Routine calls handled automatically
The AI layer takes the predictable share instantly, including several calls at once, so a spike does not become a queue.
Voice Calls
RunEvery call answered. Including the ones at 3am.
A staffed phone line with an AI layer on routine calls — inbound, outbound and overflow, to a service level you set.
Typical stack
- Twilio
- Deepgram
- ElevenLabs
- Claude
- HubSpot
- ServiceTitan
Written for: A business losing bookings to voicemail and unable to justify a night shift.
Who it is for
Is this built for a business like mine?Built for businesses where the phone is the transaction.
Not the phone as a courtesy channel — the phone as the place the money is actually made.
What we see
Emergency calls arrive at the worst hour and go to whoever answers first.
What we build
Triage, qualification and booking against real technician availability, around the clock.
The detail that matters
Drive time and skill are modelled, so what gets booked can actually be done.
What we see
Reception is on the phone while patients wait at the desk, and recalls never go out.
What we build
Booking, rescheduling, confirmations and recall campaigns, handled off your front desk.
The detail that matters
Built to the data boundary you operate under, agreed during onboarding.
What we see
A qualified case reaching voicemail is worth nothing.
What we build
Intake calls answered live, facts collected, criteria applied, case routed with the transcript attached.
The detail that matters
Collect and route only. Never advise — enforced in the script and audited.
What we see
Bay capacity is perishable and booked over one line during peak hours.
What we build
Service booking and follow-up on quoted-but-not-booked work.
The detail that matters
Bay, technician and parts availability treated as three constraints, not one.
What we see
Check calls consume dispatcher mornings and track-and-trace comes in at all hours.
What we build
Outbound check calls and inbound status handling, written straight into the TMS.
The detail that matters
Exceptions are surfaced. Only off-plan loads reach your dispatchers.
And who it is not for
If your calls are long, consultative and unique each time, we would be learning your business on your customers. That work belongs in-house.
The problem
Do they understand what is actually going wrong?Voicemail is where revenue goes to be forgotten.
An inbound call is the highest-intent contact a business receives and its value decays within minutes. Covering every one of them means staffing for a peak that happens twice a week at hours nobody wants — so most businesses accept the loss without measuring it, because the missed call leaves no trace.
Out-of-hours calls become voicemail and are returned after the job is booked elsewhere.
A generic answering service takes a message, which is not the same as taking a booking.
Peak periods produce several times the volume and the same number of people.
Nobody can say how many calls were missed last week, because a missed call is not recorded anywhere.
What we build
What exactly would I be buying?A line that is always answered, and can finish the call.
Answering is table stakes. What matters is whether the call ends with the thing the caller wanted — a booking, an answer, a routed case — which requires access to your systems and the authority to use it.
Trained agents on the rest
Named people who know your business, taking transfers with the conversation so far already in front of them.
Booking, not messages
Connected to your calendar, dispatch or PMS, so the call ends in a confirmed appointment rather than a callback promise.
Everything in writing
Recording, transcript, extracted details and outcome in your CRM before the caller has hung up.
How it works
How does this actually function?From ring to record.
The path is the same at three in the afternoon and three in the morning, which is the point.
Ring
Answer
Qualify
To an agentAct
Write back
Answering happens immediately and concurrently. There is no hold queue at the front.
Transfer carries the transcript, so the caller does not start again.
The record lands in your CRM, not in a portal you would lose access to.
What changes
What is different afterwards?What is different afterwards.
The missed call stops existing
Coverage across the hours you choose, with concurrency so simultaneous calls are all answered.
Answer rate by hour, including out of hours.
Calls end in bookings
System access means the call completes rather than generating a callback task for the morning.
Share of calls resolved on first contact.
The phone becomes a measured channel
Volume, reason, outcome and duration for every call — usually the first time this has been visible.
Call reason and outcome, categorised.
How we deliver
How does this start, and what do I get at each step?Six stages, and every one has an exit.
You can stop after any stage with something useful in hand. That is the point of naming the artefacts rather than the activities.
- 01
Call audit
We listen to real calls. Every failed phone operation was designed from an imagined call.
- Call type taxonomy from recordings
- Volume by hour and day
- The call types we recommend never automating
- 02
Script and rules
What is said, what is collected, and exactly when a call reaches a person.
- Call scripts per type
- Qualification criteria
- Transfer rules, written by you
- 03
Integration
Calendar, dispatch, CRM and telephony connected so the call can be completed.
- Live availability integration
- CRM write-back
- Number routing configured
- 04
Agent training
Named agents trained on your business, your tone and your escalation boundaries.
- Trained agent team
- Knowledge base
- Call quality rubric
- 05
Pilot
Out of hours first, one call type, with recordings reviewed daily.
- Pilot recordings and review
- Transfer rate by type
- Tuned rules
- 06
Run
Full coverage with weekly reporting and monthly call quality review.
- Weekly service level report
- Call quality scores
- Monthly review
Who runs the desk
How does this start, and what do I get at each step?Every desk ships with a lead and a QA function.
A pool of agents with no accountable owner is how outsourced quality degrades — slowly, invisibly, and then all at once. Four roles exist on every account, and the smallest engagement gets all four.
- 01
Agents
Trained on your product, your tone and your escalation boundaries, and assessed before they touch live work. Named and consistent on dedicated plans.
- 02
Team Lead
Accountable for the queue rather than working in it — coverage, SLA, escalations and the shift handover. One person you can name when something goes wrong.
- 03
QA
Samples completed work against a written rubric, independently of the lead. Disagreements between agents are treated as a defect in the knowledge base, not in the agent.
- 04
Account lead
Runs the weekly report and the standing review where the knowledge base actually changes. The person who tells you the number went the wrong way.
QA sampling rate and the review cadence are agreed during onboarding and reported weekly against target — including the weeks it was missed.
Questions
But what about the thing that worries me?The questions people actually ask.
Is it a person or an AI answering?
Both, by call type, and the split is agreed with you during the audit. Routine calls are handled by the AI layer instantly; anything meeting your transfer rules reaches a trained agent. The agent identifies as an agent and the AI identifies as an AI when asked — we do not build systems that claim to be human.
Can you book directly into our system?
Yes, against live availability, respecting the capacity rules that matter in your business. A booking that cannot be honoured is worse than a missed call, so those rules are modelled explicitly during integration.
What does coverage cost compared to hiring?
We size it against your real call volume during the audit so the comparison is arithmetic. It is usually decisive for out-of-hours and overflow, and closer than people expect for full daytime coverage — we say which case yours is.
Do you handle outbound as well?
Yes — confirmations, recalls, check calls, follow-up on quoted work. Outbound is often where the fastest return sits, because it is work that currently does not happen at all.
What happens if your systems fail?
Calls fall back to your existing line automatically. The failure mode is what you have today, never a dead line.
The other half
The system that answers before we do.
The AI voice layer on this line is the same system we build as a product. Because we run the desk behind it, transfer thresholds are set where they should be rather than where they make a demo look good — a vendor with no people behind the line has every incentive to set them wrong.
AI Voice AgentsStart
What is the next step?Tell us the volume, we will tell you the shape.
Send us a week of real numbers — calls, chats, tickets, documents — and we will come back with a coverage model and what it would cost.
Related desks
- ConversationLive Chat SupportStaffed chat with an AI layer on the repetitive share — covered to a response window you set, including the hours nobody wants.
- TransactionOrder TakingOrder capture across phone, chat and email — validated against live stock and written into your system, not into a spreadsheet.
- TransactionB2B SalesOutbound prospecting, lead qualification and follow-up run as a disciplined process — the work that gets skipped when your closers are busy closing.