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

Описание: 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.