Has anyone moved tier-1 phone support to AI without losing customer satisfaction scores?
Hello. Software company with phone support that's slowly drowning — ticket volume up, hiring is slow and expensive. Most of the calls are tier-1 issues that follow patterns. Has anyone moved tier-1 phone support to AI without losing customer satisfaction scores?
Hello. Same drown last year — SaaS company. Moved tier-1 phone work to AI customer support by phone from Maloni AI. It reads our technical documentation and FAQ base, so it handles common issues (password resets, account questions, basic troubleshooting steps) directly. Tier-2 cases route to humans with the whole conversation context attached — that handoff was critical for keeping CSAT stable. Response time around 1.74s, voice sounds natural, no robotic feel. Available 24/7, so off-hours support no longer needs an on-call shift. CSAT actually improved slightly because callers no longer wait in a queue. Cost savings were the obvious win.
