Buyer calls no longer ring out. And Marketing Lab now builds its own virtual agents.
Collab delivered the first AI virtual agent in 2 weeks. By the end of August, Marketing Lab had 15 virtual agents in production, 14 of them built in-house.
About the Project
Background
Marketing Lab already had a voicebot in production. It answered calls, but every new virtual agent and every prompt change went through the platform vendor. Yet Marketing Lab’s own teams are the ones who know the developments, the sales arguments and the objections buyers actually raise. They had to file a ticket to change a sentence.
The move to Collab came down to three words: control, autonomy, integration. Full control of the prompts, the ability to build virtual agents in-house, and native integration with OneContact CC, the Contact Center Marketing Lab already runs for its clients.
Challenges
Migrate the use case with functional parity, and gain quality along the way. Three things mattered:
- Call handling. A buyer calling about a development wants an answer now. On overflow and outside office hours, the call must not ring out.
- Iteration speed. Move from “raise a request with the vendor” to a fix made the same day by the team that runs the service.
- Integration depth. The qualified request goes straight into OneContact CC, with no re-keying and no intermediate export.
2 weeks
to the first virtual agent in production, setup and OneContact CC integration included
1,703 calls
answered in the first 45 days, about 2 minutes per call
The solution
OneContact CC sends the inbound call to the virtual agent whenever no salesperson is available: after hours, during peaks, on overflow. During the call, the virtual agent answers in French, understands the buyer’s request and qualifies it. A knowledge base answers institutional questions on the spot: availability, delivery dates, tax schemes, how to book a viewing.
When the call ends, a post-call webhook sends the structured request to OneContact CC and creates the contact automatically. The salesperson calls back with full context.
The AI picks up.
The salesperson closes.
These virtual agents do not try to sell. They capture, structure and hand over. The sale stays human, by choice. On a property purchase, the AI saves the salesperson time. The buyer still decides with a person.
Outcome
Collab built the first virtual agent and put it in production in 2 weeks, setup and OneContact CC integration included. Then Marketing Lab took over.
- 15 Jun First virtual agent in production, delivered by Collab
- 7 Jul 2nd virtual agent, built by Marketing Lab
- 23 Jul 3rd virtual agent, built by Marketing Lab
- 28 Jul 4th virtual agent, built by Marketing Lab
- August 11 new virtual agents, the 5th to the 15th, built by Marketing Lab
15 virtual agents in production by end of August: 1 delivered by Collab, 14 built by Marketing Lab
6 weeks after launch, Marketing Lab had 4 virtual agents in production. By the end of August, 15, including dedicated virtual agents per developer brand. The new virtual agents were built in-house, each in a matter of days, by operations people who already run the service day to day. No developers. No tickets.
In the first 45 days, the virtual agents answered 1,703 calls, about 2 minutes each.
In August alone, they answered 2,467 calls, more than double the pace of the first weeks. They also handled more than 70 hours of calls, about 2 working weeks for one salesperson.
The real test of a virtual agent platform is what the client can build without the vendor. Marketing Lab passed it in 6 weeks, and kept going.
Key Facts
Marketing Lab (by wave.art), France. Marketing and sales services for property developers.
Answer every buyer call without depending on a vendor for each new virtual agent or prompt change.
AI Studio Virtual Agents on OneContact CC.
2 weeks to the first virtual agent in production, setup and integration included. 4 virtual agents in production 6 weeks later, 15 by the end of August.
OneContact CC routing, knowledge base, post-call webhook, automatic contact creation.
1,703 calls in the first 45 days, about 2 minutes per call. In August: 2,467 calls, more than double the pace of the first weeks, and more than 70 hours of calls handled. Every completed call ends as a structured contact, ready for the sales callback.