Case Study: Waste Connections achieves 24/7 customer service automation with Yellow.ai

Waste Connections enables voice AI agent to handle 100K+ unique users per year

Waste Connections Inc., a waste management company founded in 1997, needed a way to efficiently handle a very high volume of customer service requests around the clock while reducing operational costs. The company receives more than 850,000 phone calls and website inquiries each month for common services like pickup scheduling, driver tracking, missed pickup reporting, billing, and vacation holds. It worked with Yellow.ai to add automated support across website, email, and voice channels.

Yellow.ai deployed its dynamic AI agent, Trina, along with an after-hours voicebot to provide 24/7 self-service in English and French, with live agent handoff for more complex issues. The solution automated routine requests, filtered and prioritized incoming voice calls, and gathered customer feedback on service quality. As a result, Waste Connections served over 100,000 unique users through voice AI in a year, handled millions of messages per quarter, and reported saving millions of dollars while maintaining high customer satisfaction.

Waste Connections Inc.

Eric Hansen

Chief Executive Officer