Case Study
ImpactIntel
AI Voice AgentAutomated 40% of inbound customer support calls using a production voice AI system.
The challenge
ImpactIntel was handling a high volume of repetitive inbound support calls. Agents were spending the majority of their time on queries that followed a pattern - account questions, status updates, common troubleshooting. They needed to automate the pattern without losing quality on the exceptions.
What we built
A production voice agent using Retell AI and OpenAI, integrated with their CRM and knowledge base. The agent handles inbound calls, identifies intent, retrieves relevant context, and either resolves the query or escalates to a human agent with a full call summary. We built an eval suite measuring call resolution rate, escalation accuracy, and customer satisfaction before launch.
Results
Support calls automated in Q1
Average response latency
Concept to production
Related services
Want results like this?
Book a free 30-minute strategy call. We will map your use case and give you a clear path to production. No obligation.