The Challenge

Kin’s operations team faced three key challenges:

• High BPO costs from outsourced service teams.
  
• Mixed performance from prior automation vendors that required months to reach production quality.
  
• Limited bandwidth to manage rising volumes of customer inquiries, leading to slower response times and missed opportunities.
  

The company needed a way to automate routine conversations, provide timely responses, and route only complex cases to human representatives – all without compromising experience or compliance.

The Solution

Kin ran a Paid Proof of Concept (POC) with Bland AI, leveraging its next-generation Voice AI platform to handle high-volume, repetitive customer interactions.

Bland’s system enabled Kin to build, test, and optimize multiple agent variants – each designed for specific conversation types and customer needs across both English and Spanish-speaking audiences.

Key features included:

• Intelligent routing that passed high-priority interactions directly to human agents with full conversational context.
  
• Rapid deployment, achieving production-level performance within 3-4 weeks (compared to over six months with another AI vendor).
  
• Multilingual support, with Spanish-language agents launched within hours.
  
• Omnichannel expansion, adding SMS capabilities for proactive reminders and follow-ups.
  
• Real-time transcript analytics that delivered faster, more accurate insight into customer needs and agent effectiveness.

The Outcomes

The POC exceeded expectations for the Kin team across efficiency and experience metrics, resutling in them saying this:

"Bland reached human-level performance in under a month, surpassing both prior AI and human benchmarks while maintaining excellent customer-experience ratings."