A voice assistant on your customer service line
It knows who is ringing, answers out of your own documents, and hands the hard ones to a person with the context already attached.
Anything unopened can come back within thirty days. I can start that for you now if you have the order number.
Straight out of the line you wrote. Nothing invented.
It takes the half of the queue that repeats
Most support lines are the same eight questions all day, with the genuinely difficult ones stuck behind them. The assistant clears the eight so your people get to the ones that need a person.
It knows who is ringing
The caller's number is the first key. It greets them by name and already has their account, their last job or their booking, so nobody spends the first two minutes proving who they are.
It answers from your documents
Returns policy, warranty terms, opening hours over the holidays, what is and is not covered. Word for word what you wrote, not a paraphrase that quietly changes the meaning.
It changes the booking
Move it, cancel it, confirm it, and text the confirmation out before the call ends. In the real diary, so the change is true the moment they hang up.
The handover is the part that matters
A support line stands or falls on what happens when the assistant is out of its depth. Getting that wrong is worse than not answering at all, because the customer has already spent three minutes on it.
So escalation is a rule, written by you, not a judgement it makes on the day. Complaints go through. Anything about money going the wrong way goes through. A named account goes to the person who owns it.
When it puts a call through it says one sentence about why first, so your person is not starting cold.
An upset customer is a person's job
There are calls a human handles better and this is the clearest one. The rule can be as blunt as you like: any sign of a complaint and it stops trying to help and finds someone.
If nobody picks up, it does not drop them
It takes the message, files it against the customer and tells them when somebody will ring back. The caller is never left listening to a phone ring out.
Everything it said is on the record
You should be able to check, not trust. Every call leaves the same three things behind, and you can put them where your team already looks.
Recording and transcript
Word for word, on every call, searchable. When it says something you would not have said, you can see exactly what it said and the rule gets tightened the same day.
Outcome
What the call was about and what happened. Booked, answered, escalated, message taken. Countable, so you can see which of the eight questions is worth fixing at the source.
A post where you work
Calls can land in Slack, Microsoft Teams or a webhook of your own as they finish, and the customer can be written back into HubSpot, Pipedrive or GoHighLevel.
The same assistant answers the texts
Customers text the business number and expect an answer. The assistant answers those out of the same documents and the same rules, so a texted question and a spoken question do not get two different answers.
It can do the same on your website chat, which is one place customers ask the identical eight questions again.
One limit worth stating: picture messages are received, not sent. If a customer sends a photo of a damaged item it arrives and is filed. The assistant will not send pictures back.
Start with the eight questions you answer most
Send those over and we will build an assistant that answers them properly, then widen it once you have heard it work.