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When the receptionist is busy, the agent picks up, in French or English, and sends the call to the right department.
that used to go to voicemail
when the front desk is busy
in French and English
This dealership is one of Quebec's largest car dealership groups. Its locations handle new and used vehicle sales, mechanical service, body work, and genuine parts.
At every location, calls come in all day for sales, service, parts, and administration. The receptionist also greets customers in person. As soon as she's busy, on break, or already on the phone, the next call goes to voicemail.
Vatel set up the agent to step in only on overflow: the receptionist stays the first point of contact, and the agent takes over when she can't answer. The rollout took 4 weeks.
Review of call types, choice of the delay before the agent picks up, and review of each location's Webex directory.
French and English call scenarios, automatic language detection, and the transfer list to each department's extensions.
Webex overflow setup, test calls at each location, and launch.
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Calls When the Front Desk Is Busy | Voicemail | 200 calls a month handled by the agent |
| Conversation Handled by the Agent | 0 min | 100 minutes a month |
| Language | Depends on who answers | French or English, detected automatically |
| Lost Calls When the Front Desk Is Busy | Frequent at peak times | 0 |
The agent answers as soon as the call is forwarded to it, in the caller's language, with no keypad menu. It understands whether the customer is calling about a purchase, a service appointment, or parts, then transfers the call to the right extension at the right location in Webex.
By handing its overflow to Vatel, this dealership no longer loses customers to a busy line. The front desk team can focus on customers in the showroom, and every caller gets an immediate answer, in French or English.
Another question? sales@vatel.ai
The agent connects to this dealership's Webex phone system. If the receptionist doesn't answer after the set number of rings, or if the line is busy, the call goes to the agent. The receptionist always stays the first point of contact, and no customer hits voicemail when she's already on the phone.
The agent recognizes the caller's language from their first words and carries the whole conversation in that language. Callers never have to press 1 or 2. For a dealership serving bilingual customers, the welcome is the same in either language.
The agent understands what the customer wants and checks the location's directory. It then transfers the call to the right extension in Webex, just as the receptionist would. Customers reach the right department directly, without being transferred several times.
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 dealership chooses.
