Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Adams Property Group · swivl
Vendor-reportedConstruction & real estateIn productionMid-marketNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by tryswivl.com (vendor self-report). Checked against the source page on 2026-09-05. 9 of 10 figures below appear on that page word for word; the rest are marked.
The problem
Phones failed to scale and costs escalated as the company grew. Agents gave bad information, leads were delayed, and calls rolled over, leading to missed opportunities and lost revenue.
What was deployed
- Vendor
- swivl
- Products
- swivl
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Scale
- 24 locations, 8 states
- Timeline
- 9 months
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
Call center expense
“We were able to cut our call center expense by 93%.”
Quoted word for word from the source
nearly 90%Rentals booked by voice AIeach month
“its voice AI now books nearly 90% of the rentals swivl generates each month”
Quoted word for word from the source
39300New monthly rent addedmonthly
“~$39.3K new monthly rent added”
Quoted word for word from the source
22721Conversations handledsince launch
“22,721 conversations handled since launch”
Quoted word for word from the source
0.7Collections calls passed to a personsince launch
“37,062 calls worked since launch, only 263 of them passed to a person, a 0.7% transfer rate.”
Quoted word for word from the source
2.6 hoursAverage review response timefrom 30 days
“Average response time ran about 30 days, and individual weeks swung from same-day to over six months. Since the auto-replies fully ramped, the average is about 2.6 hours”
Quoted word for word from the source
84Calls not needing a personin a quarter
“We are running over 10,000 calls through swivl in a quarter and 84% of them never need to reach a person on our team.”
Quoted word for word from the source
95.7Collected through swivl payment pagessince launch
“$95.7 collected through swivl payment pages. Payments collected span voice, web chat and SMS.”
Not found on the source page in these words
~95%Reviews replied to hands-off
“About 2,750 of the 2,900 reviews in the window, at 200 to 300+ a month.”
Quoted word for word from the source
4.9Average Google review rating
“Held near 4.9 stars across 2,800+ reviews as monthly review volume roughly doubled.”
Quoted word for word from the source
“We were able to cut our call center expense by 93%.”
Difficulties and limits
- Previously we had live agents moving customers into the wrong facility. We also ran into language barrier issues.
- An estimated five to ten calls per store each day were rolling over, creating missed opportunities and directly affecting revenue.
Sources
- tryswivl.com — vendor self-report
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