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 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.

Solution: Dynamic AI agent – Trina

24/7 customer service

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.

Voice AI automation

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.

Customer feedback and insights

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.

Impact

Efficient Voice AI Automation

K+

unique customers served
by voice bot in a year

Effective self-serve

K+

users served without
any human intervention

Volume Handling

M+

messages exchanged
in a quarter

“Yellow.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.”

Doug Mooneyham
Director, Operations Applications, Waste Connections

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