Technical Support Voice IVR — Enterprise Software Co.
61%
Tier-1 calls resolved autonomously
60%→22%
Agent time on automatable queries
4.4★
CSAT score for voice-resolved calls
47%
Reduction in Tier-2 queue wait time
The Challenge
An enterprise software company's technical support line was handling 9,000+ monthly calls — password resets, licence activations, and installation queries — alongside genuine technical escalations. Tier-1 agents spent 60% of their time on issues that could be resolved without human involvement, creating backlogs for customers with complex problems.
What We Built
We deployed a voice AI for Tier-1 support handling password resets (AD integration), licence key delivery, installation walkthroughs, and known issue status checks — with natural troubleshooting dialogue and automatic escalation to Tier-2 agents for unresolved issues, with full transcript and system context passed on handoff.
“Our Tier-2 engineers now spend their time on real technical problems. The voice system absorbed the entire Tier-1 volume that was blocking them.”
— Head of Technical Support
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