The problem
Support volume at an e-commerce retailer is brutal and repetitive: "Where is my order?", "Is this in stock?", "How do I return this?". Thirteen agents answered the same questions all day, cost grew with every sales peak, and quality dipped exactly when volume spiked - evenings, weekends, promotions.
What we built
Two AI voice agents that answer the phone like trained staff: they check order status in the store's systems, answer product and delivery questions, process routine requests, and hand anything unusual to a human with full context. They never queue, never sleep, and sound natural enough that most callers don't ask.
The rollout followed the Velocity Framework: map the call types, agree the KPI (cost per resolved call), build, pressure-test against real recordings, launch, measure.
The results
- ~88% lower monthly support cost - the routine call volume no longer needs a human team.
- 13 human agents reduced to 2 AI voice agents on routine traffic; people moved to edge cases and higher-value work.
- ROI in 4.5 months - after that, the savings are margin.
- 24/7 coverage - peak hours, weekends, and promotions no longer degrade response quality.
What this means for your business
If your team answers the same customer questions by phone every day, this playbook transfers almost directly: keep humans for judgment calls, let agents carry the volume. On a free call we'll map your call types and tell you what share is automatable - before you spend anything.