Case Study: Amazon Ring runs 100% of inbound support calls through Vapi
Key results
The challenge
Ring faced seasonal surges in customer support calls during holiday periods when large numbers of new devices were activated. The team weighed expanding call-center capacity, traditional automation, or AI voice agents while holding to Amazon's customer-experience standards.
The solution
Ring selected Vapi after evaluating more than 40 AI voice vendors. The platform gave the support team granular, real-time control over agent behavior and integrated with existing Amazon infrastructure.
“We went from zero to production in two weeks, and 100% of our inbound volume now runs through Vapi. Most importantly, we've maintained the high bar of support for our customers, and CSAT scores have improved.”
JMJason MituraVice President, Software Development, Ring
The results, in context
Vapi reports that 100% of Ring's inbound call volume now runs through the platform, reached in two weeks from zero to production, alongside a 50% reduction in time on call and a 70% reduction in cost per minute, with CSAT scores improving. These figures are quoted from Vapi's Amazon Ring customer page and dated to that public source.