customer_support · finance · workflow
Retell AI cuts Sunshine Loans call abandonment from 30% to under 5% and automates 75–80% of inbound support
Sunshine Loans depended on costly offshore call centers that could not keep up with rising contact volume. Abandonment rates ran as high as 20–30% and the offshore model failed to deliver the customer respect the brand aimed for.
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 · Inbound call arrives
A customer places an inbound call that the Retell AI voice agent is designed to handle.
Tools used
Retell AI
Outcome
Retell AI now handles 75–80% of inbound calls fully autonomously, cutting abandonment rates to around 5–6%, replacing 100+ offshore agents with 24/7 AI coverage, and enabling multilingual expansion into non-English-speaking markets.
What failed first
Even with 100+ offshore agents, abandonment rates hit 30% and customer satisfaction was inconsistent, while the offshore model proved incompatible with the company's customer-respect values.
Results
Time savedmore than 700,000
Volume20 to 30%
Cost replacedspending millions on outsourced phone support
Grounding & classification
Source type: vendor customer story
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conversational aitranslationvoice aicall recordingfailure mode describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedfinancial servicesautomation ratecost reductioncustomer satisfactiondeflection rateemployee productivityvendor customer storycall center aicompliance monitoringcustomer supportautonomous resolutionvoice call handling