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
1
Customer calls contact center
Trigger
Customers call the contact center seeking immediate answers in English or Spanish.
▾ source quote
“on the phone, looking for immediate answers, and speaking both English and Spanish”
2
Voice AI processes query with trained intents
Ai action
The Voice AI Agent draws on 500+ pre-trained intents to process caller queries in English and Spanish.
▾ source quote
“By reusing many of the 500+ intents already perfected in their chat agent, the team ensured brand consistency and a rapid rollout”
3
Real-time policy and payment data lookup
Integration
A secure, read-only database integration via API calls allows the Voice AI Agent to provide real-time policy updates and payment status directly to the caller.
▾ source quote
“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.”
4
Automated resolution of routine inquiries
Output
The Voice AI Agent resolves high-volume, low-complexity questions that previously tied up live service lines.
▾ source quote
“This allowed the agent to handle the high-volume, low-complexity questions that previously tied up the live service lines.”
5
Escalation to live agent for complex cases
Routing
The Voice AI Agent provides a fail-safe transfer to a live agent when interactions require human expertise.
▾ source quote
“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
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Source
https://www.boost.ai/case-studies/how-aspire-general-insurance-scaled-voice-automation-to-53-and-handled-37k-monthly-calls
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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.

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