Front Desk Agent for Furniture Brands

Himolla Polstermöbel, one of Europe’s largest upholstered-furniture manufacturers, receives inbound calls in German, English, and French – from retailers and end customers to outlet and emergency enquiries – and every call previously needed a bilingual operator to route it. We built Molly, a multilingual AI phone assistant on VAPI using a four-agent squad architecture: an initial agent detects the caller’s language from their country code, then hands off to a dedicated German, English, or French agent running identical routing logic natively. Molly handles ten distinct call categories through a structured decision tree – sales, service technicians, the outlet, complaints, departments, and 24/7 emergencies – transferring calls silently through the company’s 3CX phone system. It looks up service technicians by postal code and sends details by SMS, checks office and outlet status dynamically, knows Bavarian public holidays through 2028, and delivers a compliant recording notice on every call. The result: 100% of inbound calls handled automatically in the caller’s own language, around the clock.