Client & Challenge

A national manufacturer faced surging inbound customer calls—ranging from parts requests and troubleshooting plumbing or electrical issues, to scheduling service appointments. Their internal support team was overwhelmed, especially during peak recreational travel seasons, and specialist technicians were being pulled off the line for customer service. Long hold times and frequent transfers frustrated customers and increased operational costs.

Our Approach (Implement Artificial Intelligence)

• We designed a voice-AI agent specifically trained on the RV manufacturer domain knowledge: past call transcripts, technical service manuals, and parts catalogs.
  
• Implemented a call-screening flow: the AI asks callers whether they need parts, service, or sales, then routes or handles accordingly.
  
• Built a diagnostic self-service tool: when customers call with technical problems (e.g., water pump failure, power issues), the AI walks them through structured troubleshooting based on decision trees we built from technical documentation.
  
• Integrated the AI with Freedom Wheels’ CRM and scheduling systems, so the AI could directly book factory tours, service visits, or part pickup.
  
• Created escalation logic: if the issue is complex (or sentiment is negative), the AI hands off with context to a human specialist, ensuring smooth continuity.
  

Impact & Results

• The AI now handles ~55–65% of routine parts or technical inquiries, dramatically reducing load on human agents.
  
• Average call wait times dropped by roughly 45%, especially in the evening and weekend hours.
  
• First-contact resolution (self-served by the AI) increased by ~30%, because many technical questions are resolved without needing human handoff.
  
• The manufacturer cut overtime costs by nearly 25%, since fewer specialists needed to be staffed after hours.
  
• Customer satisfaction (CSAT) for calls handled by AI rose ~20%, particularly because customers appreciated not waiting or being bounced around.
  
• Sales improved: because the AI could book factory tours 24/7, they saw a 15% increase in tour appointments from callers outside business hours.
  

Best Practices

• To build a truly effective voice AI, domain-specific training data is critical in this case, service manuals, parts catalogs, and real call logs.
  
• Escalation thresholds are essential. Without them, customers might get stuck in loops.
  
• A phased pilot (starting with parts calls) helped minimize risk and allowed iterative training.
  
• Continuous monitoring and tuning (especially of sentiment and misrecognition) ensures the AI remains accurate and customer-friendly.
  

How (IAI) Implement Artificial Intelligence Helped 

By deploying our tailored AI voice solution, Implement Artificial Intelligence enabled them to:

• Scale support without exponentially increasing headcount
  
• Improve customer experience by reducing wait times and transfers
  
• Increase sales via better appointment booking
  
• Lower support costs, especially for after-hours staffing