Retell AI automates 8,000+ monthly calls for Matic Insurance with 85–90% transfer success rate
Matic's call operations faced mounting inefficiency across 120,000 monthly calls: after-hours calls were dropped or mishandled by third-party vendors, agents spent 7–9 minutes per call on repetitive data collection before any consultative work, and scheduling delays caused missed appointments and lost high-intent leads.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Incoming call arrives
An incoming call arrives after hours or as a scheduled appointment follow-up.
Tools used
Retell AI
Outcome
Matic handled 8,000+ calls with AI in Q1 2025, achieved an 85–90% transfer success rate for appointment calls, automated ~50% of low-value tasks, maintained an NPS of 90 throughout the rollout, and saw 80% of customers complete AI-handled calls without requesting a human agent.
What failed first
Third-party call center vendors handling after-hours calls delivered poor performance, with volume constraints causing missed calls, inconsistent messaging, and high-intent leads slipping through the cracks overnight.