Case Study: Thryv turns directory assistance into a 24/7 channel with Synthflow Voice AI
Key results
The challenge
Thryv (NASDAQ: THRY), which powers marketing and operations for more than 100,000 small businesses, ran its directory assistance service with human agents within standard business hours. Extending to 24/7 was not economically viable with traditional staffing at existing volumes, so after-hours calls went unanswered and demand was untapped.
The solution
After evaluating multiple vendors, Thryv selected Synthflow for platform capability, predictable cost, and speed to production, deploying a Voice AI agent on a deterministic New Zealand directory-assistance workflow. The agent retrieves and delivers information in real time via API integrations and escalates complex requests to human agents, while Thryv's own engineers built and iterated without specialized telephony expertise.
“It's a game-changing platform for us. Within a month we were in production - and what started as an efficiency play turned into a revenue opportunity. Synthflow is a genuine strategic partner going forward.”
RHRob HaydenGlobal Manager, AI Innovation, Thryv
The results, in context
Thryv reported that the AI agent handles over 20,000 directory-assistance calls monthly at production-level volume with a 100% call answer rate, including after-hours and concurrent demand. Previously unanswered after-hours calls translated to 4.4% more calls answered, and the system went from development to live deployment in about one month.