Batteries Plus Runs AI Voice Agents on Zoom Phone Across 700+ Locations
Batteries Plus runs Synthflow’s AI voice agents inside Zoom Phone across more than 700 U.S. locations. They resolve routine requests end to end and hand callers who need a person to a store expert, with the full transcript.
Overview
Batteries Plus is the nation’s leading battery and power solutions service center, with more than 700 locations across the U.S. and more on the way.
It put Synthflow’s AI voice agents on its stores’ calls, inside Zoom Phone, the phone system those stores already run on. It is the first at-scale deployment of Synthflow on Zoom, now available on the Zoom App Marketplace for Zoom Phone and Zoom Contact Center.
The challenge
Most enterprises are still testing AI agents on low-risk use cases. Deloitte research found that only 15% of organizations have scaled orchestrated, multi-agent adoption, and just 5% say their business processes are highly prepared for AI agents.
Batteries Plus went for production instead: AI voice agents on the calls its stores take every day, inside the phone system already embedded in its operations, with a person one transfer away when a caller needs one.
A Batteries Plus store. Routine calls are answered by Synthflow, so associates stay with the customer in front of them.
The solution
Synthflow’s AI voice agents answer Batteries Plus’s calls inside Zoom Phone. They respond in under half a second and resolve routine requests end to end.
When a caller needs a person, the agent makes a warm transfer to a human expert and passes along the full transcript and any actions already taken. The customer doesn’t have to repeat themselves, and the associate picks up with the context in hand.
Zoom’s open, API-first architecture lets the agents work inside the workflows Batteries Plus already runs. They pass conversation state, intent and customer history into Zoom, and read back from CRM and ticketing systems.
From kick-off to pilot, the roll-out with Synthflow and Zoom was just five weeks. This is one of the most impressive integrations I’ve seen between two pieces of software. Customers are pleasantly surprised by how natural conversations with the agents are and our store associates are able to focus on more complex, critical tasks in store. It’s a win-win situation across the board and we’re only scratching the surface right now.
The results
Rather than another pilot, Batteries Plus went live across its full network.
700+ Locations on Zoom Phone
Synthflow answers calls for more than 700 Batteries Plus locations in the U.S., on the Zoom Phone system the stores already use.
Five Weeks from Kick-off to Pilot
The rollout with Synthflow and Zoom took five weeks from kick-off to pilot, according to Batteries Plus’s CIO.
Natural Conversations, Associates on In-Store Work
Customers are pleasantly surprised by how natural the conversations are, and store associates focus on the more complex, critical tasks in store.
No Starting Over on a Transfer
Callers who need a person reach one with the transcript and the actions taken passed along, so nobody has to repeat themselves.
Organizations want practical ways to put AI to work in the contact center without giving up trust or governance. This integration shows what that looks like at scale, keeping context, quality, and control in one place for both agents and customers.
Common questions
Does Synthflow work inside Zoom Phone?
Yes. Synthflow’s AI voice agents are available on the Zoom App Marketplace for Zoom Phone and Zoom Contact Center. Batteries Plus runs them on Zoom Phone across more than 700 U.S. locations.
How long did the Batteries Plus rollout take?
Five weeks from kick-off to pilot, according to Kranthi Malreddy, Chief Information Officer at Batteries Plus.
What happens when a caller needs a person?
The agent makes a warm transfer to a human expert and passes along the full transcript and any actions already taken, so the customer doesn’t have to repeat themselves.
What systems can the agents work with?
Through Zoom’s open, API-first architecture, the agents pass conversation state, intent and customer history into Zoom, and read back from CRM and ticketing systems.
See More Case Studies
