How Acocam automated its phone reception and order confirmations with Vatel's AI voice agent
By replacing its traditional phone reception with Vatel's AI voice agent, Acocam automated the handling of 500 minutes of calls per month with full autonomy. With no human intervention, the AI answers carrier questions, routes calls to the right extensions, and instantly sends order confirmations by SMS. This 24/7 operational solution eliminated repetitive administrative tasks and allowed logistics teams to focus fully on transport operations.
500 minutes per month handled autonomously
Full 24/7 coverage
0 manual steps required
Acocam
Acocam is a Canadian logistics, brokerage, and freight-transport company that manages a continuous flow of shipments and freight coordination across the country.
A saturated call centre and time-consuming manual tasks
On a high-activity logistics line, responsiveness is the key to profitability. Acocam had to handle a high volume of inbound calls about shipment tracking, carrier questions, and order coordination. Without a dedicated receptionist, that workload created several major friction points:
- Operational team overload: Dispatchers and office staff constantly had to interrupt their work to answer repetitive requests (delivery timelines, transport options, service areas).
- Inefficient internal routing: Call transfers to the different departments were done manually, with no defined process, which caused delays, missed calls, or frustrating holds for clients.
- Manual order follow-up: When an order was placed by phone, sending the confirmation SMS depended entirely on a manual employee action, a process prone to forgetfulness in an environment where everything moves very fast.
A virtual agent designed to handle reception end to end
To solve these challenges, Vatel deployed an AI voice agent integrated directly into Acocam's systems. Implementation ran smoothly on a 4-week calendar:
- 01Week 1
Discovery
Full audit of frequently asked questions (FAQ), mapping of internal phone extensions, and analysis of the order-confirmation journey.
- 02Weeks 2 and 3
Development
Creation of the logistics knowledge base, configuration of call-transfer logic, and setup of automatic SMS sending via the Twilio integration.
- 03Week 4
Deployment
Main phone line configuration (SIP), real-condition testing, live monitoring, and team enablement.
Maximized operational efficiency
Since go-live, Vatel's voice agent has managed Acocam's reception in full autonomy.
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Volume handled by the AI agent | 0 min (Total team overload) | 500 minutes per month handled autonomously |
| Order confirmation | Manual entry by staff | Automatic, instant SMS sending |
| Availability | Limited to office hours | Full 24/7 coverage |
| Manual steps to confirm | Multiple steps (Prone to forgetfulness) | 0 manual steps required |
A smooth client experience and flawless routing
Vatel's AI now answers every call instantly, eliminating any wait time. It can resolve the majority of shipment-information requests on its own. When a transfer is needed, the AI identifies the required department or contact, performs a seamless transfer, and introduces the caller to the Acocam employee before handing off. In addition, every order confirmed by phone instantly triggers an SMS confirmation to the client, creating an immediate, automatic written trail.
Freeing up time for the core business
By entrusting its phone reception to Vatel, Acocam succeeded in eliminating friction from its administrative processes while guaranteeing a flawless client experience. Operational teams are now free from repetitive reception tasks and can devote themselves entirely to managing the logistics chain and to carrier satisfaction.
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FAQ
We've shared some of our most frequently asked questions to help you out. Can't find the answer you're looking for?
Vatel’s AI voice agent automatically sends SMS order confirmations by triggering real-time workflows through its Twilio integration. The moment a phone order is confirmed during a call, the agent registers the transaction details and uses webhooks to instantly send an automated SMS confirmation to the client. This creates an immediate, automated paper trail without requiring a single manual step from your operational staff.
Vatel’s conversational AI routes and transfers calls instantly using intelligent intent classification, completely eliminating confusing telephone keypad menus. The moment a caller speaks, Vatel’s graph-based logic identifies their specific need—whether it’s shipping, billing, or sales. If the call requires human assistance, the agent performs a warm transfer to the correct extension, introducing the caller and providing their context to your team member before handing off.
Vatel’s bilingual voice AI detects whether a caller is speaking French or English on the very first exchange and conducts the entire conversation in that language. Callers do not have to select their language via keypad menus ("Pour le français, faites le 1"). This natural, real-time language detection provides a seamless, personalized, and friction-free experience for both local and international partners.
Vatel’s AI front desk can instantly resolve routine logistics questions regarding shipping timelines, carrier options, service areas, and tracking procedures. By answering these common questions directly, the AI agent deflects repetitive calls at the front line, ensuring clients get immediate answers 24/7 while allowing your operational staff to focus on high-value logistical coordination.