Challenge
High inbound call volume for routine inquiries was tying up human agents and driving long hold times.
Solution
- Deepgram STT → intent classification → Claude for reasoning → ElevenLabs TTS.
- Smooth handoff to human agent with full transcript and intent summary pre-loaded.
- DTMF fallback for callers who prefer keypad navigation.
Results
- Hold time: −41%
- Containment rate (resolved without agent): 67%
- CSAT: maintained within 3 points of all-human baseline