How A Fortune 50 Automaker Achieved 85% Employee Support Automation in 60 Days with Voice AI Agent

Company

A Leading American Automaker

Languages

English (with potential support for other languages)

Industry

Automotive, Manufacturing & Enterprise Workforce Support

Channels

Voice-based employee support via automated agent; integrations with existing IT service systems

Use Cases

Automate high-volume employee access requests
Guide users through secure self-service verification flows
Deliver consistent support quality across variable call conditions
Reduce manual effort through streamlined, fully automated interactions

Overview

This global automotive giant deployed a Yellow.ai Voice AI agent that automates a key internal support process for employees. The live system now manages a rapidly increasing volume of daily calls and consistently delivers up to 85% success rate across the active user base.

By shifting this previously manual workflow into an automated model, they have been able to handle higher call volumes with reduced operational strain and faster support delivery.

Challenges

While the company had a defined internal support workflow, the shift to Voice AI surfaced several operational realities that needed closer attention:

Difficulty capturing complex alphanumeric inputs

The workflow requires employees to provide a unique alphanumeric identifier, which varies widely and is challenging for ASR systems to recognize accurately.

Impact of noisy or inconsistent call conditions

Background noise, variable call quality, and differing speaking patterns contributed to misrecognition, affecting how smoothly the flow could progress.

Growing operational load with increased call volume

As daily call volumes rose from a small set to 150-200 calls per day, manually reviewing samples and tracking success metrics became time-consuming and harder to sustain.

Temporary fixes for Automated Speech Recognition Issues

With no long-term ASR solution available yet, teams relied on prompt adjustments, call sampling, and pattern identification to maintain performance, effective short-term but not scalable.

Solution: Voice AI-driven employee support via Yellow.ai

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1

Voice AI automation for secure, guided workflows

Yellow.ai’s Voice AI engine automated a previously manual support flow by capturing employee inputs in real time and guiding callers through each step with clear, contextual prompts, achieving a consistent 80-85% success rate from launch.

2

Scalable architecture for high-volume operations

Built on Yellow.ai’s robust voice platform, the system seamlessly scaled from 20–30 daily calls to 150-200, maintaining performance even as usage expanded across employee groups and support demand increased.

3

Adaptive processing in varied call environments

Yellow.ai’s voice AI agents handled real-world variability, such as noise, call quality differences, and diverse speaking patterns, allowing the workflow to continue smoothly despite conditions that typically disrupt voice-based systems.

4

Ongoing optimization through flexible tuning tools

Using Yellow.ai’s configurable prompt and flow controls, teams iteratively refined the experience by reviewing sampled calls, identifying patterns, and updating responses, strengthening accuracy even without a permanent ASR fix.

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Time to go live

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Automation achieved

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Interaction automated

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CSAT achieved

Impact

Rapid Time-to-Value

They moved from kickoff to first go-live in ~60 days—then expanded to additional employee groups within 90 days, proving the solution’s adaptability across use cases.

High-volume employee requests that previously required manual handling are now resolved end-to-end through automation, freeing up internal teams for higher-value work.

Automation at scale

Operational Resilience

As call volumes surged 7x, the system absorbed the load seamlessly without needing to add headcount, creating no backlog, or dropping in quality.

Consistent Employee Experience

Yellow.ai’s Voice AI adapted to noisy environments, inconsistent audio, and complex alphanumeric inputs, challenges that typically break traditional voice systems.

Employees receive fast, guided support regardless of call conditions, leading to stable satisfaction and minimal friction in a critical internal workflow.

Built for Real-World Conditions

“Partnering with Yellow.ai has transformed one of our most complex employee support processes. The Voice AI agent delivered automation results far beyond our expectations, achieving 85% success rates within weeks and scaling effortlessly as call volumes surged. What once required significant manual effort is now a seamless, fully automated experience for our workforce. This initiative has improved efficiency, reduced operational load, and strengthened the overall employee experience.“

– General Manager, Automotive Delivery | Global IT Services Partner