Case Study: a US-based financial services provider automates 40%+ of customer calls with Toptal’s AI voice bot

a US-based financial services provider automates more than 40% of customer calls with Toptal

A US-based financial services provider partnered with Toptal to overcome its challenge of automating customer service calls. The company lacked the specialized AI engineering expertise required to build its first voice bot, a solution that needed to handle personalized financial queries while meeting strict enterprise requirements for performance and compliance.

Toptal developed an enterprise AI voice bot using Python, FastAPI, and Twilio, integrating it with the company's existing infrastructure. The solution implemented a personalized RAG architecture to answer customer queries. As a result, the AI voice bot from Toptal now handles more than 40% of all customer calls, significantly reducing manual workloads and cutting customer wait times.