Accounting Firm Voice AI agent case study

Case

An accounting firm integrated a Voice AI Agent to streamline client inquiries, schedule consultations, and gather initial financial details.

Introduction

“Numbers & Co.,” a mid-sized accounting practice, was handling a growing volume of phone calls from both new and existing clients. These calls typically revolved around tax filing deadlines, invoicing questions, and basic compliance issues. Up to 30% of calls went unanswered during peak tax seasons, causing frustrated clients and missed leads. The firm aimed to reduce missed calls, improve efficiency, and maintain high client satisfaction.

Before Implementation

30% of inbound calls went unanswered during tax season.
Staff spent 40% of their workday addressing repetitive queries about deadlines, required documents, and fees.
Clients frequently complained about being placed on hold for too long.

After Implementation

Missed calls dropped to 1%, thanks to automated 24/7 call handling.
Routine questions (e.g., tax deadlines, invoice clarifications) were resolved within 1 minute, freeing accountants for complex tasks.
Client satisfaction scores rose by 31%, as indicated by post-call surveys and feedback.

How It Works

The Voice AI Agent greets callers, identifies the nature of their query (e.g., tax filing, bookkeeping, invoice inquiries), and offers relevant information.
For new clients, it can collect basic details—such as name, business type, and financial records—before scheduling a consultation with a human accountant.
Complex or high-value clients are seamlessly routed to senior associates for personalized discussions.

Conclusion

By adopting a Voice AI Agent, “Numbers & Co.” significantly lowered call abandonment rates, improved staff productivity, and enhanced client satisfaction. With fewer routine calls to handle, accountants can focus on detailed financial strategies and client advisories. The firm expects continued growth supported by efficient and modern client communication.