How EMDS Conseil provides 24/7 customer support without tying up its teams, thanks to an AI voice assistant

KEY FIGURES

24/7 with no on-call staff‍

0 staff tied up on FAQs‍

0 wait time on every call
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THE CHALLENGE

At EMDS Conseil, the phone kept ringing well beyond office hours. Clients looking for pricing information, wanting to understand an offer, asking how a service works. Simple, legitimate requests, but ones that tied up already busy employees, or went unanswered until the next morning.

The result: a degraded customer experience outside business hours, and a diffuse workload eating into the teams’ time on low-value questions.

Before the project began, several key challenges were identified:

• Ensuring continuous availability for clients, including nights, weekends and public holidays
• Answering frequently asked questions immediately without tying up the teams
• Maintaining a warm, reassuring tone consistent with the firm’s positioning
• Freeing employees for the interactions that truly require their expertise

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THE SOLUTION

Qolaig deployed a smart phone assistant, trained on EMDS Conseil’s content and values, that automatically answers frequently asked questions at any time of day or night. A setup similar to the voice agent that handles incoming calls for Groupe Lévrard.

01. Immediate answers to frequently asked questions

Pricing, service overviews, how things work, initial guidance: the assistant answers accurately and consistently, with no waiting time and no queue. Clients get the information they need, when they need it.

02. A warm voice, not a cold automated phone system

The assistant isn’t a touch-tone (DTMF) menu. It engages in a genuine voice conversation, with a tone calibrated to reflect EMDS Conseil’s warmth and professionalism. The human touch remains perceptible, even when it’s the AI speaking.

03. Continuous availability with no on-call duty

24/7, without tying up a single employee. Calls outside business hours are handled with the same quality as during the day, and teams find their schedules untouched the next morning.

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RESULTS

• 24/7 customer availability, with no human on-call duty
• Zero employees tied up on frequent information requests
• An immediate answer to every call, whatever the time
• Customer experience preserved outside office hours, with a tone consistent with the brand

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RETURN ON INVESTMENT

Every call received outside business hours either tied up an on-call employee or left the client without an answer until the next day. By handing these routine interactions over to an AI voice assistant, EMDS Conseil guarantees a continuous presence without overloading its people, frees its teams for high-value conversations, and protects the customer experience at every touchpoint, including those it previously had no control over. An approach shared by Dana Avocats, which automated its answers to recurring client questions.

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FAQ

How much does an AI workshop with Qolaig cost?

The AI workshop costs €5,000 excl. VAT for one day on site. 50% of this amount is deducted from development fees if the project moves forward.

How long does it take to deploy a solution?

The first use cases are usually live 2 to 6 weeks after the workshop.

Is our data kept confidential?

Yes. It is never used to train third-party models and stays in your environment, with hosting suited to your GDPR requirements.

What did Qolaig deploy for EMDS Conseil?

An AI voice assistant that automatically answers frequently asked client questions, at any hour.

Which questions does the assistant answer?

Pricing, service overviews, how things work and initial guidance.

Is it a standard automated phone system?

No. The assistant holds a real conversation, with a tone calibrated to the firm’s own, and no touch-tone menu.