English 
GIBRY Inc. has teamed up with TB Next Communications Inc. to rethink how contact centers actually run, not just layer tools on top. The focus is simple. use generative AI, but fix the workflow first.
They put this into practice through a proof of concept at a major automobile company’s contact center. The result is hard to ignore. inquiry response time dropped by up to 50 percent. That is not a marginal gain. That is operational shift territory.
The problem they are going after is not new. The number of inquiries has increased and the difficulty of incoming queries has grown while organizations face greater challenges in hiring and training employees. Most teams are stuck trying to balance speed and quality with limited bandwidth. The implementation of AI appears to be the solution which requires more than just installing a model because it needs extensive work to create genuine improvements. The organization needs to change its entire operational framework.
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That is where this collaboration comes in. TB Next brings business process redesign and operational expertise. GIBRY brings the tech layer through its platform DECA AI Customer Service. Together, they are rebuilding how responses are created, not just accelerating existing steps.
In the pilot, they centralized scattered knowledge like FAQs, manuals, and past interactions into a single system. On top of that, an AI assistant worked directly inside the operator’s browser, suggesting responses and surfacing relevant information in real time. No extra tools. no context switching.
The numbers back it up. email response time dropped from around 10 minutes to 5. search accuracy hit roughly 80 percent. and maybe more important, response quality became consistent even for less experienced staff.
Next step is expansion. real-time phone support, stronger self-service through chatbots, and deeper knowledge-driven assistance. The bigger play is clear. if this model holds, it turns into a repeatable blueprint for contact center transformation across industries.
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