The challenge
CloudStack Pro's 8-person support team was fielding repetitive calls about billing cycles, seat management, SSO configuration, and API key rotation — questions already answered in their documentation. Growing customer count was outpacing headcount at a 2:1 rate and the team was burning out on FAQ calls instead of high-value technical work.
The solution
Voxovo's inbound agent is connected to a CloudStack knowledge base (KB) indexed from their docs portal. Callers describe their issue; the agent retrieves the relevant KB answer and walks them through it. For billing it can pull the current plan status via API tool call. For escalations requiring backend access, it creates a prioritized support ticket with the call transcript attached and warm-transfers to the on-call engineer.
Results
- 55% of tier-1 support calls deflected without human involvement
- Average handling time for escalated calls fell 35% (agent pre-read summary)
- CSAT score held steady at 4.7/5 through 40% customer base growth
- Support team overtime eliminated in Q1
“We grew 40% in six months without hiring a single additional support agent. The AI handles the FAQ grind; the team handles the complex stuff they actually enjoy.”
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