Customer Service
Hire an AI agent to answer, resolve and book.
Enquiries, routine requests and appointments, handled from your approved knowledge. Your team steps in when judgment is needed.
A customer calls after hours
Customer
Inbound call, 8:42 pm
“I need to move my site visit to Saturday morning.”
NGB agent
Agent answers from approved knowledge
Confirms the customer, the existing appointment and Saturday availability.
Connected system
Authorized action completed
Appointment rescheduled in the connected calendar. Confirmation sent.
Your team · approval point
Team notified with context
A summary reaches the right team with the reason for the change.
An example of the work, not a recording of a client deployment.
What you buy
What counts as complete.
Different units, different prices. The quote names which one you are buying.
Resolved enquiry
Answered from approved knowledge, with no repeat contact on the same issue. A correct escalation counts as handled, not resolved.
Confirmed appointment
Booked in your calendar and confirmed to the customer. Confirmed by the calendar, not by the conversation.
Completed service request
Created, classified and routed in your helpdesk, with the context attached.
Billing boundary
One contact, one outcome, one unit. Rework caused by the agent is not billed again. Escalations bill at their own rate, so handing over is never penalised.
The work
Give every customer a clear next step.
- Deployed
AI receptionist
Answers, captures the reason for contact, routes the caller.
- Deployed
Common-question handling
Services, locations, hours, process, status — most of your volume.
- Available to configure
Appointment management
Book, reschedule and cancel, then confirm to the customer.
- Available to configure
Service request creation
Classified and prioritised in your helpdesk, with context.
- Available to configure
Order and request status
Customers self-serve without waiting for an agent.
- Available to configure
Escalation with context
To the right team, with a summary of what happened.
Who hires this
- Buyer
- Service or contact-centre head, COO
- Budget
- Service operations and ICT
- Trigger
- Missed calls, repetitive enquiries, queues or inconsistent after-hours coverage
- Best first job
- An AI receptionist, or one high-volume enquiry and booking workflow
Where it stops
Uncertain answer or restricted action, and the agent hands over rather than inventing one. That handover is part of the service, billed as a handled contact — never hidden to protect a resolution rate.
Inputs
What you provide.
See the 5 inputs
- Approved FAQs, services, locations and operating hours
- Escalation rules and the teams behind them
- Customer-identification requirements
- A phone number or web channel to answer on
- A booking, helpdesk or CRM connector as scoped
Your oversight
Who decides what.
- The agent answers only from knowledge you approve.
- Actions are allowlisted. Anything outside the list requires a person.
- Escalation rules and identification requirements are yours to set.
- Every interaction is recorded with what the agent did and why.
Capability scope
What this can do today.
Every capability carries its availability. Planned means planned.
See the full capability table
| Capability | Scope | Status |
|---|---|---|
Voice answering Inbound call handling on a connected phone number. Verified per telephony provider and per engagement. | Verified per telephony provider and per engagement. | Deployed |
Web chat Same knowledge and workflows in a web channel. Website embed. | Website embed. | Available to configure |
Booking actions Create, reschedule and cancel against a connected calendar. Subject to the calendar connector scoped for the engagement. | Subject to the calendar connector scoped for the engagement. | Available to configure |
Ticketing actions Create and classify requests in a connected helpdesk. Subject to the helpdesk connector scoped for the engagement. | Subject to the helpdesk connector scoped for the engagement. | Available to configure |
Additional languages Handling enquiries beyond the launch language set. Confirm supported languages per channel before committing. Translated website content does not imply voice support. | Confirm supported languages per channel before committing. Translated website content does not imply voice support. | Pilot only |
Demonstration
See the work being done.
A real recording of the product, against a synthetic business.
Service agent: learning a business, then answering a customer
The agent is given a demo contractor's services-and-FAQ document, learns it, then handles a real customer question about Saturday availability and how long a kitchen takes.
50 seconds · captions are burned into the recording · the business, contacts and records shown are synthetic
Evidence
Supporting customer enquiries beyond office hours at Arli Homes
A voice receptionist answering inbound enquiries for a homebuilder, capturing contact information and covering contacts that arrived outside office hours.
Figures in review
Figures are withheld until their definitions, window and client permission are confirmed.
Measurement
How we will know it worked.
Agreed up front, with a baseline. Volume is not a result.
- Answered-contact coverageDid anyone answer at all?
- Resolution within scopeWithin the scoped request types.
- Verified completionConfirmed in the system, not inferred.
- Time to first responseIncluding out of hours.
- Escalation rateLow is not automatically good.
- Repeat contactCatches speed that hides rework.
- Cost per resolved enquiryNot cost per call.
What counts as a resolved enquiry?
An answer from approved knowledge, inside the request types we scoped, with no repeat contact on the same issue in the agreed window. The quote writes this down before work starts.
Do we pay when the agent escalates?
Yes, at the handled-contact rate rather than the resolved rate. Paying something for a correct handover is deliberate — it removes any incentive for the agent to bluff rather than escalate.
Which languages are supported?
Confirmed per channel and per engagement. Ask us to state the specific list for your configuration in writing; we do not infer voice support from translated content.
Does this replace our service team?
No. The scope is a defined set of request types, with a human handover for everything else. Teams typically move to the work that needs judgment.
Next step
Tell us the task.
We'll come back with the scope, the completion standard and the price per output.
Different kind of work? Sales & Marketing and Digital Twins.