Industry
Waste Management
Channels
Website, Email, Voice, WhatsApp
Languages
English, French
Use Cases
Waste Connections is one of North America’s leading waste management companies, providing residential, commercial, and industrial waste collection services across the United States and Canada. As customer demand continued to grow, the company sought a scalable way to deliver faster, always-on customer support while improving operational efficiency.
To modernize its customer service operations, Waste Connections partnered with Yellow.ai to deploy Trina, a dynamic AI agent integrated across voice and digital channels. By automating routine customer interactions and providing multilingual 24/7 self-service, the organization improved customer experiences, reduced operational costs, and created a scalable support model capable of handling hundreds of thousands of customer interactions every month.
With more than 850,000 customer calls and website inquiries every month, Waste Connections needed a more efficient way to manage growing service demand while maintaining high customer satisfaction.
Managing high volumes of routine service requests
Customers frequently contacted support for common requests such as pickup scheduling, missed pickup reporting, vacation holds, driver tracking, billing, and payments. These repetitive interactions consumed valuable agent capacity.
Delivering 24/7 customer support
Customers expected assistance outside standard business hours, requiring an always-available support experience across voice and digital channels.
Supporting customers across multiple regions and languages
Operating throughout the United States and Canada required consistent multilingual support across English and French while maintaining service quality across channels.
Reducing operational costs while scaling service
The organization needed to automate routine interactions, improve operational efficiency, and reduce support costs without compromising customer experience.
Waste Connections deployed Trina, Yellow.ai’s dynamic AI agent, to provide customers with 24/7 self-service across website, email, voice, and WhatsApp in both English and French. Customers can schedule pickups, make payments, report missed collections, place vacation holds, and receive support through natural conversations.
Yellow.ai implemented an AI-powered after-hours Voice Bot that uses speech-to-text and text-to-speech technologies to automate customer calls when live agents are unavailable. The solution intelligently filters, prioritizes, and resolves routine customer requests, allowing human agents to focus on higher-priority issues.
Beyond resolving customer requests, Trina continuously gathers feedback on service quality, pickup punctuality, and driver experience. These insights help Waste Connections identify improvement opportunities and continuously enhance customer satisfaction.
Volume Handled
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K+Users Served Every Month
OPERATIONAL SAVINGS
0
MAnnual Savings
DEPLOYMENT
0
WeeksTo Deploy AI Agent
“Yellow.ai has helped us accelerate our AI automation for some of our most important use cases. Our after-hours voicebot deployment with Yellow.ai has been very successful. Offering reliable customer support, the voice AI agent answers customers succinctly. Automation of routine queries has helped us save millions of dollars over the past year with high customer satisfaction.”
Director, Operations Applications, Waste Connections
