How Sunshine Loans Scaled to 700,000+ Monthly Applications and Cut Abandonment Rates to 5% with Voice AI

6x Drop in Abandonment Rates

700K Monthly Applications Handled

80% Calls Resolved by AI

“Our abandonment rates were really high before — some days it was like 20 to 30%, but now it's gone down to around 5 or 6% across the business, with AI handling 75–80% of all of our calls.”
— Dominic Quirk, CEO

About

Sunshine Loans is a consumer lending company based in the U.S., offering fast, state-licensed personal loans online. Known for its speed and service, Sunshine Loans processes more than 700,000 applications monthly, making Voice AI’s voice agents crucial to maintaining and scaling operations.

Their tech-forward culture had already automated underwriting, so automating inbound and customer service only made sense. After years of relying on costly offshore call centers, Sunshine Loans needed a smarter, scalable way to handle rising support volume without growing headcount — and they now trust Voice AI to do just that.

“Our abandonment rates were really high before — some days it was like 20 to 30%, but now it's gone down to around 5 or 6% across the business, with AI handling 75–80% of all of our calls.”

At a Glance

Cut abandonment rates from 30% to under 5%
Automated 75–80% of inbound support calls with Voice AI
Expanded into non-English-speaking markets with multilingual AI voice agents
Replaced 100+ offshore agents with 24/7 AI coverage
Went live in under a month with just one junior developer
Integrated tools like Salesforce and Make.com

Use Case 1: Inbound AI Support That Actually Works

Sunshine Loans’ contact volume was skyrocketing, but their call center couldn’t keep up. Even with 100+ agents, abandonment rates often hit 30%, and customer satisfaction suffered. The truth was that offshore centers couldn’t provide the level of empathy and reliability Sunshine Loans’ customers expected.

With Voice AI, the company launched an inbound voice agent capable of handling the majority of inquiries while maintaining customer trust, including:

Application status updates
Payment rescheduling
Loan modification
General account support

“The AI call is much more knowledgeable and can provide the service a lot more efficiently.”

Now, 75–80% of calls are fully resolved by AI — no human needed.

Highlights:

AI handles hundreds of thousands of calls monthly, 24/7
Human agents only step in for complex or sensitive cases
Callers are verified via SSN and DOB, matched automatically in Salesforce

“We can provide almost like a full service to that customer completely via the AI, which is really cool.”

Use Case 2: Compliance and Visibility at Scale

As a licensed lender, Sunshine Loans needed bulletproof compliance and reporting capabilities.

Voice AI provided a safer, more transparent experience with built-in compliance controls:

Full transcript visibility for every interaction
Trigger-based escalation when key compliance terms are mentioned
Accurate identity verification before sharing loan data

“It’s better for compliance… we can see everything and report it really easily.”

The AI agent not only performs better than offshore staff — it also provides audit-ready transparency for regulators and internal teams alike.

Use Case 3: Reducing Cost While Boosting Coverage

Before adopting Voice AI, Sunshine Loans was spending millions on outsourced phone support.

Offshore agents maxed out at ~70% utilization
AI agents operate at 100% efficiency — no idle time, no breaks
AI covers nights, weekends, and holidays seamlessly

“That’s only possible due to automation. We’re focused on having higher-skilled people doing more productive work.”

This freed up in-house staff to focus on high-value tasks while giving customers faster, more consistent responses.

Use Case 4: Expanding into New Markets with Confidence

For a global lender like Sunshine Loans, scaling into non-English-speaking regions once required new call center hires, translation services, and manual oversight. With Voice AI, those barriers disappeared.

Multilingual voice agents now handle customer service across multiple geographies
Language-specific flows are easily configured using logic and Voice AI’s native support
New markets can launch faster — no new headcount required

“We feel like we’re able to go into non-English speaking countries now because the language barrier is removed.”

This capability unlocked safe, rapid international expansion and set the stage for future omni-channel automation.

Implementation: One Month from Start to Scale

CEO Dominic Quirk deployed Voice AI with just one junior developer, highlighting how accessible and fast the rollout was.

Implementation Highlights:

Built and tested conversational flows in weeks
Integrated Salesforce and Make.com for real-time syncing
Fed knowledge bases dynamically using CSVs and APIs

“It was just easier for us to make progress ourselves… because we understand our business and what we need.”

Despite processing 700,000+ monthly applications, Sunshine Loans believes they’re only scratching the surface of what Voice AI can do.

“To be honest, I don’t think we’ve utilized it to its full potential yet.”

What’s Next: Toward 100% Automation

Sunshine Loans is now piloting outbound voice use cases, including:

Lead recovery for users who abandon loan offers
Collections calls to negotiate repayment plans

They’re also preparing to expand into chat, email, and additional languages.

“Once we have chat and email, we’ll be almost 100% automated — which is something I’d love.”

Key Takeaways

1. Voice AI Powers Real-World Scale

Sunshine Loans processes 700,000+ applications monthly with a lean team — made possible only through automation.

2. AI Augments, Not Replaces, Humans

With AI managing repetitive inquiries, human staff now focus on complex, high-value interactions.

3. Call Automation = Real ROI

Abandonment rates dropped from 30% to 5%, with 75–80% of calls fully resolved by AI.

4. Implementation is Fast and Developer-Friendly

A single developer deployed a nationwide AI support system in under one month.

5. The Future Is Still Expanding

Sunshine Loans is moving toward full omnichannel automation — combining voice, chat, and email under one unified AI system.

Conclusion

Through Voice AI, Sunshine Loans transformed its operations from high-overhead, call-center-heavy processes to fully automated 24/7 support.
By blending speed, scalability, and compliance, Sunshine Loans reduced abandonment rates by 6x, boosted efficiency, and set a new standard for customer service in the lending industry.