How Voysis replaced its classic phone menu (IVR) with a connected bilingual voice agent
By replacing its traditional keypad phone menu with Vatel's AI voice agent, Voysis automated the handling of 543 calls per month with full autonomy. The voice agent also lets callers on the move reach the person they need, hands-free, simply by saying their name. Available 24/7, it adapts its role to hours of service: during the day it facilitates call routing, and after hours it qualifies sales leads and sends emergencies directly to the on-call technician. The solution thus handles more than 200 minutes of conversation per month with no human intervention.
543 calls handled per month
200 minutes of conversation / month
Available 24/7
Voysis
Voysis is an established telecommunications provider in Quebec, serving business customers who are often on the move and expect maximum responsiveness.
A rigid menu unfit for users on the move
For a telecommunications operator whose customers are constantly on the road or in the field, phone accessibility is an absolute priority. Voysis's traditional automated phone menu had several important operational limits:
- Manual keypad entry impossible while traveling: the traditional menu required navigating with the keypad to dial extensions, a process unusable for drivers or customers with their hands full.
- Lost after-hours context: sales calls and technical emergencies landed on the same general line or voicemail with no triage. Sales representatives received raw voicemails without qualification details, slowing follow-up.
- Undifferentiated outage handling: an emergency related to a system outage received the same treatment as a simple administrative question, creating a risk of customer dissatisfaction.
An intelligent voice agent with a dual operating mode
To meet these needs, Vatel configured a bilingual AI receptionist that automatically adapts to Voysis's two daytime realities. Full integration ran on a 4-week cycle.
- 01Week 1
Discovery
Full audit of the employee directory and department extensions, mapping of emergency scenarios, and definition of the business-opportunity qualification framework.
- 02Weeks 2 and 3
Development
Programming of bilingual conversation trees (French/English), development of name recognition for the voice directory, and configuration of email-alert automations via the MailerSend integration.
- 03Week 4
Testing & Deployment
Main-line configuration, validation of automatic switching between day mode (directory routing) and night mode (sales and emergency triage), and live monitoring of the first conversations.
Hands-free connection by day and emergency triage by night
Vatel's AI voice agent now greets every caller instantly, eliminating wait time and modernizing the company's brand image.
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Volume handled by the AI voice agent | 0% (team overload) | 543 calls handled per month |
| Automated airtime | Rigid manual keypad entry | 200 minutes of conversation / month |
| Access for mobile users | Blocked by keypad requirements | 100% hands-free voice connection |
| After-hours triage | None (general voicemail) | Intelligent triage (sales vs emergencies) |
| Emergency routing | Next-day handling delay | Instant direct transfer to the technician |
A routing experience optimized for every caller
To offer first-class reception, the AI voice agent continuously adjusts according to the time of the call and the intent expressed by the caller:
- The daytime voice directory: Callers can enter an extension on the keypad as before, or simply say an employee or department name. The AI searches the directory and connects the call seamlessly.
- Night sales qualification: When a prospect calls after business hours, the AI runs a structured discovery conversation to understand their need. It then compiles the information and automatically sends a qualified lead sheet by email to the representative via MailerSend.
- Immediate emergency escalation: If the AI detects an urgent request (such as an infrastructure outage), it performs a direct call transfer to the on-duty technician, eliminating any delay or voicemail.
- Frictionless bilingual service: Thanks to language detection from the first sentence, the AI answers and continues the exchange in French or English without forcing the user to make a tedious language choice.
Complete coverage that secures growth
By entrusting first-line phone reception to Vatel, Voysis solved the safety and accessibility issue for customers on the move. Sales are captured and qualified rigorously after hours, while technical emergencies are resolved in record time thanks to flawless direct routing.
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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 uses advanced natural language processing to analyze the phonetics of names spoken by callers. As soon as a user mentions a name (e.g., “Jean-François”) or a department (e.g., “Technical support”), the AI compares the audio fingerprint with the configured company directory. It then performs the internal line transfer without requiring a single key press on the phone keypad, which is ideal for professionals on the move.
Native MailerSend integration ties the phone conversation to instant email workflows. When Vatel's virtual agent completes a sales-qualification exchange after opening hours, it extracts and structures the essential data (customer name, company, contact details, need description). That information is immediately formatted into an automated email sent to the assigned sales representative, ensuring high-precision customer follow-up the next morning.
Yes. Vatel's voice agent is trained with precise intent scenarios to differentiate standard business requests (billing questions, rate inquiries) from blocking outages. When an emergency is detected by semantic analysis (e.g., “my system is down,” “total outage”), the AI bypasses the classic voicemail protocol to instantly start a direct call transfer to the on-call technician.
The virtual assistant has a real-time language-detection algorithm. From the caller's first spoken word (e.g., “Bonjour” or “Hello”), the agent instantly identifies the language and adjusts the entire script and responses accordingly. This process eliminates the need for a language-selection menu (“For French, press 1”), smoothing the caller's business journey.