Youbath Case Study: How an AI Voice Agent Automated 86% of Requests for a Greek E-commerce Business

13 July 2026 0 minutes read

CASE STUDY Customer: Youbath | Industry: E-commerce / Bathroom & Home Equipment | Use Case: AI Voice Agent

Executive Summary

Providing fast and consistent phone support is one of the biggest challenges for modern e-commerce businesses. Customer service teams spend countless hours answering repetitive questions about products, order status, availability, and returns, leaving less time for high-value activities.

To address this challenge, Youbath implemented a Voice Logica AI Voice Agent that now serves customers 24 hours a day, 7 days a week.

After handling more than 2,500 customer calls, the AI Voice Agent successfully resolves 86% of customer requests without any human intervention, significantly improving operational efficiency while maintaining a high-quality customer experience.

The Challenge
Every day, the Youbath customer service team received a high volume of repetitive phone inquiries, including questions such as:

Where is my order?
Is this product in stock?
Is it available in another size or color?
What is your return policy?
How can I exchange a product?

Managing these calls created a significant operational burden, especially during peak hours and outside normal business hours.

At the same time, Youbath's extensive product catalog required instant access to accurate information about products, dimensions, availability, orders, and customer service policies. Delivering fast, consistent answers across thousands of products was becoming increasingly demanding for the customer support team.

The Solution
AI Voice Agent powered by Voice Logica

Voice Logica deployed a fully customized AI Voice Agent named Ioanna, who answers calls through Youbath's main business phone line 24 hours a day, 7 days a week.

Ioanna is seamlessly integrated with Youbath's business systems, giving her real-time access to the information required to assist customers naturally and accurately.

Among her capabilities, she can:

Identify the type of caller (customer, courier, or supplier)
Search products using SKU, barcode, or natural-language descriptions
Provide real-time product availability and specifications
Check order status instantly

Calculate return and exchange eligibility periods
Send relevant product links via SMS or email
Transfer calls to a human representative whenever personal assistance is required

At the same time, Ioanna follows strict business rules, ensuring that she never provides information that cannot be verified through the company's systems.

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Beyond Customer Service

One of the most valuable outcomes of the implementation extended far beyond call automation. The AI Voice Agent records every inquiry related to out-of-stock products or products that are not included in the company's catalog.

For the first time, Youbath gained clear visibility into customer demand it had previously been unable to fulfill.

This information is now used to support:

Better inventory planning
More informed commercial decisions
Product catalog expansion
Reduced lost sales opportunities

As a result, the AI Voice Agent has become more than a customer service solution - it has evolved into a valuable source of business intelligence.

Results

Following the successful deployment of the solution, Youbath achieved exceptionally high levels of customer service automation.

Business Impact

2.500+

customer phone conversations handled

86%

of customer requests fully resolved without human intervention

76"

average duration of successfully completed conversations

100+

customer calls handled daily during peak periods

24/7

customer support without the need for additional staff

Call Analysis

39%

Product inquiries

27%

Order status

22%

General information

Complaints / Defective products

New orders

These insights allow Youbath to better understand customer needs while continuously improving both its customer service operations and its online shopping experience.

Conclusion

The implementation of Voice Logica's AI Voice Agent demonstrates how artificial intelligence can successfully automate the majority of customer phone interactions for a modern e-commerce business—without compromising the customer experience.

Instead, the solution delivers immediate availability, consistent and accurate information, and valuable operational insights that were previously unavailable.

For Youbath, the AI Voice Agent has become far more than a virtual receptionist. It has evolved into a trusted digital team member that enhances customer satisfaction while providing the business with actionable data to support better operational and commercial decisions.

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Thiseas Technical Services: How an Outbound Voice Agent Automated 20,000+ Technical Appointments

26 May 2026 0 minutes read

CASE STUDY Customer: Thiseas Technical Services | Industry: Telecommunications Infrastructure / Fiber Network Installations | Use Case: Outbound AI Voice Agent

Executive Summary

The rapid expansion of fiber-optic networks across Greece has dramatically increased the number of installation appointments that must be scheduled, confirmed, and rescheduled every day.

For Thiseas Technical Services, an official technical partner of COSMOTE, managing this volume became a highly demanding operational process that required continuous customer communication and real-time coordination with field technician availability.

To streamline this workflow, the company deployed Voice Logica's utbound AI Voice Agent. Within approximately six months of production, the AI Voice Agent completed more than 20,000 outbound calls, confirmed thousands of installation appointments, and almost fully automated the scheduling process, requiring human intervention in less than 0.5% of conversations.

