The challenge
A large share of inbound contact was the same handful of questions, asked by phone because that was the only channel open at the time. Phone lines were the constraint, and the people answering them had no tools that matched the call.
The approach
We built a voice agent that handles repeat enquiries end to end, from greeting to resolution. It stays inside the topics it is approved for and hands over cleanly the moment a caller asks for a person or the request turns sensitive.
- End-to-end handling of approved enquiry types
- Handover that carries the transcript and context
- Recording and review of every conversation
What changed
Callers get an answer at the time they want one, and the team on the line receives only the calls that genuinely need them, already briefed.