We replaced a queue-and-hold phone line with an intelligent voice system. Callers are understood, routed, and resolved without waiting for an agent — and every call is transcribed back into the CRM.
- Client
- Regional insurance provider
- Year
- 2026
- Services
- AI Based Development
- Automation
- Stack
- Node.js
- Twilio
- Claude API
- PostgreSQL
- Redis
- AWS Lambda
Case study
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Start a project01Brief
A support line that handled thousands of calls a month with a hold time measured in minutes. Most calls were the same six questions — policy status, renewal dates, claim progress — that a human was reading off a screen.
02Challenge
Callers hated the menu tree, agents burned out on repetition, and after-hours calls went to voicemail. The client needed a system that understood natural speech, could act on account data securely, and never dropped a call into a dead end.
03Approach
- 01
Mapped every inbound intent from three months of call transcripts and ranked them by volume and resolvability.
- 02
Built a speech-to-intent layer on the Claude API with strict tool access: the agent can read policy state and open tickets, nothing more.
- 03
Designed graceful hand-off — when confidence drops, the caller reaches a human with the full transcript already on screen.
- 04
Wrote every call summary back into the CRM so the support team sees one timeline, not two systems.
04Result
Eight in ten calls now resolve without an agent, average handle time for the rest fell by a third, and the line answers at 3 a.m. with the same accuracy as 3 p.m.
- calls deflected
- 0%
- coverage, no queue
- 0/7
“Working with MyCTO Innovations has been a game-changer for our company. Their innovative tech solutions have streamlined our operations.”
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