No hold music: support calls answered in seconds

The challenge

Support lines for delivery, telecom, broadband and utilities get their heaviest load at the worst moment: during an outage or a delayed delivery wave. Queues grow, hold times stretch and customers call back, which makes the queue longer still.

Many of those calls have a simple, factual answer: status of an order, expected resolution time, plan details, how to reset something. The answer exists in your systems, it just has to be read out.

Language adds a layer of cost. Staffing every shift with agents who speak Tamil, Telugu, Hindi and English is expensive, and it gets harder at night.

How ring24 helps

1. 01

   Answers on the first ring

   There is no queue. Whether ten or ten thousand people call, each one is greeted straight away.

2. 02

   Looks up the real answer

   The agent calls your APIs during the conversation to fetch order status, ticket progress or plan details and reads them out.

3. 03

   Speaks like a local

   Callers get the answer in Tamil, Hindi, Telugu, Bengali or English, and can switch language mid-call.

4. 04

   Raises tickets with context

   If the issue is new, the agent collects the details, creates the ticket and tells the customer the reference and the expected time.

5. 05

   Hands off the hard cases

   Complaints, angry callers and unusual problems are flagged for your team with the transcript so nobody has to repeat themselves.

An order-status call

An illustrative call, shown here in English. Your agent speaks the caller’s own language.

• AgentHello, you have reached Chennai Mart support. How can I help?
• CallerMy order from Monday has not arrived.
• AgentLet me check. Your order is out for delivery and should reach you before 6 this evening.
• CallerCan you send me the tracking link?
• AgentI have just sent it by SMS. Is there anything else I can help with?

What your agent can do

• Fetch order, ticket and account status from your systems
• Create and update support tickets
• Send tracking links, invoices and instructions by SMS or WhatsApp
• Answer FAQs from a knowledge base you control
• Pass complex cases to a human with the transcript

What to measure

Because every call is recorded, transcribed and tagged with an outcome, you can track the numbers that matter to your team:

• Average time to answer, and abandoned-call rate
• Share of calls resolved without a human
• First-contact resolution rate
• Support cost per resolved call

Hear a real sample

This is a pre-recorded call from a ring24 voice agent, with live captions. Press play.

Sample call · synthetic voices · English captions are translations