Summary
Autenti’s support teams were dealing with growing customer contact volume, and phone coverage was getting harder to scale without simply hiring more agents. After getting immediate wins from CloudTalk’s IVR, user grouping, and Live Monitoring, they took the next step: implementing CloudTalk’s AI Voice Agent (Aiva) for inbound calls in Polish and English.
The result was a meaningful reduction in calls that needed a live agent, freeing the team to focus on higher-value channels like email and more complex cases. Today, Autenti has six voice agents live across support and sales, and is preparing to expand into more languages to keep up with international demand.
About Autenti
Autenti is a digital signature and document management platform used by thousands of businesses to sign and manage documents online. The company operates internationally across multiple European markets and supports multi-language workflows — an important detail when your customers expect help in their own language.
Problem
When “just hiring more agents” stopped being the plan
Michał Jarlaczyński leads two teams at Autenti: technical support and QES (qualified e-signature) support — the group responsible for identity verification and certificate issuance.
As Autenti grew, contact volume rose across channels. And while phone calls remained steady, other channels (especially email) were climbing — creating a constant tradeoff: stay on the phone, or protect time for the rest of the queue.
We have more agents right now, basically because of the increased number of contacts from our clients, not only through the phone, but through all the channels.
That pressure forced a clear question: how do you keep phone support available without turning headcount into your only lever?
That’s also why we were looking for some… AI tools, and that’s why I was looking for some automated solutions, and that’s why we are implementing Voice Agent, because we don’t want to invest to hire more people just to be on the phone calls.
Evaluation
Why Autenti chose to keep everything inside CloudTalk
Because Autenti was already running support and sales through CloudTalk, the team had a strong baseline: IVR and team grouping to route callers, plus analytics to understand real-time availability.
“IVR is very, very useful.”
Michał Jarlaczyński, Customer Support Lead at Autenti
“Built-in IVR is super helpful.”
Michał Jarlaczyński, Customer Support Lead at Autenti
And when CloudTalk introduced improved analytics and Live Monitoring, it immediately helped Michał’s team make smarter intraday decisions.
“The new analytics is also great. It’s much, much better than the previous analytics page.”
Michał Jarlaczyński, Customer Support Lead at Autenti
That mattered because Autenti had looked at alternative voice agent tools — but most created a bigger stack problem: separate providers for phone numbers, IVR, and the voice agent itself.
The main problem with the other options was that they either didn’t have IVR or didn’t have phone numbers that they could give us, support us with.
“When I heard that actually everything is possible right now within CloudTalk, I was seriously really happy.”
Michał Jarlaczyński, Customer Support Lead at Autenti
“So having everything basically in one place was a game changer.”
Michał Jarlaczyński, Customer Support Lead at Autenti
One more factor sealed it: language. Autenti needed Polish support — and initially, that was the blocker. But once CloudTalk rolled out over 60 languages and accents, including Polish, Michal was completely onboard.
Solution
From IVR → Live Monitoring → Aiva (and a smarter prompt)
Autenti’s path to Aiva was practical: first, stabilize routing and visibility, then automate the most repeatable inbound questions.
In the early phase, Live Monitoring helped the team protect pickup performance by moving breaks around peak demand.
But after Aiva went live, Autenti made an even bigger operational shift. For their technical support line, they turned off transfers to live agents — intentionally — so the team could focus on other channels while Aiva handled the “front door.”
First they implemented voice agents and take their human agents off the phones, so they could focus on work that needed a human.
To make that workable, Autenti refined Aiva’s behavior: if the AI couldn’t answer, it redirected the caller to email instead of passing uncertainty to a live queue.
“Right now, if one of our voice agents cannot answer a question, they simply ask a user to contact us via email.”
Michał Jarlaczyński, Customer Support Lead at Autenti
They also learned something important about caller psychology: some people try to “escape” the AI before asking anything. So Michał adjusted the prompt to require a question or topic first — which increased the chances that Aiva could actually help.
Today, Autenti runs six voice agents — across three teams, in two languages — and is preparing to add Czech, Slovak, and German next.
Results
Fewer calls reaching humans — and more capacity where it matters
Autenti didn’t expect miracles. Michał set the bar deliberately low at launch — and still ended up surprised by what Aiva delivered.
Quantifiable outcomes (from Autenti)
-
5–7% increase in pickup rate (using Live Monitoring to manage agent availability)
-
~30% fewer calls picked up by live teams (Michał’s estimate for two teams after Aiva rollout)
-
6 voice agents live across 3 teams and 2 languages (Polish + English), with more languages planned
When we implemented the voice agents, I said to my manager that if the number would decrease by 10%, I will be happy. And I think it’s much, much more right now—around 30%.
And while they’re still working through reporting improvements (like topic standardization and clearer transfer breakdowns), the operational impact is already clear: Autenti can protect support capacity without defaulting to headcount.
Takeaway
For Autenti, Aiva is already delivering measurable impact — deflecting roughly 30% of calls from live teams — but Michał remains realistic about adoption and perception.
When we implemented the voice agents, I said to my manager that if the number would decrease by 10%, I will be happy. And I think it’s much, much more right now—around 30%.
With multilingual expansion underway and further integrations planned, Autenti sees Aiva not as a replacement for people — but as a scalable layer that protects team capacity as the company grows.
