Case Study: Waste Connections achieves 24/7 voice AI customer service and cost savings with Yellow Messenger

Waste Connections - Customer Case Study

Waste Connections Inc. needed a scalable way to handle very high volumes of waste management service requests 24x7 across the US and Canada, while reducing operational costs. The company was managing more than 850,000 phone calls and website contact requests each month for services like pickup scheduling, driver tracking, missed pickup reporting, billing, and vacation holds, and turned to Yellow Messenger for support.

Yellow Messenger deployed a dynamic AI agent named Trina, along with an after-hours voicebot and self-serve automation across website, email, and voice in English and French. The solution handled routine customer queries without human intervention, routed complex issues to live agents, and gathered customer feedback to improve service quality. Waste Connections said the automation has helped save millions of dollars over the past year while delivering high customer satisfaction and serving more than 100,000 unique users annually through voice AI.

Waste Connections Inc.

Eric Hansen

Chief Executive Officer