Always-on support members can trust.
How a leading identity protection and credit monitoring provider used a Humach digital voice agent to contain 40% of calls, save about $750,000 a year, and cover nights, weekends, and holidays without sacrificing security.
Illustrative example
Key results at a glance
A leading identity protection and credit monitoring provider deployed a Humach digital voice agent to handle routine calls such as password resets, general FAQs, and retention. The agent now contains roughly 40% of calls, generates about $750,000 in annual savings, and avoids $1.3 million in overnight and weekend staffing costs, while AI Whisperers™ lifted its accuracy from 60% to 90%.
Containment rateCalls fully resolved without a live agent
Annual savingsAcross operations
Avoided labor costFor overnight and weekend staffing
Digital agent accuracyUp from 60% at initial build
Source: Humach client results. Savings and cost avoidance figures are approximate. Containment = calls fully resolved by the digital agent without transfer to a live agent.
When a member calls about their identity or credit, there’s no good time to wait.
Identity protection runs on trust. A member who suspects fraud at midnight or can’t log in on a holiday weekend needs a fast, secure answer, and every unanswered call is a chance to lose that member.
Growth outpaced a live-agent-only model
A fast-growing membership base put mounting pressure on support. Heavy reliance on live agents drove up labor costs as volume climbed, and gaps in after-hours, weekend, and holiday coverage left members without help. Long queues meant higher abandonment and missed retention opportunities. With new agents taking 60 to 90 days to reach full proficiency, the team couldn’t flex fast enough to keep pace.
A secure digital voice agent for routine, high-volume calls
Humach deployed a digital voice agent to take on password resets, general FAQs, and retention calls, freeing live agents for complex, high-value conversations. Integrated with the client’s homegrown systems and CCaaS platform, it has secure, real-time access to account, plan, billing, and refund data.
Built to be secure, personal, and always improving
Three choices made the digital agent safe for high-trust conversations, and kept it getting better after launch.
Connected to the systems members trust
Direct integration with the client’s homegrown systems and CCaaS platform gives the agent real-time access to account, plan, billing, and refund data, plus tailored dark web research that flags potential fraud in the moment.
Retention that protects revenue without pressure
Multiple personalized save and refund options, aligned to the client’s own policies, make every retention conversation count. When a call needs a human touch, the agent hands off with full context and notes already in the CRM, so members never repeat themselves.
AI Whisperers™ guide it from build to go-live and beyond
Subject matter experts who know the program from a live-agent standpoint trained the digital agent through go-live. They continue to review interactions and surface fresh insights, so the agent keeps improving well past launch.
Always-on coverage
Nights, weekends, and holidays, with no queues
Better for members, lighter for the operation
Immediate, accurate help at any hour
Members get always-on, 24/7 support with no queues. The digital agent delivers answers that match or exceed a fully ramped live agent, resulting in more consistent, high-quality interactions and stronger customer satisfaction and brand trust.
Lower costs without adding headcount
By fully resolving about 40% of calls and reducing live agent demand, the digital agent generates roughly $750,000 in annual savings. It also avoids $1.3 million in overnight and weekend staffing costs, and more than $100,000 in turnover-related expenses.
Operational context. Live agents needed 60 to 90 days to reach full proficiency. The digital agent operates at 100% productive time and runs 30% faster than live agents, so support capacity scales with membership growth.
A digital agent that never sleeps, paired with human expertise that never stops sharpening it. That’s automation done right.
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Questions about this case study
Quick answers about the digital voice agent, the results, and how it keeps high-trust calls secure.
What is a digital voice agent?
A digital voice agent is an AI-powered agent that answers phone calls and resolves routine requests, such as password resets, general FAQs, and retention calls, without a live agent. It connects to a company’s systems for real-time account data and hands off to a live agent, with full context, when a call needs a human touch.
What percentage of calls did the digital voice agent automate?
The digital voice agent contains roughly 40% of calls for a leading identity protection and credit monitoring provider, fully resolving those interactions without a live agent and reducing live agent demand.
How much did the digital voice agent save?
The digital voice agent generates approximately $750,000 in annual savings. It also avoids $1.3 million in overnight and weekend staffing costs and more than $100,000 in turnover-related expenses.
Can a digital agent handle sensitive identity and credit calls securely?
Yes. The digital agent is integrated directly with the client’s homegrown systems and CCaaS platform for secure, real-time access to account, plan, billing, and refund data. It uses tailored dark web research to flag potential fraud in the moment, and hands complex calls to live agents with notes already logged in the CRM.
How did AI Whisperers improve the digital agent’s accuracy?
AI Whisperers™, subject matter experts who understand the program from a live-agent standpoint, guided the digital agent from initial build through go-live and lifted its accuracy from 60% to 90%. They continue to review interactions and surface insights so the agent keeps improving after launch.
How does the digital agent handle retention and cancellation calls?
The digital agent offers multiple personalized save and refund options aligned to the client’s own policies, protecting revenue without pressuring members. When a member needs a human, the agent transfers the call with full context so the member never has to repeat themselves.