BOX NOW: Scaling Customer Service Through AI Voice & Cloud Telephony

At modulus, we designed and implemented a comprehensive cloud telephony and AI Voice enablement solution with BOX NOW, allowing the company to efficiently manage growing communication volumes, automate part of its customer support operations, and build a scalable foundation for future growth. The solution combines modern VoIP infrastructure, custom call routing and AI Voice technologies, creating a flexible customer service environment that seamlessly integrates automation with human support. 

BOX NOW x modulus: At a Glance

BOX NOW partnered with modulus to build scalable cloud telephony infrastructure and integrate AI Voice into customer service. The rollout used controlled call routing and a hybrid AI-human model. In one week, 13,156 calls were recorded, with 51.5% of total call traffic handled by the AI Voice system without transfer to a human agent.

 
What Challenges Was BOX NOW Looking to Solve? 

As BOX NOW continued its rapid expansion, customer communication and support requirements grew accordingly. 
The company needed: 

• A more flexible and scalable business phone system. 

• Improved management of high volumes of incoming calls. 

• The ability to monitor and evaluate key call center KPIs. 

• The ability to conduct surveys to collect feedback and assess customer experience. 

• The capacity to support periods of high demand, such as holiday seasons and major commercial campaigns. 

• An infrastructure capable of supporting AI Voice services. 

• A gradual transition to automated customer service without compromising the customer experience. 

• The option to connect customers with a live agent whenever needed. 

The Solution: Cloud Telephony & AI Voice Integration

The collaboration between modulus and BOX NOW was implemented in two distinct phases, with the objective of building a telecommunications infrastructure capable of supporting both current operational requirements and future business growth. 

During the first phase, we leveraged technologies such as FreePBX, QueueMetrics and Google Cloud AI Services to design and deploy BOX NOW's new cloud telephony environment, based on real business requirements, projected communication volumes and the customer service demand of a rapidly growing organization. 

During the second phase, BOX NOW introduced AI Voice technology in collaboration with ElevenLabs, aiming to automate part of its customer service operations and improve the management of increasing communication volumes. 

At this stage, modulus took responsibility for the design, implementation, and support of the required telecommunications infrastructure, enabling the integration with the phone system and allowing the AI agent to be smoothly trained and the AI Voice system to operate under real-world conditions. 

Through controlled percentage-based traffic routing, the AI model was gradually trained by using live customer interactions. The process began with a small portion of total inbound traffic, ensuring minimal operational impact while maintaining consistently high customer experience throughout the training period. 

As the model's performance improved, traffic allocation progressively increased, enabling a safe transition towards a hybrid customer service model that combines AI Voice technology with human support. 

Learn how we transform advanced artificial intelligence platforms into real-world communication channels through ours AI Voice & Conversational Platform Integrations. 

 
What We Implemented 

• We designed and implemented a new cloud-based phone system tailored to BOX NOW’s operational needs. 

• We developed advanced call routing to support different customer service scenarios and call flows. 

• In the first phase, we implemented an automated process to keep customers informed about the status of their parcels. 

• We implemented an after-call survey to measure customer satisfaction with the service provided by call center agents. 

• We supported the integration of the AI Voice environment developed by BOX NOW in collaboration with ElevenLabs. 

• We created a gradual and controlled call-routing mechanism to the AI system, enabling the model to be trained and optimized under real-world operating conditions. 

• We supported the progressive increase of traffic directed to the AI Voice environment as its performance improved. 

• We ensured a smooth transition between automated and human-assisted service whenever required. 

• We optimized the management of increased communication volumes during peak periods, such as holiday seasons and periods of heightened consumer activity. 

 
 
Results for BOX NOW

Through the implementation of the solution, BOX NOW gained a modern, scalable communications infrastructure capable of evolving alongside the company's growth and increasing customer service requirements. 
Key outcomes included: 

• Improved management of increased call volumes. 

• More effective support during periods of high demand, without placing a corresponding additional burden on customer service teams. 

• Gradual, secure, and controlled adoption of AI Voice technologies. 

• 13,156 total calls were recorded within a single week. 

• 6,775 calls were successfully handled by the AI Voice Agent. 

• 51.5% of total call traffic was handled by the AI Voice system without being transferred to a human agent. 

• Faster handling of recurring customer requests. 

• Maintained access to human-assisted services where it provides greater value. 

• A scalable telecommunications infrastructure ready to support the company’s next stages of growth. 

Why Are AI Voice Infrastructures Critical Today? 

AI Voice technologies have become an increasingly important tool for organizations seeking to manage growing communication volumes while improving operational efficiency and availability. However, the success of an AI Voice implementation depends far more than the AI model itself. 

In practice, customer experience begins with the telecommunications infrastructure supporting it. Call quality, reliability, availability, intelligent traffic routing and the ability to seamlessly transition between AI-driven and human-assisted interactions are all critical success factors. 

As more organizations invest in AI-powered customer service, it becomes increasingly clear that artificial intelligence alone is not enough.

A robust telecommunications foundation is required to support the training, operation, and continuous improvement of these technologies. 

At modulus, we design telecommunications infrastructures that enable organizations to adopt advanced AI Voice solutions with confidence, reliability and scalability, while maintaining the level of customer experience modern businesses demand.