A bilingual AI agent · Phone & email · Weeks of staff time returned
How a production-grade bilingual AI agent took over Office Interiors' inbound service and supply intake — 3,400+ inquiries handled across phone and email, 1,950+ service tickets created automatically in eAutomate, and hundreds of staff hours handed back — without adding a single seat.
Office Interiors handles a high volume of inbound calls — service requests, device questions, billing — and every one of them ran into one of four bottlenecks before reaching anyone who could help.
Calls outside business hours either went to voicemail or got lost. A customer needing service in the evening or on weekends had to wait until Monday.
Staff spent hours every week answering the same questions about service status, device info, and dispatch — work that pulled them off higher-value tasks.
Office Interiors serves English and French-speaking customers across the Maritimes. Bilingual coverage isn't optional, and consistent quality across both is hard at scale.
Service requests required manually looking up device info in eAutomate, capturing the issue, and creating the transaction by hand — slow, error-prone, and a daily drain on staff time.
Envyro designed, built, and deployed a production-grade bilingual AI agent — answering inbound calls, processing every service and supply email, performing real-time device lookups in eAutomate, and creating tickets through CEO Juice with automatic customer email alerts.
Inquiries that used to cost staff time now flow from a call or an email to a dispatched service ticket without anyone touching a keyboard.
Built by Envyro · Maintained day-to-day with Ron Taylor (CEO Juice) and the Office Interiors team.
Human-like voice handling inbound calls with a knowledge base trained specifically on Office Interiors' services and product lines.
Auto-detects caller language and switches seamlessly. One agent, two languages, consistent quality across both.
Pulls device ID, customer name, make, model, and contact info live during the call — verifying details in seconds, not minutes.
Automated service ticket creation in eAutomate plus customer email alerts — and live email notifications to staff after every call.
Yesterday was the big breakthrough. We're now doing a real-time lookup in eAutomate for the device ID — pulling back customer name, make, model, contact info. Verify, get the problem, send it to CEO Juice. Call time cut in half. Caller frustration gone.
Same calls, same systems behind them — handled in half the time, with no one added.
From contract kickoff to handling real customer calls — fully operational in two weeks, with daily refinements driven by real call data ever since.
Scope, success metrics, and access to eAutomate & CEO Juice agreed on day one.
Voice flows, knowledge base, eAutomate lookup, and CEO Juice dispatch wired up end-to-end.
Calls being answered, sentiment tracked, agent refined daily based on real conversation data.
Seven months in production, and volume is still accelerating — 1,130 inquiries in the last 30 days alone, roughly 38 every day across phone and email.
Every inquiry used to cost real staff time — answer the call or read the email, look the device up in eAutomate, key the ticket in by hand. That work is now zero.
Estimate based on ~6 minutes of staff handling per inquiry — answering or reading, eAutomate lookup, and manual ticket entry — versus the fully automated path.
The email channel went live in August — every service and supply email processed with zero manual triage.
Emails classified, matched to equipment, and turned into tickets or orders — nobody reads an inbox anymore.
August is on pace to double July — absorbed with the exact same team, at the exact same cost.
549 inquiries arrived on nights and weekends — captured and processed instead of hitting voicemail.
Every neutral and negative call is personally reviewed. The agent gets refined based on what real customers actually say.
All neutral and negative sentiment calls are personally reviewed to identify friction points and edge cases worth fixing.
Voice flows, knowledge base, and escalation logic tuned almost every day based on real conversation data.
Office Interiors staff get notified after every call — the team always has eyes on production. No black box.
We put this into production two weeks ago — handled over 400 calls — mostly positive sentiment. I listened to every neutral and negative call to understand the frustration or issues, tweaked the agent almost every day.
Yesterday was the big breakthrough — we're now doing a real-time lookup in eAutomate for the device ID or serial number, pulling back customer name, make, model, and contact info. Now we just verify, get the problem, and send it to CEO Juice — which sets up the transaction in EA and sends out email alerts to the customer.
Call time cut in half. Caller frustration gone.
Customers get answers faster. Staff handle fewer routine calls. Service tickets land without manual entry. The team has full visibility into every conversation.
Over eight work-weeks of intake, lookup, and data entry eliminated since February — staff now handle only the cases that genuinely need human judgment.
Service tickets created directly in eAutomate — plus 1,269 supply orders captured — without a staff member touching the system.
Nights, weekends, holidays — 1 in 6 inquiries lands when the office is closed, and every one is processed instead of waiting for Monday.
Across 2,073 devices in the field — every caller and every email met in English or French, with call times cut roughly in half.
Envyro is a specialized AI agency designing, deploying, and maintaining custom AI agents that work in production. We stay on the call as your systems evolve.
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