Client: TechStyle Inc. — D2C fashion e-commerce | $12M annual revenue | 45 employees
Industry: Retail / E-commerce
Challenge: Support team of 6 drowning in 800+ monthly calls. 60% were routine order status and returns. Response times averaged 4+ hours.
TechStyle's customer support team was buried in repetitive inquiries — order status checks, return authorizations, shipping questions. During peak seasons, response times ballooned to 4+ hours. The team wanted to focus on complex issues and high-value customers but couldn't break free from the volume of routine calls. Hiring 3 more agents would cost $180K/year — and wouldn't solve the root problem.
FocusRunner deployed an AI Voice Agent in 10 business days — a fully integrated system that handles routine calls autonomously while seamlessly escalating complex issues to the human team.
Whisper (real-time STT) → Custom LLM pipeline (RAG with product catalog and return policies) → Neural TTS → Twilio SIP trunking → HubSpot CRM sync
| Metric | Before | After | Change |
|---|---|---|---|
| Avg. response time | 4.2 hours | 12 seconds | ↓ 99.5% |
| Monthly call capacity | 800 (human) | 1,200 (680 AI + 520 human) | ↑ 50% |
| Routine resolution rate | 65% | 92% | ↑ 27% |
| Lead qualification rate | 1 in 8 calls | 1 in 4 calls | ↑ 2× |
| Support team hours saved | — | 180 hrs/month | 1 FTE equivalent |
"We were skeptical about AI voice agents sounding robotic. FocusRunner's agent is indistinguishable from a good human agent — our customers don't even know they're talking to AI. The fact that it works 24/7 and our team finally has time for strategic work is game-changing." — Sarah Chen, VP of Operations, TechStyle Inc.
Based on the pilot's success, TechStyle expanded to outbound sales calls for abandoned cart recovery (+12% conversion), multi-language support (English + Spanish), and proactive order delay notifications.
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