How Powerplay Pro automated customer support and Freshdesk ticket management with Vatel's AI voice agent
By integrating Vatel's AI voice agent with Freshdesk and Asterisk, Powerplay Pro now automates the handling of 30 support calls per day. With no staff intervention, the AI identifies customers, qualifies requests, automatically creates and updates 8 tickets per day in Freshdesk, and instantly sends the necessary follow-ups. This 24/7 operational solution eliminated manual administrative work, allowing teams to focus exclusively on cleaning operations in the field.
100% of routine volume (~30 calls/day)
~8 tickets auto-logged per day in Freshdesk
Full 24/7 availability
Powerplay Pro
Powerplay Pro is a residential and commercial pressure-washing company based in Montreal, Quebec, handling a high volume of field service requests.
Managing a service-call flow without a structured process
With about thirty inbound calls per day, Powerplay Pro faced growing administrative overload that hurt operational efficiency. Without an automated reception system or a standardized process, customer-support handling had several critical limits:
- No real-time tickets: support and service requests were handled verbally on the phone then logged later from memory, or not at all. Regular customers therefore had no documented history to refer to.
- Manual follow-up overload: sending appointment confirmations, service-status updates, and troubleshooting instructions was done entirely by hand by staff, which slowed field teams.
- Lost context at intake: on an inbound call, staff had no way to know whether the customer already had an open service ticket, forcing the caller to re-explain their situation every time.
End-to-end telephony and customer-support integration
To resolve these operational frictions, Vatel deployed a complete software solution linking the company's IP telephony (Asterisk PBX system) to its customer-support platform (Freshdesk). Rollout ran smoothly on a 6-week engagement calendar:
- 01Week 1
Discovery
Precise mapping of support call flows, creation of a thematic catalog of frequent incidents, and a technical review of Freshdesk APIs.
- 02Weeks 2 and 3
Development
Conversation-scenario design for the AI voice agent, Freshdesk integration programming, and development of the automatic email and SMS sending module.
- 03Week 4
PBX integration
Asterisk call-routing configuration, programming of the voice agent's processing logic, and setup of fallback paths.
- 04Weeks 5 and 6
Testing & Deployment
Rigorous end-to-end process validation, flow-accuracy testing, and official production launch of the support voice agent.
Full automation of support processes
Vatel's voice agent now handles all first-level assistance calls autonomously.
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Support calls handled by the AI voice agent | 0% (constant administrative overload) | 100% of routine volume (~30 calls/day) |
| Ticket logging | Manual, delayed, or missing | ~8 tickets auto-logged per day in Freshdesk |
| Hours of coverage | Limited to business hours | Full 24/7 availability |
| Follow-ups and confirmations | Time-consuming manual sends | 0 manual messages sent by staff |
A personalized, interconnected customer experience
As soon as a customer calls Powerplay Pro, Vatel's AI voice agent identifies them through their phone number (Caller ID) and instantly queries Freshdesk to check whether they have an open ticket or an active record. This integration keeps the customer from having to re-explain their case on every call. The AI qualifies the nature of the pressure-washing request and documents the exchange precisely, directly in the Freshdesk ticket. In addition, all follow-up messages — whether cleaning-appointment confirmations or prep instructions — are sent automatically by SMS and email according to the call's conclusions, fully freeing office staff.
Maximized efficiency in the field
By delegating its initial phone support to Vatel, Powerplay Pro transformed its operational management. The company gains operational responsiveness and guarantees full traceability of every service request without adding administrative load to its teams, who can devote themselves entirely to completing cleaning jobs in Montreal.
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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 voice agent uses real-time bidirectional API connections with the Freshdesk platform. On an inbound call, the AI interacts seamlessly with the support system to open a new ticket or enrich an existing one. It transcribes and logs the relevant conversation details (required service type, urgency, problem description) directly in the customer record, without your staff having to type a single piece of information.
The virtual assistant uses caller-number recognition technology (Caller ID). In the first second of the call, the AI compares that number with your CRM or Freshdesk database. If a match is found, it instantly extracts the customer's service history and tickets currently being processed. That lets the virtual agent personalize the greeting and immediately obtain the context needed to resolve the request.
One of Vatel's great advantages is its continuous 24/7 availability. If a support call is received outside usual opening hours, the voice agent logs the request, creates the corresponding ticket in Freshdesk, and sends an automatic SMS acknowledgment to the customer. For complex assistance requests the AI cannot resolve on its own, the system relies on Asterisk integration logic that fluently transfers the caller to the right available technician or applies a configured fallback path.
As soon as the call ends, Vatel's voice agent analyzes the conversation outcome and instantly triggers an automated sending workflow. Through its integrated communication module, the system personally sends service-appointment confirmations, job-site prep instructions, or intervention summaries by email or SMS. This process guarantees seamless customer communication and completely eliminates the need to send manual follow-up messages.