Case study · Voice Agents (Voxentis)
Sub-second voice agents on every line - 24/7.
A North American financial-services CX team replaced after-hours voicemail with always-on AI voice agents. Same languages. Same compliance posture. CSAT went up, not down.
CSAT improvement
+18pts
After-hours service quality matched in-hours by month 2.
Ops cost reduction
62%
Annual call-center spend cut without reducing service hours.
Calls handled / month
1.2M
Peak day 50K concurrent calls, no human queue overflow.
01 · The Problem
Four Systems per Call - and After-Hours Coverage Gaps.
Reema's CX team was searching four separate systems on every client call - the CRM, the case management tool, the knowledge base, and the policy archive. Average handle time was creeping up, and CSAT was sliding accordingly.
The bigger problem was after-hours: clients calling outside US business hours hit voicemail. Callbacks the next morning meant lost context, double-dialing, and frustrated relationship managers.
Hiring around the gap wasn't feasible - the team was already lean, and 24/7 staffing costs would have wiped any margin gain from longer hours.
02 · The Solution
Voxentis Behind the Existing Contact-Center Stack.
We deployed Voxentis behind the customer's existing PBX. The voice agent handles inbound calls 24/7, with sub-second turn-taking that makes the conversation indistinguishable from a human operator on most flows.
- Connected to SIP trunks alongside existing human-agent routing
- Real-time unified retrieval across all four backend systems
- Escalation paths defined per call type - agent hands off to humans for judgment calls
- Every call transcribed, scored, and logged for compliance review
- Languages expanded from English-only to English/Spanish/French in week 4
03 · Results
Production Outcomes - Year One.
CSAT improvement
+18pts
After-hours service quality matched in-hours by month 2.
Ops cost reduction
62%
Annual call-center spend cut without reducing service hours.
Avg. handle time
↓ 43%
Unified retrieval eliminates the 4-system shuffle on every call.
Before Voice Agents, my team searched four systems on every client call. Now the right answer, the client's history, and the support ticket are all there instantly. Our CSAT scores have never been higher.
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