# How ecoATM uses Sierra

**30%**: “Echo was handling more than 30% of inbound calls—now stably in the mid-30% range”

As published on [sierra.ai](https://sierra.ai/customers/ecoatm), May 2026. Captured by usedby on 2026-10-07.

- Company: [ecoATM](https://www.usedby.ai/companies/ecoatm.md)
- Tool: [Sierra](https://www.usedby.ai/tools/sierra.md)
- Teams: Customer Care

## What the story says

ecoATM uses a Sierra voice AI agent named Echo to answer the most common inbound customer calls, such as pricing devices, locating kiosks, and general questions, before they reach human support agents.

Summary written by usedby from the source page, in English. The figures are those of Sierra and ecoATM, not ours.

> Within the first month, Echo was handling more than 30% of inbound calls—now stably in the mid-30% range, more than double what ecoATM expected. That translated into significant savings.

> At the end of the day, we kept coming back to incentives. Sierra is incentivized to solve the problem, and payment is tied directly to resolution.
>
> Michael Walzak, VP of Customer Care

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 30% is printed word for word on the page, near the name of ecoATM.
- Checked: the passage quoted above is copied word for word from the page, near the name of ecoATM.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: ecoATM uses Sierra. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/ecoatm-sierra · How we check: https://www.usedby.ai/methodology