Customer support · Production

Aspire General Insurance scales voice automation to 53% and handles 37,000+ monthly calls with boost.ai

The problem

Rapid post-pandemic growth caused a surge in call volume at Aspire's contact center, creating rising wait times. A standard touchtone IVR lacked the sophistication to handle complex queries, and human agents were bogged down by repetitive questions such as payment statuses and policy lookups.

First attempt

Aspire's legacy live chat vendor went out of business, forcing a platform change. Their existing touchtone IVR could not handle complex queries or scale with growing call demand.

Workflow diagram · grounded in source

Customer calls contact center

trigger

“on the phone, looking for immediate answers, and speaking both English and Spanish”

Voice AI processes query with trained intents

ai_action

“By reusing many of the 500+ intents already perfected in their chat agent, the team ensured brand consistency and a rapid rollout”

Real-time policy and payment data lookup

integration

“They implemented a secure, read-only database integration via API calls, allowing the voice AI Agent to provide real-time policy updates and payment status directly to the caller.”

Automated resolution of routine inquiries

output

“This allowed the agent to handle the high-volume, low-complexity questions that previously tied up the live service lines.”

Escalation to live agent for complex cases

routing

“the voice agent is friendly, accurate and provides a fail-safe to transfer to a live agent if things get tricky”

Reported outcome

Aspire's Voice AI Agent automated over 37,000 interactions per month, achieving a 53% automation rate for Spanish-language conversations and 43% for English, effectively doubling contact center capacity without adding headcount.

Reported metrics

Spanish-language automation rate53%

English-language automation rate43%

English automation rate YTD45%

Monthly automated interactions37,000+

Show all 7 reported metrics

Spanish-language automation rate53%

English-language automation rate43%

English automation rate YTD45%

monthly automated interactions37,000+

contact center capacity changeDoubled contact center capacity without increasing headcount

live service team monthly call volume (reference)roughly 40,000 calls

share of interactions handled via voice automationadditional 40%

Reported stack

boost.aiVoice AI Agent

Source

https://www.boost.ai/case-studies/how-aspire-general-insurance-scaled-voice-automation-to-53-and-handled-37k-monthly-calls

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Aspire's Voice AI Agent automated over 37,000 interactions per month, achieving a 53% automation rate for Spanish-language conversations and 43% for English, effectively doubling contact center capacity without adding…

What tools did this team use?

boost.ai, Voice AI Agent.

What results were reported?

Spanish-language automation rate: 53%; English-language automation rate: 43%; English automation rate YTD: 45%; Monthly automated interactions: 37,000+ (source-reported, not independently verified).

What failed first in this deployment?

Aspire's legacy live chat vendor went out of business, forcing a platform change.

How is this customer support AI workflow structured?

Customer calls contact center → Voice AI processes query with trained intents → Real-time policy and payment data lookup → Automated resolution of routine inquiries → Escalation to live agent for complex cases.