High-volume inbound voice agent.
An inbound voice agent handling customer calls during off-hours and when human agents are unavailable. Over 10,000 calls in the last month.
the problem
The client's customer support runs on working hours, but their customers do not. Inbound calls outside business hours, or when the contact center was at capacity, were going unanswered. Staffing a 24/7 contact center to cover the load was not viable. They needed a voice agent that could handle the overflow and the after-hours gap without degrading the caller experience.
the approach
Built on Retell AI as a single-surface inbound agent. Scoped the agent to cover the common inbound call types directly, with a clean transfer path to a human agent during working hours when a call needed escalation. Designed the conversation flows around the actual call patterns the client was already seeing, not a generic customer-support template. Tuned for clarity, latency, and handoff behavior specifically, since those are the three things that break trust fastest on a voice call.
the outcome
Over 10,000 calls handled in the last month alone. Covers working hours overflow and the after-hours gap completely. Takes load off the human contact center team during peak volume and keeps the line open when the office is closed.
the lessons
The volume a production voice agent takes on becomes clear only after a few weeks live. Tuning for the common 80% of calls is the easy part; the work is in the remaining 20% where the agent has to know when to gracefully hand off instead of trying to solve it alone.
stack
- Retell AI