How TripCity cut live call volume in half with AI Voice Agent “Miles"
"For this month alone, 54% of our calls are being handled by Miles," says Gus Alcantara, Senior Manager of Marketplace Operations at TripCity.
TripCity is a car-sharing marketplace that connects vehicle owners with drivers who need personal-use rentals or vehicles for rideshare services like Uber. Operating with just five customer support agents, the team handles 5,000 to 6,000 calls per month from both sides of their two-sided marketplace.
The challenge
Before implementing an intelligent call routing system, TripCity's small team faced overwhelming call volume. Every onboarding question, payment issue, and verification check request went directly to agents, with no filtering or initial triage.
As TripCity scaled and onboarded more users, the situation became unsustainable. Agents were overwhelmed, the missed call rate was climbing, and there was no bandwidth left for more strategic projects.
Gus knew something had to change.
"About 70% of our calls were coming in with the same types of questions. We were busy, but not always productive."
With 70% of calls coming from drivers who often needed simple information about the platform, processes, and payment timelines, agents found themselves answering the same questions over and over.
The risk was clear. Slow responses would frustrate drivers, delay bookings, and limit TripCity’s ability to scale. For a young marketplace competing in a crowded, price-sensitive industry, even small drops in service speed could cost real revenue. The team needed a way to scale support without scaling headcount.
The turning point
Gus joined TripCity seven months ago with a mission to revamp internal operations. One of his first priorities was building out an IVR system to route calls more efficiently. Around the same time, an Aircall trial offer for 500 free AI Voice Agent minutes landed in his inbox, and it was the catalyst for trying something new.
Gus decided to start by using AI Voice Agent with new drivers, whose questions were the most predictable and repetitive. He built the IVR, named the agent Miles, and launched the pilot on August 18th.
The solution (Miles takes the wheel)
Miles was designed to greet callers, understand their needs, and guide them through common scenarios. His knowledge was built by the team itself, using a simple configuration process. The setup was straightforward: when a customer calls, they indicate whether they are a new driver, need billing assistance, or are calling about an active rental. Miles then asks follow-up questions to understand the issue and provides instructional guidance, policy explanations, or next steps.
"The fact that you have the option to test the AI Voice Agent before you push it live is huge because that's how you can make the right tweaks."
The implementation was remarkably smooth. Gus configured Miles to attempt to resolve issues three times before escalating to a live agent, ensuring that customers with simple questions got immediate answers while complex cases still received human attention. For escalated calls, the team leveraged Aircall’s AI Assist to review call summaries and context, so agents could jump in fully-informed.
“AI Assist has been great in giving us context before calls, and then clear summaries afterward. The team knows what to expect going in, and how the conversation went once it’s over.”
After testing Miles on the new driver line from August 18th through September 21st, the results were undeniable: 10% of calls were being absorbed by Miles. That alone was a significant win for a five-person team.
Gus expanded Miles to two additional lines in late September: active bookings and billing. That decision transformed operations entirely.
The results
30% of total calls absorbed by Miles over two and a half months
54% of calls handled by AI Voice Agent over the past month
87% of calls resolved without escalation to live agents
Significant reduction in manual workload and operational overhead
The numbers tell a powerful story. In TripCity's first test period from August 18th through September 21st, Miles absorbed 10% of overall calls. After expanding to additional lines, that number jumped dramatically.
Over the past month, Miles handled 54% of all inbound calls without any human intervention. Of the calls that did reach Miles, 87% were fully resolved without escalation, meaning only 13% needed a live agent to step in.
Even more impressive, many of those escalated calls could have been resolved by Miles.
“Most of the calls that reached our team didn’t actually need a live agent—Miles had already answered the question thoroughly. Customers just wanted the reassurance of hearing the same information from a human.”
For the five agents on the team, the impact has been transformative. Before Miles, they were stuck in a reactive loop of answering the same questions over and over. Now calls are spread out, workloads are manageable, the team feels less overwhelmed and has time to focus on higher-value projects, and customers are getting faster answers.
“Our AI Voice Agent didn’t replace anyone—it just made everyone’s job better.”
Customer feedback has been surprisingly positive. Many callers do not even realise they are speaking with an AI agent until midway through the conversation, which speaks to the quality of the experience Miles delivers.
“With Aircall, customers are getting clear guidance immediately. They never wait, and it drives a noticeably smoother experience.”
Even as call volumes continue to climb, TripCity has held strong service levels without needing to hire more agents.
Looking ahead: proactive support and outbound expansion
Gus Alcantara has set an ambitious goal: getting over 50% of calls consistently handled by Miles. He's currently analysing call patterns and knowledge gaps to optimise Miles' responses.
And Gus is not stopping at inbound support. He envisions a future where Miles becomes a proactive engagement tool, reaching out to customers before they need to call. With Aircall aiming to release outbound AI Voice Agent capabilities in Q1 2026, TripCity plans to be able to use Miles for affiliate partner outreach, retention campaigns, and sales follow-ups.
The’re also planning to expand Miles to other verticals of the business. "I can foresee Miles reaching out to customers before they need to call us. Moving away from reactive support is huge," Gus said.
Advice to others
For companies hesitant to adopt AI, Gus has simple advice: test it out.
"Just do it. Find different aspects of the business where you're struggling, and test it out. Aircall made it really easy for us to understand how AI Voice Agent works and get it built."
The key is starting small, identifying a high-volume, repetitive use case, and iterating from there. For TripCity, that meant focusing on onboarding new drivers first, proving value quickly, and then expanding to other call lines.
Ready to transform your call handling?
Aircall's AI Voice Agent can help your team handle enterprise-level call volume without adding headcount. Companies like TripCity are scaling their support, and you could be too, with Aircall. Book your demo today.