Thousands of daily calls across 800+ stands; AI now handles 96–98%, freeing the team for callers who need a human.
A drive-thru coffee chain with 800+ locations nationwide, opening new stands every week, where customers choose from 20,000 drink flavor combinations.
Thousands of calls arrive daily from customers across 800+ locations, and the brand standard requires every caller to feel like they're contacting...
“Day to day, we get thousands of calls that come in from our customers. We have 800-plus locations across the country, but thankfully, with the help of Nextiva, 96 to 98% of those phone calls are resolved with the help of XBert, and then my team can go in and help those other customers that still just need a little bit of extra help.”
Drive-thru coffee and beverage chain with customizable drinks.
Business communications company providing VoIP, unified communications, contact center, and CRM solutions for enterprises.
7Brew Coffee's Phone support is part of this use case:
Related implementations across industries and use cases
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10-minute reservation calls tied mechanics to phones. Voice AI now routes routine bookings to an app, freeing staff for vehicle repairs.
Basic device pricing queries crowded out urgent kiosk issues. Now, a voice AI answers routine calls, freeing human reps for complex work.
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Thousands of daily calls across 800+ stands; AI now handles 96–98%, freeing the team for callers who need a human.
A drive-thru coffee chain with 800+ locations nationwide, opening new stands every week, where customers choose from 20,000 drink flavor combinations.
Thousands of calls arrive daily from customers across 800+ locations, and the brand standard requires every caller to feel like they're contacting...
“Day to day, we get thousands of calls that come in from our customers. We have 800-plus locations across the country, but thankfully, with the help of Nextiva, 96 to 98% of those phone calls are resolved with the help of XBert, and then my team can go in and help those other customers that still just need a little bit of extra help.”
Drive-thru coffee and beverage chain with customizable drinks.
Business communications company providing VoIP, unified communications, contact center, and CRM solutions for enterprises.
7Brew Coffee's Phone support is part of this use case:
Related implementations across industries and use cases
10-minute reservation calls tied mechanics to phones. Voice AI now routes routine bookings to an app, freeing staff for vehicle repairs.
Basic device pricing queries crowded out urgent kiosk issues. Now, a voice AI answers routine calls, freeing human reps for complex work.
A flood of tracking requests overwhelmed staff. Now, AI resolves routine logistics, freeing humans for deeply emotional conversations.
10-minute reservation calls tied mechanics to phones. Voice AI now routes routine bookings to an app, freeing staff for vehicle repairs.
Basic device pricing queries crowded out urgent kiosk issues. Now, a voice AI answers routine calls, freeing human reps for complex work.
16.5 hours to a first reply—on 9,500 inquiries a week. Launched the day before Black Friday, AI agents now close 42% without a human.
Workflows collapsed when staff changed roles. A meta-agent now turns plain-language descriptions into live agents—no AI team needed.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.