Trigone Gers x Yelda
Trigone Gers, the public body managing household waste across the Gers département, was rolling out a major change: new access controls requiring residents and businesses to create accounts and register their vehicles before visiting any of its 33 recycling centers. To support this transition and handle the surge in incoming questions, Trigone deployed Gersande, YeldaAI's AI phone agent — as the first point of contact for every caller navigating the new system.
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Gersande guides every caller through the new access system:
Profile-based routing: from the first exchange, Gersande identifies whether the caller is a resident or a business, and adapts the conversation to the right set of rules and procedures.
Regulatory and practical information in one call: access conditions, opening hours, vehicle weight limits, required documents — Gersande handles multi-topic conversations end to end, without any agent involvement.
Step-by-step account and vehicle registration guidance: for both residents and businesses, Gersande walks callers through the online process and sends an SMS with the relevant links when needed.
Seamless handover on demand: when a situation requires human judgment or the caller requests it, Gersande triggers a transfer to a Trigone agent — with a very high pick-up rate on the receiving end.
Key figures
Three quarters of calls handled autonomously — from day one of a major service change.
75%
of calls fully automated, no human intervention
33
recycling centers covered across the Gers département
24/7
availability, including outside Trigone office hours
What Gersande delivered for Trigone and its users
A smooth transition to a new access model: rather than flooding Trigone's teams with questions about the new system, callers get an immediate, accurate answer — reducing confusion and repeat contacts during a sensitive rollout period.
Less pressure on administrative staff: with three quarters of calls handled autonomously, Trigone's teams can focus on the cases that genuinely require their expertise, rather than fielding the same procedural questions repeatedly.
Consistent answers across a complex regulatory landscape: access conditions vary by site, by profile, and by vehicle type — Gersande delivers contextualized, up-to-date information without risk of inconsistency.
A foundation for broader rollout: the results from this first phase are already informing the progressive extension of the new access control system to additional recycling centers across the territory.