Voice Agent Triage for Customer Support
A B2B SaaS company with 2,000+ customers had a support queue problem. Simple questions—password resets, billing lookups, feature how-tos—buried the support team. Complex issues waited in line behind questions that took 30 seconds to answer.
Key Outcome
72% of calls resolved without human intervention. Average wait time dropped from 8 minutes to under 1.
System Architecture
The Problem
The 6-person support team handled 300+ calls per day. Ticket classification was manual. Agents spent as much time logging as solving.
- 60% of calls were repeat questions with documented answers
- Average wait during peak hours exceeded 8 minutes—driving customers to email instead
- Triage quality varied by agent—some took 2 minutes per call, others took 10
- Enterprise customers with real problems queued behind tier-1 issues
Hiring more agents wasn't the answer—it took 3 months to onboard someone, and turnover was 40% annually. The team needed leverage, not headcount.
What We Built
A voice AI triage agent that sits in front of the support queue. It classifies, resolves tier-1 issues, and escalates intelligently—with context—when a human is needed.
Results
Measured after 90 days in production:
Containment Rate
72% resolved by AI
Calls resolved without human involvement
Wait Time
8 min → <1 min
Average time to first response
Agent Capacity
3x complex tickets
Human agents now handle higher-value issues
CSAT
+18 points
Post-interaction satisfaction score
Is This for You?
This pattern works best when:
- Your support team handles 100+ calls per day
- A significant portion (50%+) are tier-1 issues with documented answers
- Wait times spike during peaks and hurt customer satisfaction
- Your best agents are stuck on repetitive work instead of complex issues
Dealing with similar problems?
We'll analyze your support ticket distribution and show you exactly how much can be automated—and what should stay human.