How Vatel's AI Voice Agent Routes 6,184 Calls a Month at Bumper to Bumper, with No Keypad Menu
Callers simply say the name of the person or department they want, and the agent transfers the call.
across 4 locations
in French
just say a name or department
Bumper to Bumper
Bumper to Bumper is one of Canada's largest auto parts chains. It supplies garages, repair shops, and do-it-yourself customers every day.
A Keypad Menu That Slowed Down Every Call
With more than 6,000 calls a month across four stores, the old keypad menu had become a bottleneck. To reach a parts clerk, mechanics, often in the shop or on the road, had to know and dial the clerk's extension.
- Stuck without an extension: callers couldn't say a name or a department. Anyone who didn't know the extension had no easy way to reach the right person.
- Four directories to maintain: with staff turnover, keeping each location's menu up to date took a lot of work.
- Waiting and dropped calls: with that many calls, every bit of friction meant waiting and lost parts sales.
Say a Name Instead of Dialing an Extension
Vatel built a single French-speaking agent for all four locations, connected directly to the company's Webex phone system. The rollout took 4 weeks.
- 01Week 1
Discovery
Review of the four stores' directories, list of departments, and Webex connection planning.
- 02Weeks 2 and 3
Development
French call scenarios, search by name or department, and Webex setup.
- 03Week 4
Deployment
Launch at all four locations, directory checks, and monitoring of the first calls.
Over 6,000 Calls a Month, No Keypad Needed
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Calls Routed | Keypad menu only | 6,184 calls a month, by voice |
| Conversation Handled by the Agent | 0 min | 2,000 minutes a month |
| To Reach a Clerk | Dial their extension | Say their name or department |
| Locations | A separate menu per store | One agent for all 4 locations |
Built for Busy Mechanics
Callers no longer need to remember extensions: they say the clerk's name or the department, and the agent transfers the call right away in Webex. Regular customers can still dial an extension if they prefer.
Faster Service at Every Store
By replacing its keypad menu with Vatel's agent, Bumper to Bumper made its four locations easier to reach. Clerks receive calls that are already routed to them, which speeds up ordering for garages.
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FAQ
Another question? sales@vatel.ai
Callers simply say the person's name or the department, for example "I'd like to speak to Marc in parts." The agent finds the right person in that location's directory and transfers the call. Callers don't have to look up an extension or sit through a menu.
Yes. A customer who already knows their clerk's extension can dial it, and the agent transfers the call right away. Regulars keep their habits, and new customers can simply say what they need.
The agent is connected to each store's directory and rules. When a customer calls a location, the agent searches that location's directory and applies its hours and transfer rules. Each store keeps its own way of working, with only one agent to manage.
Yes. Vatel is fully compliant with Quebec's Law 25. Data is encrypted in transit and at rest, only authorized people can access it, and it's kept from 24 hours to 2 years, for the period the business chooses.