How Flexcar uses Voice AI to scale phone support without hiring more agents скачать в хорошем качестве

How Flexcar uses Voice AI to scale phone support without hiring more agents

How do you grow customer support without growing headcount? In this interview, Lesley Ong, Director of Infrastructure and Strategic Planning at Flexcar, shares how Flexcar implemented Voice AI to modernize phone support, increase containment rates, and scale customer experience without expanding their team. Flexcar is a fast-growing car subscription service with the majority of support volume coming through phone. As the company expanded into new cities, they needed a smarter way to handle growth, reduce staffing pressure, and improve reporting accuracy — without compromising customer experience. In this conversation, Lesley explains: Why traditional IVR was creating friction How 60% of their support volume being phone made AI a priority How Voice AI improves containment rate and reduces repeat calls How they’re measuring ROI (sentiment, resolution time, repeat contact rate) Why AI allows them to reduce overnight staffing pressure How AI improves case tagging and customer insight visibility How Voice AI integrates with their existing stack (Zendesk, Five9, WFM tools) Flexcar took a phased approach — starting with AI agent assist, then moving to workflow automation, and now using Voice AI to handle customer contacts directly. For CX leaders and support operators considering AI for phone support, this is a practical, real-world look at: Replacing legacy IVR with conversational AI Scaling without increasing headcount Modernizing workforce management Improving customer sentiment and experience If you're evaluating Voice AI for your contact center, this conversation offers a clear view into what implementation, measurement, and impact actually look like.