The kind of team this fits: a US multi state carrier handling inbound policy and claims queries across 19 states, roughly 210 agents, 260,000 calls a month.
The morning before
260,000 calls a month at eight minutes each means agents spend most of a shift on servicing that doesn't need judgment, a policy question, an address change, a payment confirmation, while the caller with a genuinely hard claim waits in the same queue behind all of it.
Image, the morning beforeA photo or illustration of what this looks like today, before any of this runs.
How this could run
Not a feature list. The actual sequence, from the moment the case lands to the moment someone signs it.
- 01
Routine servicing gets answered end to end
Policy and claims queries that don't need judgment get resolved by conversational voice AI.
- 02
Complex or sensitive calls escalate with context
Anything that needs a person hands off to an agent who already has the full picture, not a caller repeating themselves.
- 03
Agent time shifts to where it matters
The calls that actually need a human get more attention, not less.
Image, inside Zen StudioScreenshot of a Zen Studio canvas configured for a workflow like this one.
What doesn't change
A person still takes every call that needs one. What changes is how many calls actually needed a person in the first place.
What this could mean
Illustrative, based on the shape of a workflow like this one. The real number depends on the case, the team, and how it's configured.
40%Reduction in average handle time
60%+Queries resolved without human handoff
Image, inside Zen PilotScreenshot of the Zen Pilot dashboard or explainability panel for a run of this workflow.
Where this lives in the platform
For a vp, customer operations, a workflow like this starts as a conversation with Zara, describing the process in plain language and getting a first draft of the team back in the same session. Zen Studio is where engineering opens that draft, sets the guardrails node by node, and versions it before it goes live. Zen Pilot is where it actually runs, and where anyone can watch a case move through it in real time, node by node, with the reasoning attached.
