AI Voice Agent Case Study: eSign
eSign is a well-established, UK-based eSignature provider that delivers secure, compliant signing solutions to organisations across regulated sectors, including healthcare, government, finance and real estate. eSign uses HaiLO Voice Agent AI to help respond to general customer queries and route calls to the relevant team or department when customers need additional help.
Customer support is an important part of the eSign experience. Launching HaiLO has been a great way to step into the New Age with AI agents, in addition to supporting our customers with their queries and helping our team to focus on more complex support queries. This solution has helped us cover not just some of our needs, but all of them. Thank you, HaiLO!
– Joseph Brownless, eSign
How HaiLO Works For eSign
Calls are instantly answered by eSign’s dedicated HaiLO Voice Agent, giving customers a quick and professional first point of contact.
HaiLO greets each caller and speaks with them to understand the reason for the call and to identify what support they need.
HaiLO provides customers with relevant information immediately, helping them get answers to straightforward and commonly asked questions, without needing to wait for a member of the team.
HaiLO routes any messages and updates to the right person or department, helping eSign prioritise queries.
By handling initial queries and general questions, HaiLO helps the eSign team reduce routine call-handling pressure, whilst ensuring customers who need specialist support reach the right team.
The Outcome
100% of all inbound calls captured with an immediate response
Improved customer experience with fast and responsive support
Reduction on team pressure from routine and repetitive queries
Orders keep moving and business keeps growing smoothly
The Challenge
Customers call eSign with a wide variety of questions, from general enquiries about the platform to requests that require assistance from a particular team. eSign needed a way to:
- Provide callers with a responsive first point of contact, while helping its customer support team manage incoming queries more efficiently.
- Reduce the manual load on the team from general support and platform queries
- Capture key details consistently before a member of the team is actioned
- Help customers provide the right information around platform functionality and pricing
- Support repeat or routine questions without disrupting crucial customer support or sales team admin time
- Maintain a professional, responsive experience while the team focuses on delivering high-quality solutions and handling complex support queries
The Solution
eSign introduced HaiLO Voice Agent AI as part of its customer support function and first point communications. As the first point of contact for incoming calls, HaiLO can understand why a customer is calling and provide an appropriate next step. Where possible, the AI agent answers general queries directly. For queries that require additional assistance, HaiLO routes the caller to the relevant person or department within eSign.
- Answering calls naturally and professionally
- Capturing customer details and support requirements
- Supporting enquiries around general platform functionality and pricing
- Asking structured questions to help qualify the type of plan or solution required
- Helping reduce repetitive admin and call-handling pressure on the team
- Routing messages, summaries and key details back to the right people
- Keeping the operation efficient by helping enquiries move through the process more smoothly
- Escalating or handing over when a customer needs direct human support
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