How Teleactis deployed enhanced telephone reception at Emil Frey thanks to Volubile.ai

Emil Frey: an automotive leader facing an operational challenge

Emil Frey SA Genève-Les Acacias is the dealer for the BMW and MINI brands in Geneva. A subsidiary of one of the largest automotive distribution groups in Europe, the dealership is recognized for the quality of its brands and the excellence of its customer service.

But like many busy companies, Emil Frey was facing a concrete challenge: a significant increase in the volume of incoming calls, with a need for precision in the transmission of information. The telephone remains the first contact channel for customers — in 88% of cases, it is by telephone that the first communication between a customer and a business takes place. Every missed call represents a lost opportunity.

The question was clear: how to absorb this growing volume of calls while maintaining an impeccable level of service, including outside business hours?

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Teleactis: the partner who made the connection between need and technology

Teleactis, a leading player in customer relations in Switzerland since 1996, provided the answer. A specialist in telephone hotlines and outsourced customer service, Teleactis supports SMEs and large Swiss groups in the management of their call flows.

By integrating Volubile.ai's AI voice agent technology into its offer, Teleactis was able to offer Emil Frey a turnkey solution for increased telephone reception : a combination of human agents and intelligent digital agents, operational 24/7.

Stéphane Ronteix, CEO of Citizen Call and Teleactis, explains this approach:

“By integrating the technology from Volubile.ai, we are making a clear choice: to rely on what technology does best to offer turnkey customer service solutions by combining human agents and AI. Our job is the detailed understanding of the challenges of our customers and operational excellence in customer relationships. By combining this expertise with powerful voice AI, we can now offer truly hybrid, 100% functional solutions where humans and machines complement each other to offer more responsiveness, more precision and a sustainably improved customer experience. This partnership allows us to amplify our added value while continuing to put people where they are irreplaceable.”

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Deployment: increased telephone reception 24/7

Since July 2024, Emil Frey Genève-Les Acacias has benefited from increased telephone reception that combines human agents and AI agents powered by Volubile.ai.

The principle is simple and effective:

• During business hours, human agents and AI agents work hand in hand. AI takes care of simple, level 1 calls (information requests, message taking, call orientation), while human advisors focus on high-value interactions.
• Outside of business hours — evenings, weekends, holidays — the AI agent alone ensures the continuity of the service, then transmits all the useful information to the teams as soon as they resume.

This hybrid model makes it possible to go from a service rate of around 80% (without an AI agent) to 98%, with 70% to 80% of telephone requests processed automatically and without latency.

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Emil Frey's testimony: concrete results

Alexandre Farago, director of Emil Frey Genève-Les Acacias, testifies to the benefits observed since the deployment.

What prompted you to consider using digital assistants for your telephone reception?

“In order to be able to respond to a large increase in calls while guaranteeing accurate transmission.”

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Were there internal obstacles or doubts at the beginning?

“Being in search of efficiency, the first results of AI perfectly met our expectations.”

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What is your assessment of this solution?

“This intelligent digital assistant solution has given us more flexibility in answering phone calls, while covering a 24-hour time range.”

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Do you think this type of tool will become the norm in your sector?

“Yes, I am convinced that the changes in the system will allow us in the future to complete our offer and to book appointments independently.”

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Key deployment results

• Service rate increased from 80% to 98% thanks to the complementarity between human agents and AI agents ‍
• 24/7/365 coverage — no more missed calls, including at night and on weekends ‍
• 70-80% of calls answered automatically, with no lag time ‍
• Consistent quality — no turnover, no loss of consciousness ‍
• Seamless integration — the information collected by the AI is directly available to the human teams when they are taken over ‍
• A convinced customer Who is already considering extending the use of AI to autonomous appointment booking

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A model that works: partner + technology + end customer

This case perfectly illustrates the strength of the model we use at Volubile.ai. Conversational AI doesn't happen by itself. It makes perfect sense when it is integrated by an expert partner — like Teleactis — who understands the business challenges of its customers and knows how to orchestrate the complementarity between humans and technology.

This is exactly what the Volubile.ai partner program :

• AI voice agent technology ready to integrate in your customer relationship offer, multilingual and available 24/7 ‍
• Deployment support with your end customers ‍
• Concrete cases and proven results — like Emil Frey — to be presented at your first sales meetings ‍
• The possibility of offering conversational AI without becoming a tech company — you remain the business expert, we provide the technological building block

Teleactis did it. The results are in. The testimony of the end customer as well.

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Are you an actor in BPO, outsourced customer relationships, or integrator?

The Volubile.ai partner program is made for you. Integrate our voice chat agent technology into your catalog and offer your customers enhanced customer service solutions with measurable results.

👉 Discover the Volubile.ai partner program

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