Executive Summary

A German health tech company that makes emergency wearables for seniors, needed to handle more customer calls - but didn't want to hire more staff.

They turned to Leaping AI for help. Our voice AI solution let them make 5x more calls with the same team, got customers to return devices they kept after canceling, and fixed their paperwork backlog. They saw positive ROI in the first month just from recovered devices.

About the company

The German company sells emergency watches for elderly people. When seniors press a button on their watch, it connects them to help - either ambulance services or their caregivers. The company offers these devices through a subscription model throughout Germany.

They grew quickly but faced the challenge of scaling their customer support without a matching increase in costs.

The Problem

The small team of 20-30 call center agents couldn't keep up with five main challenges:

  1. Growth bottleneck: They needed to make and take more calls but couldn't afford to hire more staff.
  2. Missing paperwork: Many customers hadn't signed required activation forms, creating a legal risk.
  3. Unreturned devices: When customers canceled, many kept their devices - which cost the company money.
  4. Regular check-ups: They needed to call customers regularly to make sure they were okay and happy with the service.
  5. Call volume spikes: German regulations required all customers to call on specific "vant" days, which overwhelmed their team.

Their Chief of Staff told us: "We had a small team trying to do the work of a much larger call center. We couldn't scale our customer support at the same rate as our business growth."

The Solution: Leaping AI Voice Agents

We built a complete voice AI solution that worked for both outbound and inbound calls:

1. Multiple AI Agents for Different Tasks

We created separate voice AI agents to:

  • Call customers about missing activation forms
  • Request the return of devices after cancellation
  • Make regular check-in calls to elderly users
  • Answer basic customer questions
  • Handle high call volumes during regulatory periods

2. Easy Transitions Between AI and Humans

The system knew when to:

  • Hand off complex issues to human agents
  • Let AI handle simple, repetitive conversations
  • Transfer calls with all context included
  • Keep wait times short during transfers

👉 Here's how our voice AI agents can transfer calls to humans

3. Full Automation of Routine Tasks

The AI took over completely:

  • Called hundreds of customers about missing forms
  • Sent reminders about device returns
  • Made all the routine check-in calls
  • Answered common questions

4. Spike Management

During high-volume periods, the AI:

  • Scaled up instantly to handle all incoming calls
  • Kept consistent quality even under pressure
  • Reduced wait times to near zero
  • Freed human agents for only the most complex issues

How We Set It Up

After an implementation phase of only two weeks:

  1. We built the first AI agent to handle device returns - their most urgent need.
  2. We added more AI agents for other tasks one by one.
  3. We trained their team to create and adjust their own AI agents using our platform.

The Results

After just one month, big improvements showed:

1. Massive Increase in Call Capacity

  • Before: Limited to what 20-30 agents could handle
  • After: 5x more calls with the same team size
  • Result: More customer touchpoints without added costs

2. Strong Device Return Rates

  • 18-25% conversion rate on getting canceled customers to return devices
  • Performance matched what human agents achieved
  • Five-figure ROI from recovered device value in the first month

3. Reduced Paperwork Backlog

  • Hundreds of activation forms signed and returned
  • Legal compliance issues resolved
  • Better record-keeping across the board

4. Better Customer Service

  • No wait times, even during peak periods
  • More regular check-ins with elderly users
  • Quick answers to common questions

5. Cost Control

  • No need to hire additional call center staff
  • Lower cost per customer interaction
  • Positive ROI within weeks of launch

Seven Months Later

After using Leaping AI for seven months, the company now:

  • Creates their own AI agents for new use cases - here are our best prompt engineering tips for voicebots
  • Uses the no-code platform without technical help
  • Tests new scripts and approaches
  • Expands AI use to more parts of their business

About Leaping AI

Leaping AI builds voice AI technology that helps businesses talk to customers without hiring more staff. Our AI call center solution can handle up to 70% of customer service calls while keeping 90% customer satisfaction.

With natural-sounding voices, quick responses (under 2 seconds), and systems that improve over time, our voice agents help healthcare companies, retailers, and other businesses provide excellent service at a lower cost.

Want to see how our voice AI can help your business do more with less?

👉 Contact us today