# **How Waste Connections Automated Customer Service for 250K+ Users Every Month While Saving ~$4M Annually**

## Industry

Waste Management

## Channels

Website, Email, Voice, WhatsApp

## Languages

English, French

## Use Cases

- Automate waste pickup scheduling and service modifications
- Enable billing inquiries and bill payments through self-service
- Report missed pickups and place vacation holds
- Provide 24/7 multilingual customer support across digital and voice channels
- Transfer complex service requests to live agents
- Collect customer feedback and generate service quality insights

## Overview

Waste Connections is one of North America’s leading waste management companies, providing residential, commercial, and industrial waste collection services across the United States and Canada. As customer demand continued to grow, the company sought a scalable way to deliver faster, always-on customer support while improving operational efficiency.

To modernize its customer service operations, Waste Connections partnered with Yellow.ai to deploy **Trina**, a dynamic AI agent integrated across voice and digital channels. By automating routine customer interactions and providing multilingual 24/7 self-service, the organization improved customer experiences, reduced operational costs, and created a scalable support model capable of handling hundreds of thousands of customer interactions every month.

## Challenges

With more than **850,000 customer calls and website inquiries every month**, Waste Connections needed a more efficient way to manage growing service demand while maintaining high customer satisfaction.

**Managing high volumes of routine service requests**

Customers frequently contacted support for common requests such as pickup scheduling, missed pickup reporting, vacation holds, driver tracking, billing, and payments. These repetitive interactions consumed valuable agent capacity.

**Delivering 24/7 customer support**

Customers expected assistance outside standard business hours, requiring an always-available support experience across voice and digital channels.

**Supporting customers across multiple regions and languages**

Operating throughout the United States and Canada required consistent multilingual support across English and French while maintaining service quality across channels.

**Reducing operational costs while scaling service**

The organization needed to automate routine interactions, improve operational efficiency, and reduce support costs without compromising customer experience.

## **Solution: AI-Powered Customer Service Automation with Yellow.ai**

1. **Delivering multilingual self-service across every channel**  
   Waste Connections deployed Trina, Yellow.ai’s dynamic AI agent, to provide customers with 24/7 self-service across website, email, voice, and WhatsApp in both English and French. Customers can schedule pickups, make payments, report missed collections, place vacation holds, and receive support through natural conversations.

2. **Automating after-hours voice support**  
   Yellow.ai implemented an AI-powered after-hours Voice Bot that uses speech-to-text and text-to-speech technologies to automate customer calls when live agents are unavailable. The solution intelligently filters, prioritizes, and resolves routine customer requests, allowing human agents to focus on higher-priority issues.

3. **Turning customer conversations into operational insights**  
   Beyond resolving customer requests, Trina continuously gathers feedback on service quality, pickup punctuality, and driver experience. These insights help Waste Connections identify improvement opportunities and continuously enhance customer satisfaction.

### Volume Handled  
**K+ Users Served Every Month**  
**OPERATIONAL SAVINGS:**  
**$0 M Annual Savings**  
**DEPLOYMENT:**  
**< 0 Weeks To Deploy AI Agent**

_“Yellow.ai has helped us accelerate our AI automation for some of our 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**