A voice agent now answers SIAX's calls during working hours, after hours, weekends and holidays. It recognises callers, routes support, sales and accounts, and files triaged tickets.
Before
VoicemailAfter-hours and overflow calls rang out. Every missed call was a ticket lost, a client frustrated or a sale walked to a competitor
After
100%Of calls captured and logged across the service desk's operating schedule
Overview
From caller greeting to triaged ticket.
A managed IT provider handled IT support, sales and accounts calls on one phone line. Front-desk capacity was limited during working hours; after-hours calls went unanswered and overflow reached voicemail.
NFI built a voice agent that now answers those calls throughout the week. It identifies known callers, routes each call to the right flow and files a triaged ticket after the conversation.
The problem
Line one was busy taking names. Line two rang out.
The frontline staffer would pick up an existing client with a login problem and start asking for a name, a company and a case reference before doing anything useful. Meanwhile a sales enquiry on line two went to voicemail.
01
Three call types, one desk
Support, sales and accounts arrived on the same line, each needing a different conversation and a different destination.
02
Manual identification
Every call began with the caller repeating who they were so a ticket could be opened by hand.
03
After-hours gap
Calls outside business hours and during overflow went unanswered, and each one was a lost ticket or a lost sale.
The solution
One agent for support, sales and accounts.
Phone-number lookup against the firm's practice management system identifies recognised callers the moment they connect, so the agent greets them by name and company. A catchall flow takes over gracefully when the number is withheld.
The agent works out what the caller needs and routes itself to the right conversation, holding its ground through anonymous callers, tool failures and mid-call topic changes.
Each transcript runs through a chain of specialised AI agents that extract the issue, categorise it and place the ticket on the correct board with the right status, priority and client-type code, ready for a human to pick up.
Inbound voice AI agentPhone-number lookup against the practice management systemMulti-agent post-call workflowAutomated ticket creation on service boardsHardening against anonymous callers, tool failures and mid-call topic changes
3Inbound call types automated end to end, from greeting to ticket creation
24/7Calls handled on workdays, after hours, weekends and holidays
NamedExisting contacts recognised and greeted on connect; withheld numbers reconciled by a catchall flow
100%Of tickets landing on the correct board with the correct status, priority and client-type code
Questions
About this project.
The voice agent answers and looks up the number against the practice management system so recognised callers are greeted by name and company, then routes support, sales and accounts calls to the right flow. Withheld numbers go to a catchall flow.
After each call a chain of specialised agents reads the transcript, extracts the issue, categorises it and places a ticket on the correct board with the right status, priority and client-type code.
It answers during normal working hours, after hours, weekends and holidays. Calls are captured and logged, including overflow that previously went to voicemail.
