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 Retell's AI voice agents crucial to maintaining and scaling operations further.

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

“We’re handling like several hundred thousand applications each month…and I think that’s only possible due to automation.”

At a Glance

• Cut abandonment rates from 30% to under 5%
• Automated 75–80% of inbound support calls with Retell 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 critical business tools like Salesforce and Make.com for real-time, end-to-end automation

Use Case 1: Inbound AI Support That Actually Works

Money Spot’s contact volume was skyrocketing, but their call center couldn’t keep up. Even with 100+ agents, abandonment rates often hit 30%, and customer satisfaction was inconsistent. The unfortunate truth was that these call centers could not engage with customers with the same values and respect that the company aims to embody.

With Retell AI, the company launched an inbound voice agent capable of handling the majority of inquiries while maintaining the utmost of 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.

• AI handles hundreds of thousands of calls monthly, around the clock
• Human agents only step in for edge cases like complaints or complex hardship requests
• Callers are verified using SSN and DOB, then matched via 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.

Retell AI provided a safer and easier experience for Sunshine Loans to ensure compliance:

• Full transcript visibility into every interaction
• Trigger-based escalation when key compliance terms are mentioned
• Accurate identity verification before loan data is shared

“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 provides audit-ready transparency.

Use Case 3: Reducing Cost While Boosting Coverage

Prior to Retell, Sunshine Loans was spending millions on outsourced phone support.

• Offshore agents maxed out at 70% utilization
• AI agents operate at 100% efficiency with no idle time, no breaks
• AI now handles peak volume, nights, weekends, and holidays

“That’s only possible due to automation. So, that’s what we’re trying to do: have more higher skilled people and trying to get them to be more productive.”

This freed up their in-house staff to focus on high-value work while giving customers faster, smarter answers.

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 Retell AI, those barriers are gone.

• Multilingual voice agents now handle customer service across multiple geographies
• Language-specific flows are customized via simple logic and Retell’s native language support
• The team can now launch in new markets faster, with no new headcount

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

This capability unlocked safe, fast international expansion, and laid the groundwork for further omni-channel automation.

Implementation: One Month from Start to Scale

Dominic Quirk, Sunshine Loan's CEO, didn’t need a big team to launch. He deployed Retell AI with just one junior developer:

• Built and tested flows in weeks
• Integrated with Salesforce and Make.com
• Used CSVs and APIs to feed knowledge bases to dynamically power responses

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

Despite processing over 700,000 applications a month, they believe they’re still early in unlocking everything Retell 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:

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

They’re also preparing to expand to chat, email, and multilingual agents:

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

Key Takeaways

1. Retell AI powers real-world scale
   Sunshine Loans handles 700,000+ monthly applications with a lean team, possible only through full-scale automation.
2. AI augments human teams, not replaces them
   With AI managing volume, their human staff focuses on complex, high-value issues.
3. Call automation leads to real ROI
   Abandonment rates dropped from 30% to 5%, with 75–80% of calls resolved by AI.
4. Implementation is fast and dev-friendly
   One developer launched a nationwide AI support system in under a month.
5. There’s still more potential to unlock
   Sunshine Loans is just getting started with outbound calls, chat, and full omnichannel support.

Ready to scale like Sunshine Loans?

Book a demo or explore what’s possible with Retell’s AI voice agents—built to grow with your business.

‍