Background
Ring is Amazon's home security brand, selling video doorbells, cameras, and alarm systems to millions of households. Support demand follows the consumer hardware calendar: every holiday season, millions of new devices get unboxed, and inbound call volume spikes with them.
The Challenge
Facing a surge in customer support calls during the holiday season, Ring weighed three paths: expand call-center capacity, lean harder on traditional automated phone systems, or deploy AI voice agents that could respond naturally to customers.
They found that traditional IVR couldn't deliver the experience they were looking for, and scaling human capacity for a seasonal spike didn't make financial sense. Any voice AI solution would have to meet Amazon's high bar for customer experience and consumer data protection.
To find the right partner, Ring ran a full evaluation where more than 40 AI voice vendors were tested.
Why Vapi
When [Amazon] Ring customers call in, they expect fast, high-quality support. After evaluating dozens of vendors, Vapi stood out.
The deciding factor was flexibility and granular control: Ring's Customer Support team could shape exactly how the AI agents behaved in live customer interactions, iterating quickly without having to manage the voice pipeline themselves. And Vapi's open API made it simple to integrate with Amazon's existing infrastructure.
Following a successful holiday-season pilot, Amazon Ring went all in on Vapi.
Outcomes
- 100% of inbound call volume now runs through Vapi
- Zero to production in two weeks
- CSAT scores keep increasing, with Ring's high support bar maintained
- 50% time on call reduction
- 70% cost per minute reduction
Post-deployment, Vapi enables Ring's teams to iterate quickly to continuously improve the agent. Operations teams tune the agent experience themselves, without depending on engineering.
Vapi gives our teams the ability to tune the agent experience without depending on engineering.
Moving all inbound volume to AI agents is usually where support quality begins to degrade. Ring's went the other way: customer satisfaction scores improved after deployment and have kept climbing since.
We’ve maintained our high bar of support for our customers, and CSAT scores have improved. A lot of AI tools promise great outcomes – Vapi has delivered on them.
