{"id":117425,"date":"2023-04-05T14:31:04","date_gmt":"2023-04-05T09:01:04","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/waste-connections-voice-ai-trasnforms-customer-support\/"},"modified":"2025-09-23T17:28:47","modified_gmt":"2025-09-23T11:58:47","slug":"waste-connections-voice-ai-trasnforms-customer-support","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/en-ph\/case-study\/waste-connections-voice-ai-trasnforms-customer-support\/","title":{"rendered":"Waste Connections enables voice AI to handle 100K+ unique users per year"},"content":{"rendered":"\n
\n
\n
\n

All Success Stories<\/a><\/p>\n\n\n\n

Waste Connections enables voice AI agent to handle 100K+ unique users per year<\/h1>\n\n\n\n
\n
\n
\"\"<\/figure>\n\n\n\n
\n
\n

Founded<\/p>\n\n\n\n

1997<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n
\n

Website<\/p>\n\n\n\n

www.wasteconnections.com<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\n
<\/div>\n<\/div>\n\n\n\n
\n
<\/div>\n<\/div>\n<\/div>\n\n\n\n
\n
\n
\"\"<\/figure>\n\n\n\n
\n
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Channels<\/p>\n\n\n\n

Website, Email, Voice<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n
\n

Use Cases<\/p>\n\n\n\n

Pick-up scheduling, billing and payments, upgrade service<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
\n
\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

\n

Solution<\/a><\/p>\n<\/div>\n\n\n\n

\n

Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Challenge<\/h2>\n\n\n\n
\n\n\n\n
\n
\n

Efficiently handle high volume waste management service requests 24×7 and reduce operational costs<\/h3>\n<\/div>\n\n\n\n
\n

Waste connections receives more than 850K phone calls and website contact us requests per month for common waste management services like scheduling waste pickup, driver tracking, pickup hold and missed pickup reporting. To keep up with the increasing demand across US and Canada, they wanted to create an automated and scalable digital system for 24×7 customer service across channels in multiple languages.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Solution: Dynamic AI agent – Trina<\/h2>\n\n\n\n
\n\n\n\n
\n
\n
\n

1<\/p>\n\n\n\n

24\/7 customer service<\/strong><\/p>\n\n\n\n

Yellow.ai deployed dynamic AI agent (Trina) and after-hours voicebot to provide 24\/7 self-serve options to customers in English and French on email, website, voice for services like pickup scheduling, billing and payment, report missed pickup and vacation hold, with live agent transfers for complex issues.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
\n
\n
\"\"<\/figure>\n<\/div>\n\n\n\n
\n

2<\/p>\n\n\n\n

Voice AI automation<\/strong><\/p>\n\n\n\n

The after-hours voice bot leverages speech-to-text and text-to-speech automation solutions to manage customer queries beyond working hours when human agents are unavailable. The voice bot filters and prioritizes the incoming voice requests so that the agents can focus on high priority tasks rather than listening to all incoming queries.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n

3<\/p>\n\n\n\n

Customer feedback and insights<\/strong><\/p>\n\n\n\n

Dynamic AI agent Trina helps collect feedback from customers on the service quality, pickup punctuality, driver behavior and more to provide insights and ways to improve service quality levels.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n
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Impact<\/h2>\n\n\n\n
\n\n\n
\r\n \r\n
\r\n
\r\n
\r\n
\r\n
\r\n

Efficient Voice AI Automation<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

unique customers served
\nby voice bot in a year<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

Effective self-serve<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

users served without
\nany human intervention<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

Volume Handling<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

messages exchanged
\nin a quarter<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

\n
\n
\n
\"\"<\/figure>\n\n\n\n

\u201cYellow.ai has helped us accelerate our AI automation journey for some of the 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.\u201d<\/p>\n\n\n\n

Doug Mooneyham<\/strong>
Director, Operations Applications, Waste Connections<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n","protected":false},"author":3,"featured_media":117428,"template":"","categories":[],"case_study_category":[],"coauthors":[213],"class_list":["post-117425","case-study","type-case-study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nWaste Connections Uses Voice AI to Handle 100K+ Users - Yellow.ai<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/yellow.ai\/en-ph\/case-study\/waste-connections-voice-ai-trasnforms-customer-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Waste Connections Uses Voice AI to Handle 100K+ Users - Yellow.ai\" \/>\n<meta property=\"og:description\" content=\"All Success Stories Waste Connections enables voice AI agent to handle 100K+ unique users per year Founded 1997 Website www.wasteconnections.com Channels Website, Email, Voice Use Cases Pick-up scheduling, billing and payments, upgrade service Challenge Solution Impact Challenge Efficiently handle high volume waste management service requests 24×7 and reduce operational costs Waste connections receives more than […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/yellow.ai\/en-ph\/case-study\/waste-connections-voice-ai-trasnforms-customer-support\/\" \/>\n<meta property=\"og:site_name\" content=\"Yellow.ai\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/YellowDotAI\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-23T11:58:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/yellow.ai\/wp-content\/uploads\/2023\/04\/waste-connections-2.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"665\" \/>\n\t<meta property=\"og:image:height\" content=\"228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@yellowdotai\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"Amropali Shetty\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/yellow.ai\/en-ph\/case-study\/waste-connections-voice-ai-trasnforms-customer-support\/\",\"url\":\"https:\/\/yellow.ai\/en-ph\/case-study\/waste-connections-voice-ai-trasnforms-customer-support\/\",\"name\":\"Waste Connections Uses Voice AI to Handle 100K+ Users - 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