At the front door
Give callers a natural starting point for routine enquiries and routing, including an alternative to traditional IVR menus.
AI Voice Agents
A better way
to answer.
Natural phone conversations that help callers get somewhere. From everyday enquiries to overflow, after-hours calls and purposeful follow-up.
Explore the possibilities Answer naturally. Take the next step. Know when to hand over.
Let people say
what they need.
A phone menu asks callers to fit a category. A voice agent can start with their question, find the relevant information and help them take the next step.
We shape the conversation around your business: its language, opening hours, services and people.
- Answer from agreed business information.
- Capture the details that make follow-up useful.
- Connect to a person when the conversation needs one.
A guest calling the club
- AI agent
Hello, I’m the club’s AI assistant. How can I help?
- Caller
We’re thinking about a family lunch. Is there somewhere for the kids to play?
- AI agent
There’s a children’s play area beside the bistro. Would you like information about dining, or shall I connect you with the team for a booking?
- Caller
Could you put me through to the bistro?
The next step: route the call to the bistro during its agreed service hours.
An enquiry after closing
- AI agent
You’ve reached the team after hours. I’m their AI assistant and can take a message for a callback.
- Caller
I’d like someone to quote on replacing our hot-water system.
- AI agent
I can pass that on. What suburb is the property in, and what number should the team call?
- Caller
Lane Cove. Please use the number I’m calling from.
The next step: capture the enquiry and send it to the agreed team queue. Urgent calls follow a separately defined escalation path.
A planned renewal conversation
- AI agent
Hello, I’m the club’s AI assistant calling about your membership renewal. Is now a suitable time?
- Member
Yes, but I wanted to ask about changing my membership.
- AI agent
I can arrange for the membership team to discuss the options with you. Would you prefer a callback?
- Member
Yes, tomorrow afternoon would suit.
The next step: record a callback preference for the membership team. Audience, contact permissions and follow-up rules are agreed before a campaign.
Choose the role.
Keep the scope useful.
When the team is busy
Support overflow and after-hours handling so callers can leave a useful enquiry instead of reaching a dead end.
For a clear reason to reconnect
Plan focused outbound conversations, such as membership renewals, with a relevant audience and clear next steps.
A good agent knows
when to hand over.
Some conversations need judgement, reassurance or an exception. We design the handover alongside the answers, so a person remains part of the service.
Recognise the request.
Use the caller’s question and the agreed scope to decide what happens next.
Choose the right route.
Answer, transfer or capture a callback request according to your operating hours and rules.
Keep the context.
Agree which details reach the team and where they will follow up.
The conversation is only
part of the setup.
- 01
Understand the calls
Identify the reasons people call, peak periods and where the current experience falls short.
- 02
Shape the response
Agree the voice, information, actions, routing and boundaries.
- 03
Test real situations
Try everyday questions, unclear requests, interruptions and handovers before launch.
- 04
Review and refine
Look at enquiry quality, completed actions and where callers still need help.
Before the
first conversation.
Can an agent make bookings?
Where the booking system supports a suitable connection, we can scope availability checks and booking actions. Otherwise, the agent can capture the request or transfer the caller. We confirm the actual workflow before building it.
Does it replace our whole phone system?
Not necessarily. We assess how calls reach you and whether the agent should answer first, handle overflow or operate after hours. It can be part of a communications solution or a separate scoped service.
What happens when it does not know an answer?
We define the fallback: ask a clarifying question, transfer the caller or capture an enquiry. The agent should not invent an answer or make a commitment outside its agreed scope.
What is involved in outbound calling?
We agree the audience, purpose, contact permissions, timing, identity disclosure and how requests to stop are handled. The conversation needs a useful reason and a clear route back to your team.
Hear what could work
for your business.
Bring us a typical call. We can discuss the conversation, the handover and a relevant demonstration.