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Autonomous AI at Exam Time: How TestWe Scaled Inbound Candidate Support
From peak exam calls to real-time troubleshooting, TestWe automates inbound candidate support while improving clarity and satisfaction.
300
calls handled autonomously per month
9%
escalation rate, down from 49%
+25 pts
increase in candidate satisfaction
About the Client
Industry
Online examination platforms
Location
Paris, France
Company
TestWe provides a secure platform for conducting online academic and professional exams, ensuring that universities and certification bodies can offer remote assessments without compromising integrity or reliability.
Their clients include major universities, business schools, and certifying institutions that rely on a robust system and responsive support for candidates during critical exam periods.
Business Context
Online examination is becoming the new standard — but the experience around it still generates stress and friction. As remote exams become the norm in higher education and certification programs, platforms like TestWe carry a growing responsibility — not just for technical reliability, but for delivering clear, stress-free support to thousands of candidates in real time.
Exam periods create sharp activity peaks that would normally require large support teams for very short periods of time — a costly and inefficient setup. TestWe saw AI as a way to absorb that pressure at scale, without compromising what matters most: clarity, reassurance, and responsiveness for students under stress.
They chose to start with one clear priority: automating inbound voice support for candidates — to handle repetitive troubleshooting and free human agents to focus on complex or sensitive issues.
The Operational Challenges
Before deploying Yampa’s solution, TestWe’s support team faced a major bottleneck: managing hundreds of inbound calls from candidates needing help before, during, or after their exams.
- Many calls were repetitive and related to known technical or operational issues already documented internally.
- A significant share of calls were outside of TestWe’s scope — for example, queries that depended on institutional rules — making them impossible to solve but still time-consuming.
- During peak exam seasons, the high volume of these calls risked creating long wait times, repeated explanations, and increased stress for candidates — and diverted human agents away from high-value or complex troubleshooting.
The AI Solutions
To address this, TestWe deployed a bilingual (English / French) virtual voice agent, powered by Yampa, designed specifically to handle inbound calls from students who have taken or will soon take an exam. This scalable approach ensures every call is managed efficiently, without losing the reassurance, clarity, and accuracy that students expect in stressful exam periods.
The agent fields calls on both technical topics (e.g. login failures, exam file not uploading, platform bugs) and operational questions (e.g. lost credentials, understanding exam rules, session timing).
The agent follows a strict call flow:
- Identifies the request and confirms key details (exam type, candidate ID, etc.).
- Delivers clear, step-by-step instructions based on a targeted knowledge base covering the 20 most frequent issues.
- Escalates only when necessary, using strict transfer criteria to ensure human agents handle only genuinely complex or unsolvable requests.
The results
- Inbound candidate support handled autonomously during peak exam periods, ensuring immediate responses without increasing team size.
- Human agents refocused on complex and sensitive cases, reducing stress and improving overall support quality.
- More consistent and reassuring candidate experience, even under high load, with clearer answers and smoother escalations.
300
calls handled autonomously per month
9%
escalation rate, down from 49%
+25 pts
increase in candidate satisfaction
“Since deploying the Yampa voice agent, my team can finally focus on complex cases. Students get immediate, accurate answers no more waiting.”
See how AI agents handle high-volume inbound calls