The Challenge
As Greece continues to expand its FTTH (Fiber-to-the-Home) infrastructure, telecommunications contractors are required to manage thousands of new installation requests every day. For Thiseas Technical Services, this translated into an enormous volume of customer communications to coordinate technician appointments efficiently.
The scheduling process required:

Hundreds of outbound phone calls every day
Continuous updates to technician availability
Immediate rescheduling whenever field capacity changed
Multiple contact attempts when customers did not answer
Consistent, high-quality communication with every customer

Managing this workflow manually placed significant pressure on the operations team while making it increasingly difficult to optimize technician utilization.

The Solution
Outbound AI Voice Agent

Voice Logica designed and deployed a fully customized Outbound AI Voice Agent, named Kostas, capable of autonomously managing the entire appointment scheduling process.

Acting on behalf of Thiseas Technical Services, Kostas proactively contacts customers, conducts natural conversations, proposes available appointment slots, and confirms bookings without human intervention.

The solution combines conversational AI with intelligent scheduling through four core capabilities

Automated Outbound Appointment Scheduling

Kostas automatically places hundreds of outbound calls every day to schedule installation appointments, eliminating a significant amount of repetitive administrative work.

Within the first six months of operation, the AI Voice Agent handled more than 20,000 scheduling calls.

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Real-Time Capacity Management

The solution is directly integrated with the live scheduling system used by Thiseas Technical Services.

The AI Voice Agent continuously checks technician availability in real time and only proposes appointment slots that are actually available.

As soon as a time slot is booked, it is automatically removed from the available schedule, and the AI immediately offers the next available option. This eliminates double bookings while maximizing technician utilization.

Personalized Conversations & Automatic Appointment Confirmation

Every conversation is personalized according to the customer's specific information and installation requirements.

The AI Voice Agent confirms the installation address, presents available appointment options, and clearly explains the installation process in a natural and consistent manner.

As a result, 99.5% of customer conversations are completed without human intervention, delivering a consistent customer experience regardless of call volume.

Smart Follow-Up Automation

If a customer does not answer the initial call, the process does not stop.

The AI Voice Agent automatically schedules follow-up calls and, when required, sends SMS notifications.

This significantly reduces missed appointments caused by unsuccessful contact attempts while increasing appointment completion rates.

How It Works

During every outbound call, Kostas introduces himself as a representative of Thiseas Technical Services and verifies the customer's installation details.

The AI Voice Agent then presents up to three available appointment dates and time slots based on the live schedule of field technicians.

Once the customer selects a preferred appointment, the booking is confirmed immediately. Kostas also explains the installation process, including:

Fiber-optic cable installation
Required work inside the premises
Router installation
Service activation

If the customer declines the installation, the reason is automatically recorded - for example, contract cancellation or refusal to proceed with the installation - providing valuable operational insight for the company.

Beyond Appointment Scheduling

The implementation delivered benefits that extended well beyond automation.

For the first time, Thiseas Technical Services gained complete visibility into every customer interaction throughout the appointment scheduling process.

The company can now identify:

Why an appointment was not completed
How many contact attempts were required
The most common cancellation reasons
How technician availability is utilized

These insights support continuous operational improvement and more efficient allocation of field resources.

Results

Following deployment, Thiseas Technical Services achieved a significant transformation in its appointment scheduling process.

Business Impact

20,438

outbound appointment scheduling calls completed

2,913

confirmed installation appointments

42.2%

appointment confirmation rate across analyzed conversations

58.5%

successful conversation outcome rate

99.55%

of conversations completed without human intervention

195 hours

of customer conversations handled fully autonomously

85"

average duration of answered calls

Operational Benefits

Automating the appointment scheduling process enabled the company to transfer one of its most repetitive and resource-intensive operational tasks from human agents to artificial intelligence.

As a result, Thiseas Technical Services achieved:

Faster appointment scheduling

Better utilization of field technician capacity

Significant reduction in administrative workload

A consistent customer experience across every interaction

The ability to handle substantially higher volumes of work without increasing headcount

Conclusion

The collaboration between Thiseas Technical Services and Voice Logica demonstrates how an Outbound AI Voice Agent can automate a large-scale operational workflow - not simply customer service.

By handling more than 20,000 outbound scheduling calls, confirming thousands of appointments, and operating with virtually no human intervention, the solution enabled the company to improve productivity, optimize technician utilization, and support the rapid expansion of fiber-optic infrastructure across Greece.

For Thiseas Technical Services, the AI Voice Agent is far more than an automation tool. It has become a trusted digital workforce member, managing one of the company's most critical operational processes with consistency, accuracy, and measurable business results.

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AI Voice Agents for automated phone communication

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