Why a Gen-Z AI Voice Outperformed Every “Professional” Voice in a Fortune 500 IVR
A customer support leader discovered that a natural, relatable AI voice not only changed customer behavior but also drove more sales.
Book a demoOutcome At-a-Glance
Rime’s voice resulted in higher containment rates, lower abandonment rates, and a more cost-efficient operating model.
Challenges that the Fortune 500 Company was Facing
As a service provider operating at a massive scale, this Fortune 500 company runs one of the most advanced customer service environments in the industry. However, its customer service was constrained by a legacy touch-tone IVR, causing call containment to stall at 50%. In order to succeed, the IVR system needed to accomplish:
Security
Strict enterprise-grade security standards.
Latency
Ultra-low latency for real-time customer interactions.
Performance
High-scale performance to handle massive call volumes.
Pronunciation
Pronounce client's unique branding and names correctly every time.
Rime’s Solution
One Configuration for All Voices
Custom pronunciations were configured once and worked across every Rime voice, eliminating costly workarounds when switching styles or speakers.

Designed for High-Volume Efficiency
With an optimized architecture and private cloud deployment, Rime delivered a more cost-effective voice layer at scale.

Built for Secure, Low-Latency Environments
Rime ran in the company's private cloud, reducing latency, protecting sensitive data, and using existing infrastructure credits.

The Journey Towards Success
The team first used Rime to train agents, using AI voices to simulate real callers with different tones and issues, boosting sales by 23%. Encouraged, they moved to the IVR next and chose a voice that performed well while feeling relaxed and relatable.
Customers responded by speaking in full sentences, describing problems more openly, and even saying thank you.
20% of callers thanked the AI agent at the end of their interaction, and another 20% declined transfer to a human agent.
Talk to us about piloting Rime?
Quality
Increase conversion with voices that sound like everyday people.
Latency
Deploy on-prem, VPC, or via cloud API for as fast as 80ms TTFB
Customizability
Pronounce key words correctly, spell out emails, IDs, and more.
