Customer experience / business process outsourcingSourced
Case Study: How Everise Contained 65% of Internal Service Desk Tickets with Retell AI
Everise Case StudySourced & dated by Case Study Desk
Key results
The challenge
Everise, a customer-experience and BPO provider, routed internal service-desk voice calls directly to human agents. This created call wait times of 5-6 minutes and consumed significant agent capacity.
The solution
Everise deployed a Retell AI voice bot connected to its internal APIs, with each action calling its own API to resolve caller issues automatically before any transfer.
“We were able to contain 65% of voice calls with the bot, which previously would have been directly gone to a manual agent for resolution.”
SSSaurabh SodhaniSVP of Digital Transformation, Everise
The results, in context
The bot contained 65% of voice calls without transferring to a human agent, saving 600 man-hours per month. Call wait time fell from 5-6 minutes to zero.
Products used
Retell AI Retell AI Voice Agents