Case study · AI voice calling for support
Voice support agents.
AI voice agents that answer inbound support calls, resolve common questions and hand over to a person when needed. Client name withheld.
- Client
- Voice support agents
- Industry
- Customer support (client anonymised)
- Services
- AI Integration
- Type
- Client details withheld
The brief
A business wanted to answer support calls faster without growing the team. We built voice agents that handle routine questions by phone and pass complex cases to a human.
The challenge
Voice is unforgiving: callers notice delays and wrong answers immediately. The agent needed accurate knowledge, a natural call flow and a safe way to escalate.
What we did
- (01)
Call-flow design
Common call types mapped into clear flows, with fallbacks for anything unexpected.
- (02)
Grounded knowledge
The agent answers from the business's own approved information rather than guessing.
- (03)
Human handover
Clear rules for when to transfer to a person, with context passed along.
- (04)
Logging and review
Calls summarised and logged to the team's tools so quality can be reviewed.
What the site does
- Inbound voice calling
- Knowledge-grounded answers
- Escalation to a human
- Call summaries and logging
The outcome
- Routine questions handled by phone
- Clear handover for complex cases
- A reviewable record of each call
We publish performance numbers only once a client has approved them.