rates scaled dramatically to 51.12% (vs. a 14.48% baseline) for B2C.
  
• Optimised Operational Metrics: Powered by accurate upfront intent capture, Chat Average Handle Time (AHT) fell by 16.05%, and targeted friction elimination led to an immediate 37.2% reduction in customer complaints.
• 100% Interaction Visibility: Oration turned thousands of daily unstructured voice transcripts into actionable business intelligence. Operational managers gained immediate, real-time dashboards to spot emerging customer pain points (e.g., specific billing glitches) without relying on manual spot-checking.

"Customer experience is central to how we want to compete, and this partnership has moved us further and faster than we thought possible.”

- Hayley Pallini, Group Manager Customer Service and Success, Workwear Group.

Overview of how Oration works

Watch Oration in action to see how easy it is to use and how it can better manage the conversations in your contact centre operations.