82% of dispatch calls, zero humans: how VIDA runs iPower's front line.

iPower's phones do not stop. We built a voice agent called VIDA that answers them, and it now handles 82% of inbound dispatch calls from hello to resolved, with no human picking up.

iPower runs managed IT. In managed IT, the phone is the business. Every outage, every my email is down, every new-hire setup starts as a call, and calls do not wait politely in a queue. Before VIDA, that front line was people, and people cost money, get tired, and cannot be on four calls at once.

What VIDA actually does

VIDA answers the call, works out what the caller needs, and takes it the rest of the way. It reads and writes tickets, checks status, schedules, and only pulls in a human when the job genuinely needs one.

It sits on top of ConnectWise, the system iPower already runs their tickets in. That part matters. VIDA is not a separate island of data someone has to reconcile later. It reads the same tickets the techs read and writes back to the same place, so the humans and the agent are always looking at one source of truth.

Why 82% and not 100%?

Because the last 18% is exactly where you want a human, and VIDA is built to know the difference.

The goal was never to replace the team. It was to take the repetitive volume off them, the status checks, the password resets, the is my ticket moving calls, so the humans spend their time on the calls that actually need judgment. VIDA hands those off cleanly, with the context already gathered, so the person is not starting from cold.

What it changed

• The queue stopped being a bottleneck. Calls get answered immediately, at 2pm or 2am.
• The team stopped drowning in repetitive calls and started working the ones that matter.
• Every call became a clean ticket, because the agent writes them the same way every time.

That last one does not show up in a demo but it shows up in the P&L. A front line that answers every call, never has an off day, and turns every conversation into structured data your team can act on.

The point

This is what we mean by autonomous. Not a chatbot bolted onto a website. A system that does a real job on your real stack, and does it while your team sleeps. iPower owns it, and it runs on the tools they already had.

Got a front line that eats your team's day? Tell us what is slowing you down and we will show you what taking it off their plate looks like. More receipts on the Bite Record. Questions first? Reach us at [email protected].