From voicemail to instant answers: How Venia Products modernized support with AI Voice Agents
Venia Products set out to modernize how it handled phone support across its e-commerce storefronts, and they knew AI was the missing piece to make it a reality. The team wanted agents that could automate answering and resolving routine customer support calls, so they could focus on the ones that needed a personal touch. Today, they have scaled four AI Voice Agents, two inbound and two outbound, across all eight Venia Products storefront brands.
The challenge: small team, high-volume routine calls
Venia Products is a mid-sized e-commerce retailer running several specialty mailbox supplier storefronts, each operating under its own brand with its own dedicated phone line. Their support team was fielding a high volume of routine inbound calls from customers, including order status, which made up 25% of conversations.
Multiplied across eight phone lines, those calls quickly outpaced what the team could handle on its own. Without overnight support, calls outside business hours were sent straight to voicemail and left unresolved until the team could get to them the next day.
The team needed a way to answer every call instantly, at any hour, without adding headcount. At the same time, they wanted to give customers a smooth handoff to a live rep whenever a request fell outside what AI could resolve.
Coming back to Aircall with an AI plan
Venia Products is a returning Aircall customer. They'd left in search of a platform with a clearer AI roadmap, but the competitor they chose couldn't provide the direction on AI initiatives they needed. They came back with a clear goal: deploy agents across their entire operation to support both inbound and outbound calls. This time, Aircall had the AI technology to make it happen.
"After switching from a competitor that couldn't provide direction regarding AI initiatives for our mid-sized business, we were pleasantly surprised by the level of support and the opportunities available to lock in AI voice capabilities."
— Eden Schweyer, General Manager, Venia Products
What followed was a close, iterative collaboration between Aircall's solutions team and Venia Products' general manager and support leads. When testing surfaced friction, like callers phoning in on someone else's behalf getting stuck at the identity check, the teams adjusted the conversation on the spot, changing the opening question from "what's your name?" to "what name is on the order?" Bugs, like a misread phone number, were caught before the agents ever went live.
The solution: Automated inbound and outbound conversations with handoffs to live agents when needed
Inbound agents across all eight Venia Products brands
Rather than build every inbound agent from scratch, Aircall's team built one working template. It was cloned for each new phone line, and only the greeting and knowledge base per brand were updated. That reusability is what allowed Venia Products to go from a single pilot agent to seven full production deployments without solving the same problems over and over. Venia Products now runs two inbound agents: Ruby answers first during business hours, and Tiffany covers after hours and Saturdays.
Each inbound agent:
Identifies the caller using caller ID to locate their record in Venia Products’ Zoho CRM or defaults to email lookup as a backup.
Pulls the order, including order status, tracking number, carrier, and order date, straight from Zoho and relays it to the customer conversationally.
Answers FAQs using a per-brand knowledge base layered on the same core flow, so return policy, hours, and other store-specific questions get accurate, brand-specific answers.
Seamlessly transfers to a live agent when it can't resolve autonomously, or when a call comes in after hours, by landing in Aircall’s Shared Inbox as “unread” with a full transcript and AI-generated summary, ready for reps to follow up on each morning.
Outbound agents for delivery day
Venia didn't stop at inbound calls. Two outbound agents now cover delivery: one calls customers when their order is en route, and one follows up after delivery. When an order status updates to "en route" in Zoho CRM, an outbound AI Voice Agent calls the customer automatically. The agent verifies their identity against Zoho and shares delivery details before the customer ever has to call in. If the agent can't answer a customer question or the customer asks to speak to a rep, it instantly transfers the call.
Venia Products chose AI Voice Agents over SMS specifically for this use case, so that landline and business-phone customers wouldn't be left out of the loop. Additionally, call-timing rules set up in Zoho keep outbound calls within business hours so customers aren't disturbed.
The result: faster customer support without added headcount
Venia Products didn’t have to add members to the support team to improve the customer experience. With four agents now up and running, calls that used to tie up the support team now get answered instantly, leaving reps with more time dedicated to calls that benefit from talking with a person.
"[AI Voice Agents] have truly changed the game for us by freeing up our team and enhancing our customer support through AI."
The Venia Products team also credits the tight-knit partnership with Aircall as much as the agents themselves.
"Throughout this process, our Account Manager has been instrumental, bringing us the right solutions and remaining patient and proactive in ensuring our needs are met even when we go 'radio silent' due to busy seasons. We couldn't recommend Aircall more; their support is unmatched."
Looking ahead
Venia Products isn't done building. Once the company completes its SMS registration, tracking numbers currently read aloud during calls will move to SMS delivery instead. Additionally, a proven agent template already cloned successfully across seven brands gives Venia Products a ready-made blueprint to bring AI Voice Agents online quickly for any new storefront it launches. Both are practical, already-in-hand steps that will keep streamlining the day-to-day as the business grows.
Ready to see what AI Voice Agents can do for your team? Explore how Aircall’s AI Voice Agents can help you deliver faster support, capture richer context, and free your team to focus on developing customer relationships through meaningful conversations.