it_support · services · workflow
Everise contains 65% of internal service desk tickets with Retell AI voice bots
Everise's internal global IT help desk relied on a complex IVR requiring employees to navigate multiple branches, with all unresolved calls going to manual agents. Previous voice bot solutions from Microsoft and AWS produced unnatural, slow, and robotic responses.
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 · Employee calls service desk
Everise employees call in from various countries including the US, India, Guatemala, and the Philippines.
Tools used
Retell AINLP
Outcome
Retell AI voice bots contained 65% of internal service desk calls, saved 600 man hours per month, and reduced call wait time by 100% from 5-6 minutes to zero.
What failed first
Previous voice bot deployments using Microsoft and AWS produced responses that were unnatural, slow, and robotic, making them unsuitable for Everise's call center needs.
Results
Time saved600
Volume65%
Grounding & classification
Source type: vendor customer story
32 fields verified against source quotes.
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