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How One Retailer Recovered $1.2M From Missed Calls in 90 Days
Coral Retail had a 22% missed-call rate. Here's the exact rollout that turned every missed call into an AI-handled conversation.
Priya Mahadevan, Customer Success·April 14, 2026· 6 min read
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The starting line
Coral Retail's 41-store chain was missing 22% of inbound calls — mostly returns, order status, and "do you have this in stock?".
The rollout
Week 1: Cloned an existing IVR into a VOXOS inbound agent.
Week 2: Added knowledge base from product feed + store hours.
Week 3: Live-floor coaching with 8 supervisors.
Week 4: Full cutover, with overflow-only fallback to humans.
The numbers
- Missed-call rate: 22% → 1.4%
- Calls fully resolved by AI: 71%
- Avg handle time: 4m 12s → 2m 38s
- Recovered revenue (90 days): $1.24M