95% Faster Replies: Softorino's Voice AI Story

Challenges

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  Repetitive single-topic requests

  Nearly 60% of customer requests centered on a single recurring topic. Support consultants spent most of their time answering it, which left less room for complex cases and put the team at risk of burnout.

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  After-hours and overnight gaps

  Many requests came in after hours, overnight, or during shift changes. Handoffs at those points led to inconsistent answers, longer response and resolution times, and lower CSAT.

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  Voice demand without phone staff

  Softorino had moved away from traditional phone support because it wasn't working well for the team. Users kept asking for voice support, and staffing live agents for 24/7 phone coverage wasn't something the client could justify.

Solution

SupportYourApp built a Voice AI agent on Softorino's product knowledge, then expanded it as call patterns showed where users needed more help.

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  Knowledge-based Voice AI agent

  SupportYourApp built an AI Voice assistant on the knowledge base for all Softorino products. It picks up calls instantly at any hour, answers simple product questions, and walks callers through basic troubleshooting.

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  Caller verification and CRM tickets

  The agent records and verifies each caller's email, then creates a ticket directly in Softorino's CRM. Transcripts, call summaries, and tags are saved automatically with every call.

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  Human escalation for complex calls

  When the agent can't resolve a request, it escalates the call to a human consultant. Softorino's team handles the complex cases while routine calls get resolved automatically.

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  Reports three times a week

  The Voice AI agent generates performance reports three times a week, tracking First Reply Time, Resolution Time, and CSAT scores.

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  Admin console connection

  Call analysis showed many users needed manual help in Softorino's back office. An upgraded agent now connects to the admin console, checks user status, and assists with updates. It's live and still being refined for accuracy.