customer_support · finance · workflow
Aspire General Insurance scales voice automation to 53% and handles 37,000+ monthly calls with boost.ai
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.
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 · Customer calls contact center
Customers call the contact center seeking immediate answers in English or Spanish.
Tools used
boost.aiVoice AI Agent
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.
What failed first
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.
Results
Time saved37,000+
Volume53%
Running since2023
Grounding & classification
Source type: vendor customer story
29 fields verified against source quotes.
conversational aivoice aipolicy documenthuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedinsuranceautomation ratecost reductionemployee productivitythroughput increasevendor customer storycall center aicustomer supportautonomous resolutionescalation workflowvoice call handling