Automating a call center with AI calling agents

Client Overview

A US-based marketing agency specializing in services for contractor companies, primarily in the roofing sector. The client operated a 15-member call center responsible for dialing leads for their 600 clients, the majority of whom are in the roofing industry. The key challenge was managing lead calls efficiently while maintaining high conversion and response rates without increasing costs.

Objectives

• Replace 70% of the call center staff with AI calling agents
• Decrease operational costs by 60%
• Enhance scalability with near-zero fixed costs
• Maintain current conversion and response rates

Solution Provided by Value Added Tech

Value Added Tech utilized a combination of advanced AI calling agents, incorporating technologies such as ChatGPT, Make.com, GoHighLevel, and VAPI.ai to deliver a tailor-made solution that met all of the client's objectives.

Project Implementation

The following steps outline the implementation process:

1. Analysis and Workflow Development: Our team conducted a thorough analysis of the existing call center processes and developed an efficient, automated workflow to handle the 15-member call center's daily activities.
2. AI Agent Setup: Multiple AI agents with different dialing cadences were set up using VAPI.ai. These agents collected necessary information from clients and integrated it into the GoHighLevel CRM.
3. Integration with CRM and VAPI: The integration of GoHighLevel CRM and VAPI ensured seamless management of leads and automatic booking of contractor service appointments, drastically reducing human error and oversight.
4. Utilization of ChatGPT: By leveraging ChatGPT, the AI agents were equipped to handle various customer interactions fluidly, ensuring the same level of engagement and response as human agents. This also included managing appointment confirmations and feedback processes.
5. Automation with Make.com: Make.com was essential in setting up automated workflows that connected different tools and systems, providing the client with unlimited scalability and near-zero fixed costs.

Results

The project led to impressive results across different operational areas:

• Cost Reduction: The company was able to replace 70% of its call center staff, resulting in a 60% reduction in operational costs.
• Scalability: The marketing agency achieved unlimited scalability in managing their daily capacity with  near-zero fixed costs. This means they could easily scale up or down their operations without significant cost changes.
• Efficiency: Automating the booking of contractor service appointments drastically cut down the time and effort needed for manual inputs, leading to a more streamlined process.
• Consistency and Reliability: The conversion and response rates remained consistent with previous performance levels but at 60% lower operational costs. Additionally, the automation eliminated employee fluctuation and training needs.

Conclusion

The collaboration with Value Added Tech allowed the US-based marketing agency to revolutionize its call center operations, achieving substantial cost savings and operational efficiencies while maintaining high service quality. This case study highlights the transformative potential of integrating advanced AI solutions into business processes, providing a robust foundation for future scalability and growth.

Client Testimonial

"Working with Value Added Tech has been a game-changer for our business. The automation of our call center not only slashed our costs but also allowed us to scale effortlessly. The integration of AI calling agents has maintained our high conversion rates, and we no longer deal with the issues of employee turnover and training. This partnership has genuinely transformed how we handle customer appointments, and we couldn't be happier with the results."

If you're interested in finding out how your company can benefit from similar solutions, don't hesitate to contact us at sales@vatech.io or book a consultation through our website.