Toptal automates more than 40% of customer calls with AI voice bot for financial services provider.
A financial services provider partnered with Toptal to develop an AI voice bot that automates customer calls with personalized responses and integrates with its existing communications infrastructure.
Client
A US-based financial services provider automating customer calls with an AI-powered voice bot.
Employees
Revenue
Industry
Financial ServicesDelivered Services
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The company wanted to automate customer service calls but lacked the specialized AI engineering expertise required to build its first voice bot. The solution needed to handle personalized financial queries while meeting enterprise requirements for performance, compliance, and communication quality.
Solution
Enterprise AI Voice Bot
Toptal developed the voice bot using Python, FastAPI, WebSockets, Twilio, and hosted speech-to-text, text-to-speech, and large language models, integrating the solution with the company’s existing IVR infrastructure.
Personalized RAG Architecture
Toptal implemented RAG capabilities that enabled the bot to answer customers’ personal financial queries while adhering to defined language and tone requirements.
Outcome
Transformative Automation
The AI voice bot now handles more than 40% of customer calls, significantly reducing the volume previously managed manually by customer service agents.
Reduced Customer Wait Times
Automating a substantial share of incoming calls reduced customer wait times while establishing a scalable foundation for AI-powered customer service.
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