What was the monthly call volume handled by ai for Acocam?

500 min — Monthly call volume handled by AI at Acocam using Vatel AI voice agents.

What was the sms order confirmation on every call for Acocam?

Instant — SMS order confirmation on every call at Acocam using Vatel AI voice agents.

What was the front-desk coverage without staff for Acocam?

24/7 — Front-desk coverage without staff at Acocam using Vatel AI voice agents.

All case studies

LogisticsTrading & freightCanada

Acocam

A logistics company replaces its front desk with a voice agent that handles calls, routes departments, and fires SMS order confirmations automatically.

Acocam deployed a Vatel voice agent as its main-line receptionist, handling all inbound calls, answering shipping and carrier FAQs, performing warm transfers to the right internal extension, and firing instant SMS confirmations the moment an order is placed over the phone.

EngagementOngoing · inbound reception

RegionCanada

ScopeInbound reception · warm transfer · order SMS

LanguagesEnglish + French

StatusLive in production

Monthly volume~500 min / month

IntegrationsSMS via Twilio

500 min

Monthly call volume handled by AI

Instant

SMS order confirmation on every call

24/7

Front-desk coverage without staff

01The challenge

A busy logistics line with no dedicated receptionist.

Acocam handles a high volume of inbound calls across shipping, carrier inquiries, and order coordination. Without a dedicated receptionist, those calls were landing on staff who were already managing operational workloads — creating friction, missed calls, and delays in order processing.

Staff were fielding repetitive inquiries. Questions about shipping timelines, carrier options, service areas, and tracking procedures were consistently handled by operational staff instead of being deflected at the front line.
Internal routing was manual and inconsistent. Callers wanting a specific department or individual had no reliable path. Transfers were ad hoc, sometimes landing in the wrong place or requiring the caller to be placed on hold while staff tracked down the right extension.
Order confirmations required manual follow-up. When a new order was placed over the phone, the responsibility for sending a confirmation fell entirely on internal staff — adding a step that was easy to miss in a fast-moving environment.

02The approach

A voice agent designed to own the front desk, end to end.

We built the agent as a full front-desk replacement — not a fallback. It needed to sound natural, handle a broad range of logistics FAQs, route accurately, and trigger back-end actions without any human in the loop.

01Wk 1

Discovery

FAQ audit
Internal extension mapping
Order flow review

02Wks 2–3

Build

FAQ knowledge base
Warm transfer logic
SMS trigger on order confirmation

03Wk 4

Deployment

Main-line SIP configuration
Live monitoring
Staff onboarding

03The solution

Every call answered, routed, and documented without staff intervention.

The agent picks up every inbound call to Acocam's main line, handles the inquiry or routes it, and — when an order is placed — fires an SMS to the client instantly.

Logistics FAQ resolution

The agent answers the full range of common inquiries — shipping timelines, carrier options, tracking procedures, and service areas — without escalating to staff.

Warm transfers to the right extension

When a caller needs a specific department or individual, the agent identifies the correct internal extension and performs a warm transfer, introducing the caller before handing off.

Automatic SMS on order confirmation

The moment a new order is confirmed over the phone, the agent triggers an SMS to the client with confirmation details — creating an instant paper trail without any staff action.

24/7 front-desk availability

The agent runs continuously. Calls outside business hours are handled and logged, ensuring no inquiry goes unanswered.

04Results