Case Study: a U.S.-based services provider deflects 37.5% of inbound calls with CloudTalk's AI Voice Agent

U.S.-Based Services Provider deflects 37.5% of inbound calls with CloudTalk

A U.S.-based services provider was facing unsustainable support costs due to a high volume of repetitive inbound calls. With average handle times reaching 25 minutes, their operations were strained by emotionally charged callers asking low-level questions. To address this, they turned to CloudTalk for a solution using its AI Voice Agent.

By implementing CloudTalk's AI Voice Agent as the first point of contact, the company automated the triage of routine inquiries. This solution from CloudTalk deflected 37.5% of calls entirely and, by providing human agents with call summaries, dramatically reduced the average handle time from 25 minutes to 14 minutes, leading to massive cost savings.