AI-Powered Customer Support for a Growing E-commerce Company
An e-commerce business in Las Vegas struggled with high call volumes and rising customer service costs. We deployed an AI-driven voice agent using call transcription data to handle support calls efficiently, reduce wait times, and improve scalability.
The Challenge
The client faced increasing customer service call volumes for product support, sales, and inquiries. Staffing costs for customer service representatives were rising, and long wait times frustrated customers as the business grew rapidly. They needed a scalable solution to reduce costs without sacrificing service quality.
Our Solution
After consulting with the owner, we implemented a VOIP call recording and transcription system to collect and analyze customer interactions. Over an eight-month data collection period ending October 2025, we are building a custom AI voice agent trained on real customer calls.
To deploy this system:
- Voice Generation: We used ElevenLabs to create a realistic voice for the AI agent.
- Telephony & Communication: Twilio powers a new toll-free customer service line.
- Automation & Intelligence: n8n automates backend workflows, connecting the AI to an FAQ database and ChatGPT model to respond accurately.
We are also working on integrating call recordings into the CRM for automatic task creation and lead generation from customer conversations.
The Results
Initial testing of the AI voice agent has been successful, with smooth call handling and positive customer interactions. Data continues to flow in, improving the AI’s knowledge base. Future integrations will allow the company to automatically track calls, create follow-up tasks, and generate sales leads—setting the stage for scalable, cost-effective customer support.