How a copier dealer answered 6 in 10 service-desk calls with AI voice — and never sent a customer to voicemail again

At a glance

Result	Metric
Inbound service-desk calls handled end-to-end by AI voice	62% of calls resolved without a human agent
Time to answer	From an average 4-minute hold to under 5 seconds, every call
Supplies and toner requests processed automatically	68% of supplies calls completed by AI, checked against contract entitlements
Dispatcher time reclaimed	~25 hours per week moved from phone triage to scheduling and escalations

The problem: a phone-heavy desk where every call interrupted someone

The dealer's service desk pattern will be familiar to anyone running one:

• Service calls first. "The copier's jamming again" calls came in all day, each needing the same intake — account, machine, symptom — before a dispatcher could even open a ticket.
• Supplies reorders by phone. Customers called to order toner even when auto-fulfillment covered them, and each call meant a human looking up the contract in e-automate.
• Meter and billing questions landing on the same line, taking dispatchers away from actual dispatch.
• Peak-hour pileups. Monday mornings meant hold queues; hold queues meant abandoned calls; abandoned calls meant frustrated accounts and, eventually, contract risk.
• After hours, nothing. Voicemail after 6:30 p.m. — even for a machine down in a customer's mailroom the night before a big print run.

The team wasn't short on skill. It was short on hours, and the phone was eating all of them.

The solution: Answer on the phones, e-automate underneath

The dealer deployed Auralis with the phone line at the center:

• Answer, Auralis's AI voice agent, now picks up every service-desk call instantly. It identifies the caller and account, takes service requests with full intake detail, handles supplies and toner orders, and answers routine meter and billing questions — with every call transcribed and sentiment-scored.
• The e-automate connection does the heavy lifting: Answer works from the dealer's e-automate records — accounts, equipment, contracts, service history — so a toner request is checked against the customer's contract and a service call is logged as a properly coded ticket, not a sticky note.
• Autopilot handles the same requests on website chat for customers who'd rather type than call.
• Assist supports the human dispatchers on escalated calls, surfacing machine history and drafting follow-ups.
• Knowledge Center holds the dealer's own troubleshooting guides — so first-level fixes ("check the fuser area for the jam, here's how") happen on the call, sometimes canceling the truck roll entirely.
• Audit scores every conversation so the service manager can review quality across AI and human calls in one place.

The results

Within 90 days, the hold queue was effectively gone. Every caller gets picked up in seconds, and 62% of calls — mostly supplies orders, ticket intake, and status checks — finish without touching a dispatcher, within the up-to-~70% auto-resolution Auralis supports. Dispatchers stopped being switchboard operators; they schedule technicians and manage exceptions, which is the job they were hired for.

Supplies calls saw the biggest single shift: 68% now complete automatically, with entitlement checks against e-automate preventing the classic mistake of shipping toner a contract already covers. And the after-hours voicemail is gone — a machine-down call at 8 p.m. becomes a triaged, scheduled ticket by the time the desk opens.

"The phone used to run our service desk. Now Answer takes the routine calls, they land in e-automate as clean tickets, and my team finally works the schedule instead of the switchboard." — Service Manager, regional copier & office-equipment dealer (anonymized)

Hear it answer your calls

If your service desk lives on the phone and your data lives in e-automate, this is the demo to see.