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 Center 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 Fully Handle Reception
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 ensuring 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
Another question? sales@vatel.ai
As soon as the order is confirmed during the call, the agent automatically texts the confirmation to the customer through Twilio. The customer has the order details in writing before even hanging up. They call back less to check details, and the team has no messages to send by hand.
The agent understands what the caller needs and transfers the call to the right department or extension. Before the transfer, it introduces the caller to the employee who picks up. The employee knows who they're talking to right away, and the caller avoids being bounced around.
The agent recognizes the caller's language from their first words and carries the whole conversation in that language. Callers never have to press a key to pick a language. For a freight company serving customers and carriers across Canada, that's one less step on every call.
The agent answers common questions about Acocam's transport options on its own. These were the questions that came up most often and kept the team busy. Requests about a specific file or that need a decision are transferred to the right extension, with the caller introduced.