Engine built Ava, a voice AI assistant, in 12 days with NeuraFlash and Salesforce to handle 300 daily cancellations. A pilot covering 10% of calls hit unusually high customer satisfaction scores. The team prioritized natural-sounding voices and fast iteration over perfection.
InGen was a company going through explosive growth. We're a modern travel and spend management platform.
The senior members of our support team were doing 300 cancellations a day.
How can we streamline and improve customer experience? How can we make this less robotic and just feel more human-centric?
NeuraFlash was the AI partner for Salesforce before AI was a thing.
NeuraFlash made an excellent partner because they operate the same way we operate. They understood that we don't have the time to wait. This is something we need to deploy, we need to get out there, and we need to test, we need to iterate.
We were all able to move really quickly with Voice AI because I think the partnership with the NeuroFlash team as well as with the Salesforce team.
That team has years, decades of knowledge working in contact centers, and they brought it to us. And they also understood the transition from old declarative if-then type models into the newer agentic generative type models.
Last year, InGen was the first to go live globally with Voice AI. We built what's now called Ava, Engine's virtual assistant in 12 days.
You can build at the speed at which you can type, the speed at which you can think, and that's what enabled us to really build that first agent, Ava, in 12 days.
It's nice to know that you're partnering with a company that is holding a really high bar of what the voice experience comes across as as well. Starting to see those early-day results was a lightbulb moment for us. Okay, I think we got something here.
We put it on live for 10% of the calls and watched it really closely.
Hi there, I'm Ava, Engine's virtual agent.
Still had latency and the voices weren't very good. Choosing that voice is important. It has to be amazing. We're gonna show the world the power of this technology, and if we miss on the experience, we miss on everything.
Hi, I'm Eva. How can I help you today?
We picked ones that were breathier because you could hear them breathing on the pauses, and all of that made it sound smoother and more human-like.
If someone's asking for something and it can be seamless and Ava can handle it, our customers love it and it works.
The customer satisfaction scores are higher than I've ever seen. Voice channel does not have to be the lowest satisfaction channel. It can be a high satisfaction channel. Engine being so proficient has been amazing. We have this team, we're hooked on it together. Everyone wants this to be amazing.
It's all about having the right mindset, having folks who aren't afraid to test new things, push the boundaries, fail and fail forward, you know, fail fast, fail forward.
Get started because you have to change. With the technology we have today, with the reach of Salesforce, there's always something we can do with your data that will start solving a problem.
