How a leading US tax-resolution firm turned $367 of voice-AI spend into 390 hours of recovered capacity.
In two months: roughly 7,900 outbound calls, 880 live conversations, and 23% ending in customer forward motion. Every one of the 64 hardship calls went to a human.
Two months, one flagship account.
Coverage
The calls humans weren't getting to · 11.2% per-dial contact rate
Conversation → forward motion
A payment commitment, a scheduled callback, or active engagement
The ramp
P1 rate Dec 2025 → Apr 2026, while volume scaled 5×
This wasn't headcount that needed hiring. It was work that needed redirecting.
Three pieces of the firm's revenue motion were being handled by humans, and handled badly: the under-$500 delinquent bucket nobody prioritised, the contracts that signed but never funded, and live inbound screening that sometimes disqualified qualified consumers.
“We have a lot of humans that are taking on raw call volume. Pay for a bot to do it because the bot's gonna be more consistent. It's not going to get insulted, it's not going to have a bad day of the week.”
Every call, one click away.
Call outcomes
Share of 880 conversations · Mar–Apr 2026
Warm-lead recovery rate
P1 forward motion, Dec 2025 → Apr 2026, while volume scaled 5×
Why they can't pay
Payment barrier tagged on every call · relative shape, illustrative
How they felt
Sentiment scored per conversation · relative shape, illustrative
Call explorer
Every call one click away: recording, transcript, and all 16 extracted fields
What's real here: the KPI strip, the outcomes donut and the recovery-rate trend are the published Mar–Apr 2026 production figures. The barrier and sentiment panels show which dimensions every call is scored on; their distributions are not published, so no percentages are given. Call identifiers are synthetic.
We earn the next use case. We don't big-bang.
- Week 1–2
Discovery + script alignment
Mapped how the firm's best closers actually worked the phone, call by call.
- Week 3
Agent configuration
Prompt build and routing setup: proven modules configured, not built from scratch.
- Week 4
Soft launch
Limited volume, full instrumentation. Errors surfaced on a real-time exception channel the same hour.
- Week 5
Full rollout
Dashboard live, two ops meetings a week from day one.
- Month 2–3
Use case 2
Phase 1 payment recovery, added once past-due had cleared its own ROI bar.
- Month 4+
Customer-pulled expansion
Spanish 24/7 inbound went live. The next use cases were the EVP mapping his own roadmap.
Benchmarked against the vendor they had before.
“It's reciting back the case IDs perfectly. Able to have a full-blown conversation with custom fields and just being able to quote to a customer, hey, you owe $212.14. Instead of us having to use fixed values, is going to be really cool for us.”
“It's very clear who the winner is in this one.”