The AI takes the routine. Agents keep the emergencies.
Sofratel's 200-seat contact center runs the 24/7 on-call line of 200 social housing operators. A CallShift agent now answers first: it handles routine requests end to end and hands urgent and sensitive calls to Sofratel's agents, with the context. Valophis measured the result on its own line.
Sofratel × ValophisContact center · Social housing
What changed, in figures.
45%of on-call calls handled end to end by the AI at Valophis, with no agent involved
- 10,000calls a day at peak
- 200social housing operators served
- 24/7emergency line, nights and weekends included
Valophis figures, measured on its on-call line, not a contractual commitment.
Where they started.
Sofratel answers the on-call line of 200 social housing operators: evenings, nights and weekends, when the operators' offices are closed. Many of those calls are not emergencies (a dripping tap, a radiator that stays cold, a lost badge, a rent receipt), and every one of them still took an agent.
Then come the peaks: opening time, rent reminders, the heating season, up to 10,000 calls a day. A queue is the one thing an emergency line cannot afford.
What runs in production.
- Position
- In front of the contact center: the AI answers first, in each operator's name
- Rules
- Each operator's own specifications decide what is urgent
- Routine calls
- Handled end to end, a callback booked in the agency's opening hours
- Urgent and sensitive
- Passed to a Sofratel on-call agent, with the context
- Peaks
- Every call answered in parallel: no queue
- Hours
- 24/7: evenings, nights, weekends
- Telephony
- Mitel
- Language
- French
- Data
- Hosted in France, GDPR compliant
The AI in front, the agents behind.
Every call answered
The AI picks up at once, in the operator's name, however many call at the same time.
Qualified against the operator's rules
The same specifications the operator already uses decide what is urgent: nothing to rewrite.
Routine requests: done
The AI answers, gives the caller the first step (shut off the water, check the breakers) and books a callback in the agency's opening hours.
Emergencies: to an agent, with the context
Urgent and sensitive calls go up to a Sofratel on-call agent, with the context of the call.
Routine requests the AI handles end to end
From an operator's specifications: the list follows each operator's own, and is not exhaustive.
- Plumbing and drainsLeak with a working valve · Dripping tap or cistern · Blocked toilet, one home
- Heating and hot waterTemperature too low · One radiator not heating · Electric water heater, no leak
- ElectricityOutage with no sparks or smoke · Smoke detector, no smoke · Entry code, intercom
- Doors and locksDoor slammed shut · Lost or stolen keys or badge · Window, roller shutter
- PestsInsects, rodents · Bed bugs · Wasps, hornets
- NeighboursNoise, barking · Obstructive parking
- Common areasDirt · Bulky waste · Bulb out on a landing
- Roof and outsideSlight leak, a few tiles · Broken branches, no storm
- Ventilation, TV aerialVentilation (not gas) · Aerial or cable
- AdminRent receipt, transfer · Badge, customer account · Appointments
From the people who run it.
We entered our partnership with CallShift.ai with complete peace of mind. They are a quality partner, close to their clients, and show great adaptability in every circumstance. The tailor-made solution they proposed fits our expectations perfectly, as well as those of our own clients.
Observed in production at Valophis
Fewer nuisance calls, more time per case, and the peaks (opening time, rent reminders, the heating season) absorbed with no extra staff and no outsourced overflow.
Recognise yourself?
- You answer calls for several clients, sites or brands, each with its own rules.
- Part of your traffic is routine, and peaks swamp the floor.
- You want your agents on the calls that need a person, with the context.
Another need? Another case.
See it on your own calls.
Book a call with a voice AI engineer: we start from your real call flows and show you the agent, the architecture and the numbers that fit them.