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By replacing its manual reception processes with two Vatel AI voice agents integrated directly into its Webex telephony, this company automated the handling of 185 calls and 400 minutes of conversation per month. Built in 4 weeks, these intelligent agents qualify requests and instantly send a structured email to the departments concerned. This transition reduced processing delay to 0 minutes between the call and team notification, freeing valuable secretary hours while offering fluid, instant bilingual coverage.
185 calls fully handled by the agent per month
400 minutes of conversation per month
0 minutes (automated transmission)
This company is a large Quebec waste and residual materials management company serving bilingual (French and English) customers across the province.
This company faced a high volume of inbound calls for two main reasons: customer-complaint intake and service-request dispatch. Without intelligent automation, all of these calls sat on the company receptionist, creating several bottlenecks:
To eliminate these operational frictions, Vatel structured a solution based on two distinct, specialized voice agents: one for complaints and one for dispatch, rather than a single general assistant. This architecture keeps each conversation focused and automates post-call emails directly to the responsible teams. Full implementation was completed in 4 weeks:
Full audit of the receptionist's call flow, detailed mapping of the questions required for complaint intake and dispatch, and a technical review of the existing Webex extension structure.
Programming and training of the bilingual complaints agent and the bilingual dispatch agent. Configuration of automatic email-sending rules (via Resend) and integration of call-transfer logic.
Integration of the assistant into the existing Webex voice menu as internal phone extensions, live call testing, and validation of immediate email receipt.
Since launching the two Vatel AI voice agents, this company has fluid, high-performing phone reception available at all times.
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Monthly Volume Handled by the AI Voice Agent | 0 calls (100% manual handling) | 185 calls fully handled by the agent per month |
| Automated Reception Time | Full desk overload | 400 minutes of conversation per month |
| Information-Transmission Delay | Variable (manual entry and transfer) | 0 minutes (automated transmission) |
| Language Handling (FR/EN) | Manual triage by the receptionist | Fluid bilingual detection and transition |
To reach this level of efficiency, Vatel's two voice agents rely on bilingual, connected reception logic, executing every triage step in real time:
By delegating repetitive first-level intake to Vatel's AI voice agent, this company succeeded in radically accelerating the handling of its dispatch requests and complaints. Its administrative staff can now step away from high-repetition routine calls and focus on resolving complex customer issues and high-level coordination.
Another question? sales@vatel.ai
The agent recognizes the caller's language from their first words and carries on in French or English. There's no language menu at the start of the call. For a company serving bilingual customers, it's a simpler, faster welcome for everyone.
Vatel connects to this company's Webex phone system, with no change of number or carrier. Calls reach the agent like any other extension. The team kept its usual tools, and callers dial the same number as before.
Yes. As soon as the call ends, the agent emails a structured summary through Resend, with every detail of the request, to the right team. The team is notified with no delay and can act without calling the caller back for details.
Complaints and dispatch need different information. With one agent per topic, each caller gets the right questions and the summary goes to the right team. This company handles about 185 calls a month this way, without requests getting mixed up.
