Published customer result

American Way Health

The production infrastructure behind a high-volume voice-AI operation

Founder contribution delivered at BlandLabs, built around Bland AI's voice platform.

Type: SaaS platform
When: Ongoing production operation

Concept visual

Additional annual revenue: $430M+Additional annual revenuePublished by Bland AI
Outbound calls per month: 400K+Outbound calls per monthPublished by Bland AI
Transfer rate: 25% → 45%Transfer ratePublished by Bland AI
Numbers in the outbound pool: 128Numbers in the outbound poolFounder-built production layer

Overview

A production voice-AI operation for American Way Health, built around Bland AI. The engineering contribution here is the production layer that keeps the agent calling, compliant and measurable at 400K+ calls per month.

US healthcare enrollment. The published Bland AI case study reports the customer outcome; the engineering described here is the production layer our founder built around the agent at BlandLabs.

The challenge

Sustaining 400K+ outbound calls per month without burning number reputation
Improving transfer rate from 25% to 45% while staying inside compliance controls
Keeping a live revenue operation observable enough to debug in production
Multi-tenant alerting so operators see carrier problems before customers do

What we built

Convoso lead ingestion and outbound call orchestration
Bland AI API integration with transcript and callback processing
A 128-number outbound pool with intelligent caller-ID rotation and decay scheduling
Scheduling rules, daily call limits and redial controls
Do-not-call handling and failed-call blocking
Warm-transfer state tracking to human agents
Carrier-health monitoring and number-reputation protection
Operational statistics, reconciliation and daily reporting
Pickup-rate heatmap and automated call analysis
Multi-account alerts portal and production observability