Who it’s for: Businesses with 20–200 staff that take bookings, orders or enquiries by phone and miss calls after hours or at busy times
An AI voice agent for the calls your team can’t take
Answers the calls your team misses after hours or at busy times, says it’s an AI assistant, handles simple requests and passes the rest to a person.
The problem
The phone rings when everyone is busy, at lunch or after the office closes. Some callers leave a message, many don’t, and the ones who hang up often ring someone else. Staff who do answer spend much of the day on the same few questions, such as opening hours, booking changes and “where’s my order?”, while the calls that need a person wait in the queue.
What we build
- A voice agent that answers the calls you choose, such as after hours, when no one picks up or when the queue is long, and says at the start that it’s an AI assistant
- Handling of a few simple, well-defined requests, for example answering common questions from your own information, taking a message or making a provisional booking
- A clear handover to a person: a transfer during business hours, or a call summary sent to the right person or team for follow-up
How it works
Your calls and rules
We listen to how calls are handled today with the people who answer them. Together we agree which calls the agent takes, what it may do, what it must never do, and when it hands over.
A call comes in
Calls reach the agent from your existing number, at the times you choose. It greets the caller, says it’s an AI assistant and, if you record calls, says so.
Answer, check and act
The agent works out what the caller needs, answers from your own information and, where your systems allow, checks a booking or order. It repeats key details back to the caller. Anything it isn’t sure about goes to a person, not a guess.
Hand over and record
It transfers the call to a person, or ends it and sends a summary with the caller’s details and the reason for the call. Complaints, payments and anything urgent always go to a person.
What it looks like
Illustrative example of a call summary for a fictional caller, Sam Sample, who rang after hours to move a service visit. The agent made a provisional booking for Thursday at 10 am, repeated it back, and sent the summary to the service coordinator to confirm. The caller was told at the start that they were speaking with an AI assistant.
What you receive
- The working voice agent, connected to your phone number for the calls and hours you choose
- Your call types, greeting, handover rules and wording, which you own and can change
- A test set of realistic calls, with results against it
- A one-page system description: what it hears, what it can do, when it hands over, what it keeps and where it runs
- Training for the people who receive the summaries and transfers, and a runbook
How we check accuracy
- A test set of realistic calls based on your own call types, including background noise, different accents and callers who change their mind
- A pass mark for understanding, answers and handover agreed with the people who answer your phones before go-live
- A trial on a small share of calls, such as after hours only, before it takes more
- Regular review of call summaries and handovers, reported to you
What changes
- Fewer callers reach voicemail or give up
- Every call ends with a written summary, sent to the right person
- Your team spends less time on routine calls and more on the ones that need them
What stays with you
Complaints, payments, anything urgent or sensitive, and every decision about a customer.
In practice
We build the voice agent around the calls your business already gets. It is designed to make sure callers are answered and their details reach the right person, not to replace the people who handle your customers.
Most businesses start small: after-hours calls, or calls nobody picks up within a few rings. Once the summaries and handovers are reliable, you decide whether it takes more.
Each build is fitted to your phone setup, your systems and your wording, so callers hear your business, not a generic script.
Further reading: What does an AI voice agent cost an Australian business?
Questions
Will callers know they’re talking to an AI?
Yes. The agent is built to say so at the start of every call, and a caller can ask for a person at any time.
What happens when it can’t help?
It hands over. During business hours it can transfer the call to a person; after hours it takes the details and sends a summary for follow-up. We agree the handover rules with you before go-live.
Do we keep our phone number?
Yes. Calls are usually forwarded from your existing number, either all the time or only after hours or when no one answers. We confirm the options for your phone system during discovery.
Are calls recorded?
Only if you decide they should be. If they are, the greeting tells the caller, and you choose how long recordings and transcripts are kept. Rules on recording calls differ between states, so check what applies to your business.
Can it take payments?
No. Payments, refunds and anything involving card details always go to a person.
Is this part of the retainer?
Yes. It’s one of the processes we can take on in a month, or a fixed-scope build if you prefer. Call costs depend on how many minutes the agent handles, and we estimate them with you before go-live.
Where are calls processed?
For client engagements we build on AWS in Australia (Sydney region where available); any exception only with your written agreement. Some phone and speech services aren’t yet offered in an Australian region; if a part of the system runs elsewhere, we tell you which part and where before you decide.
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