call_center_ai · services · workflow
Thryv turns directory assistance into a 24/7 channel with Voice AI via Synthflow
Thryv's directory assistance service was staffed by human agents limited to standard business hours, creating a structural gap where after-hours demand went unserved. Extending coverage to 24/7 was not economically viable with a traditional staffing model, resulting in missed calls and untapped demand.
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 · Caller dials directory assistance
Callers dial a New Zealand-based directory assistance line to find residential and business numbers.
Tools used
Synthflow
Outcome
Thryv's Voice AI agent now handles over 20,000 directory assistance calls per month at a 100% answer rate, recovering 4.4% more calls that previously went unanswered, and reached live production in approximately one month.
Results
Time saved20K+
Volume100%
Grounding & classification
Source type: vendor customer story
22 fields verified against source quotes.
conversational aivoice aiknowledge basehuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedprofessional servicesautomation ratecycle time reductionthroughput increasevendor customer storycall center aicustomer supportescalation workflowvoice call handling