How Vintia Reduced Phone Support by 80% with AI Agents
How do you support thousands of visitors without hiring more staff?
Vintia wanted to help visitors faster without continuously expanding its support team. With Watermelon AI Agents, they achieved exactly that. During peak periods, thousands of visitor questions are handled automatically, reducing phone support pressure by 80%.
Vintia supports organizations in the leisure industry with both software and visitor services. The managed e-commerce team helps visitors of swimming pools, museums, sports venues, and recreational facilities with questions about tickets, memberships, opening hours, and events on a daily basis.
During holidays, weekends, and events, the number of visitor inquiries can quickly increase. The challenge was clear: how do you continue helping visitors quickly without constantly hiring additional staff?
How AI Handled the Majority of Visitor Questions
To help visitors faster and reduce pressure on the team, Vintia chose Watermelon AI Agents. The impact was immediate: AI Agent Rosa started automatically handling hundreds of visitor questions.
During a peak period in October, AI Agent Rosa handled 1,596 visitor questions. During the same period, only 409 phone calls were received, compared to around 2,000 before the Agent was introduced. This resulted in an 80% reduction in phone support pressure.
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Active Agents
90%
Successfully resolved
80%
Reduction in phone support
Growing Without Hiring More Staff
Previously, many questions were handled through email and phone. While effective, this approach was not scalable.
When phone traffic increased, the rest of the team's work immediately came under pressure. Supporting more clients almost automatically meant more work for the team.
Vintia therefore wasn't looking for a traditional chatbot with fixed flows, but for a solution that could understand questions independently, use website information, and be easy to manage.
“If the AI Agents weren't there and we had to handle everything by phone, the impact would be much greater.“
Why Vintia Chose Watermelon
Every organization has different visitors, different questions, and different information. That's why Vintia wasn't looking for a traditional chatbot with fixed flows, but for a solution that could independently understand questions, learn from existing website information, and be easy to manage.
Watermelon proved to be the right choice. Each AI Agent can be configured specifically for the organization it serves. Together, they determine which questions the Agent should answer, which tone of voice fits the organization, and what information is important to visitors.
“What really convinced us was the AI component. In addition, the dashboard is very accessible and it takes little effort to add instructions, manage the Agent, and import a sitemap,” says Katrien Logghe.
The Agent then learns from the website through a sitemap. Additional documents, instructions, and customer information help it align more closely with real-world situations. As a result, management requires little time and new organizations can be onboarded quickly.
New team members can also start using the platform quickly. “After a day or two, you could already get started with it. It's very user-friendly,” says Fuuk Aerts.
Faster Answers for Visitors, Less Pressure on Employees
Vintia sees the biggest impact during busy periods. While visitors receive answers quickly, pressure on the team remains manageable because AI Agent Rosa automatically handles a large share of incoming questions.
“It's especially during busy periods that you realize how much the Agent actually takes care of,” says Katrien Logghe.
AI Agent Jort also delivers strong results. Around 90% of conversations are successfully resolved. The remaining conversations immediately reveal opportunities for improvement, allowing the Agent to continuously learn and further increase its level of automation.
Serving More Clients with the Same Team
For Vintia, the biggest value is not just answering questions faster, but scalability. Because AI Agents automatically handle common questions, the team can support more organizations without needing additional staff.
For an organization that manages customer contact on behalf of multiple clients, this makes a significant difference. Serving more clients without continuously expanding the team was exactly the goal, and thanks to Watermelon, that goal has become reality.
From Pilot Project to an Essential Part of the Service
While AI is still an experiment for many organizations, it has become a core part of Vintia's service offering. The focus is now on further scalability: supporting more clients, automating more questions, and reducing manual maintenance.
The ambition is clear: support more clients, automate more questions, and continue growing without the team having to grow at the same pace. With Watermelon AI Agents, Vintia continues to move closer to support on autopilot.