Automated voice assistants for service business phone calls

A voice assistant is software that answers your business line in a natural voice. It can tell a caller your hours, explain your services, answer common questions from information you approve, collect the caller's details and book them into an open time on your calendar.

It identifies itself as an automated assistant, and when the caller needs a person, such as for an urgent issue, a complaint or a question it is not set up to answer, it transfers the call or takes a detailed message for the right team member.

Most businesses do not hand every call to an assistant on day one. A common starting point is after-hours calls and calls that ring out while the team is busy, which are exactly the calls that otherwise go to voicemail. Once your team has heard how it handles those, you decide whether to widen its role.

We define the scope with you and keep it focused on calls that follow a pattern.

• Answering calls when your team is busy, after hours or on every call
• Common questions about services, hours, location and policies
• Collecting caller details and the reason for the call
• Booking, rescheduling and canceling appointments
• Qualifying new inquiries with your questions
• Transferring to a person or taking a message with a summary
• Outbound calls for confirmations and follow-up where appropriate

We write the assistant's knowledge from your services, policies and the questions your team hears most, and set its tone to match how you speak to customers. A medical practice sounds calm and careful. A venue sounds warm and upbeat. A law firm sounds precise.

Before launch, we test it with dozens of real call scenarios, including unclear requests, people who change their minds and callers who just want a person. Your team listens to test calls and approves the behavior before it answers a single customer.

Every call is recorded, transcribed and summarized on the customer record, so your team sees what was said and what happened next. We review calls regularly, add answers to questions it could not handle and adjust handoff rules.

For regulated industries, we limit what the assistant discusses and collects, and keep sensitive conversations with your staff.