Managing Peak-Season Call Volume with AI + Human Teamwork

When Calls Never Stop Ringing

For Hermont Tire, peak tire season doesn't just mean more customers—it means constant phone overload.

During busy hours, the front desk regularly faced a frustrating situation:

• 5–6 calls waiting on hold at the same time
• Customers growing impatient or hanging up
• A receptionist juggling calls, walk-ins, and mobile service requests simultaneously
• Store open 6 days a week, but only receptionist coverage 5 days—Saturday calls went unanswered

The team knew they didn't just need more phone lines—they needed a smarter way to handle calls.

AI + Human, Each Doing What They Do Best

Hermont Tire redesigned their phone workflow using a phone menu system combined with XonaAuto AI.

Here's how they structured it:

• Line 1 – General FAQ & Appointments → XonaAuto AI
  • Handles overflow calls during peak hours
  • Answers after-hours calls
  • Collects structured customer information
• Line 2 – Sales Inquiries → Human Staff
  • Keeps high-value sales conversations handled by experienced team members
  • Ensures better engagement and conversion

This setup created a clear division of labor: AI focuses on accuracy, speed, and volume. Humans focus on relationship-building and sales.

What XonaAuto AI Handles

The AI assistant was customized specifically for Hermont Tire's workflow, including:

• Appointment requests
• Service inquiries
• Mobile tire service intake

For every call, the AI reliably collects:

• Customer name
• Phone number
• Email address
• Current location (critical for mobile service)

All information is captured consistently—no missed details, no confusion.

"The AI receptionist transformed our peak season operations. We went from missing calls and overwhelmed staff to a smooth, efficient front desk where every customer gets the attention they deserve. It's not about replacing our team—it's about empowering them to do their best work."

— Yan Lee, Service Team

Key Features That Made It Work

• Multi-Line Phone Menu System: Intelligent call routing directs general inquiries to AI and sales calls to human staff, optimizing each team member's focus
• Structured Data Collection: The AI consistently captures complete customer information and prior questions required by Hermont Tire, especially critical for mobile service locations
• Peak-Hour Overflow Handling: During the busiest times, the AI manages volume while human staff focuses on in-store customers and priority tasks
• After-Hours Coverage: Captures appointments and service requests 24/7, ensuring no opportunity is lost outside business hours

A More Efficient Front Desk with AI + Human Collaboration

By assigning overflow and after-hours calls to the AI receptionist while keeping sales conversations handled by human staff, Hermont Tire achieved:

• Significantly reduced front-desk workload — staff can focus on in-store customers and complex inquiries
• 150+ overflow calls handled by AI per month — every customer gets answered during peak hours, even when 5-6 calls come in simultaneously
• Higher accuracy in customer information — the AI consistently captured complete details for appointments and mobile service requests
• Improved response times — customers get immediate attention without lengthy hold times

The AI consistently captured complete details for appointments and mobile service requests, allowing the receptionist to focus on in-store customers and priority tasks. Response times improved, call pressure dropped, and the front desk operated more smoothly—even during the busiest season.

Rather than replacing staff, the AI became a reliable support system: AI handled volume and structure, humans handled relationships and sales—creating a smarter, more sustainable way to run the front desk.