A U.S.-based national record retrieval enterprise supporting legal and insurance workflows. The organization manages high-volume outbound follow-ups with medical facilities and custodians to obtain timely status updates and records across a broad geographic footprint.
Following the onboarding of multiple downstream clients, the organization experienced a sudden and sustained increase in retrieval follow-up demand, creating immediate capacity pressure with no room for disruption, missed SLAs, or inconsistent documentation.
The organization faced a familiar but high-risk scaling challenge:
● Call volumes increased faster than hiring and training cycles could support
● Each case required repeated outbound follow-ups to reach custodians and secure updates
● Human-handled calling included long IVRs, no answers, and high administrative time per call
● Pre-call preparation and post-call documentation created significant overhead
● Delays risked SLA misses, downstream client dissatisfaction, and operational bottlenecks
Hiring additional agents would have taken weeks and introduced long-term cost exposure if volumes normalized. The team needed production-ready capacity immediately, not another pilot or workflow experiment.
The organization deployed CallBotics’ autonomous calling platform as an elastic capacity layer for record retrieval follow-ups.
Because CallBotics’ AI models are pre-trained on record retrieval workflows, the solution went live rapidly:
● 48 hours to deploy and activate AI calling
● An additional 24 hours to complete API integrations for system updates
Within 72 hours, CallBotics was operating in live production, placing outbound calls to medical facilities, navigating IVRs, engaging custodians when reachable, and automatically capturing outcomes in the client’s case management system.
● Multiple call attempts per case based on retrieval urgency and lack of response
● Success is measured as a Success Rate, defined as any custodian interaction resulting in a status update or actionable information
● Quality is measured through QA sampling across disposition accuracy, note completeness, and compliance adherence
● Continuous daily execution as part of core operations, not time-boxed pilot usage
● API driven updates to automatically log call notes and dispositions directly into the client’s case management system
CallBotics functioned as a live extension of the client’s retrieval operations, complementing human teams rather than replacing them.
Over the active engagement period to date, CallBotics has delivered sustained, production-grade performance at scale:
● Approximately 57,000 outbound calls being handled per month
● Average handling time (AHT) reduced by 50% by eliminating pre-call and post-call overhead
● Cost per call reduced by 64% while maintaining the same daily call throughput per equivalent capacity
● 76% Success Rate sustained in production
● 97% Quality sustained through QA checks and automated documentation consistency
● 19% Reduction in Cycle time, which is a key metric for record retrieval operations
● At the program level, the organization avoided adding approximately 34 FTE equivalent capacity to support the same monthly call volume
● System Integration: Automated call logging and disposition updates via API
Within the first 60 to 90 days of production usage, the organization observed: ● Immediate capacity expansion without recruiting, onboarding, or training cycles
● Lower average handling time driven by the removal of administrative overhead from the calling workflow
● Reduced low-value agent workload, allowing human teams to focus on escalations and complex cases
● More consistent documentation quality driven by automated logging and structured dispositions
● No increase in compliance incidents, complaints, or audit findings
● Clear operational visibility through standardized call notes, outcomes, and system updates
Most importantly, the organization avoided SLA risk during a critical growth phase without overcommitting to fixed staffing costs.
By automating repetitive, high-volume calling tasks, the organization was able to:
● Improve operational efficiency without increasing headcount
● Maintain stable retrieval outcomes at scale during volume surges
● Reallocate human capacity to higher value exception handling
● Convert variable volume spikes into predictable unit economics
● Deliver measurable ROI while maintaining enterprise quality and governance expectations
Turn record retrieval follow-ups into production infrastructure. Discover how CallBotics can help you scale outbound operations in days, not months. Book a free 5,000-minute pilot at www.callbotics.ai“We did not bring in CallBotics to experiment. We brought it in because we needed immediate, production-ready capacity without disrupting our operations. Within days, it was running as a seamless extension of our retrieval team. The impact was measurable. Lower costs, faster cycle times, and more consistent documentation, all while maintaining the quality and compliance standards our clients expect. Most importantly, it allowed us to scale during a critical growth phase without locking ourselves into long-term staffing risk.”
VP, Operations at a U.S.-Based National Record Retrieval Enterprise
CallBotics is the world’s first human-like AI voice platform for enterprises. Our AI voice agents automate calls at scale, enabling fast, natural, and reliable conversations that reduce costs, increase efficiency, and deploy in 48 hours.
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