# How Swtch uses Retell AI

**50%**: “Reduced customer support costs by over 50% while continuing to scale”

As published on [retellai.com](https://www.retellai.com/case-study/how-swtch-keeps-ev-drivers-moving-with-always-on-voice-support-powered-by-retell). Captured by usedby on 2026-10-09.

- Company: [Swtch](https://www.usedby.ai/companies/swtch.md)
- Tool: [Retell AI](https://www.usedby.ai/tools/retell-ai.md)
- Industry: [Consumer Goods](https://www.usedby.ai/companies/industry/consumer-goods-fmcg.md)
- Teams: Customer Support

## What the story says

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.

> Rather than replacing human agents, Retell allowed swtch to absorb volume spikes instantly. This ensured drivers could always reach support when it mattered most.

- **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”

> 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.
>
> Carter Li, CEO

Source: [retellai.com](https://www.retellai.com/case-study/how-swtch-keeps-ev-drivers-moving-with-always-on-voice-support-powered-by-retell), captured 2026-10-09.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 50% is printed word for word on the page, near the name of Swtch.
- Checked: the passage quoted above is copied word for word from the page, near the name of Swtch.
- Checked: Swtch uses Retell AI. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/swtch-retell-ai · How we check: https://www.usedby.ai/methodology