50%
“Reduced customer support costs by over 50% while continuing to scale”
As published on retellai.com. Checked by usedby on Oct 9, 2026.
What happened
Swtch, an EV charging network provider, uses Retell to run an AI voice agent named Lucas that answers inbound driver support calls about accessing charging services. It absorbs routine, high-volume calls and call surges so human agents can focus on complex cases.
Summary written by usedby from the source page, in English. The figures are those of Retell AI and Swtch, not ours.
- approximately 5 seconds“Calls answered in approximately 5 seconds, replacing multi-minute hold times”
- 5,000–8,000“5,000–8,000 inbound calls per month handled by Lucas”
Rather than replacing human agents, Retell allowed swtch to absorb volume spikes instantly. This ensured drivers could always reach support when it mattered most.
The cost of our customer support team was increasing 300 to 400 percent a year. By introducing Lucas on Retell, we were able to reduce that burden by over 50 percent and drastically improve our SaaS margins.
What the story claims, and what we checked
What we compared with the page.
- The figure: 50%CheckedPrinted word for word on the page, near the name of Swtch.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Swtch.
- Swtch uses Retell AICheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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