Case study · Managed IT services

AI Service Desk Voice Agent.

A voice-first AI agent that answers the firm's main line, recognises known callers, routes support, sales and accounts, and files a triaged ticket after every call, including after hours.

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BeforeVoicemailAfter-hours and overflow calls rang out. Every missed call was a ticket lost, a client frustrated or a sale walked to a competitor

After100%Of inbound calls captured and logged as triaged tickets on the correct board, around the clock

01 · Overview

Every call answered. Every ticket filed.

A multi-department managed service provider handled three inbound call types on one line: IT support, sales and accounts. There were not enough people on the front desk, and an after-hours window where calls simply went unanswered.

NFI built a voice-first AI service desk agent that answers the main line, identifies who is calling, routes itself to the right flow and hands a fully triaged ticket to the team after every conversation.

02 · 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.

Three call types, one desk

Support, sales and accounts arrived on the same line, each needing a different conversation and a different destination.

Manual identification

Every call began with the caller repeating who they were so a ticket could be opened by hand.

After-hours gap

Calls outside business hours and during overflow went unanswered, and each one was a lost ticket or a lost sale.

03 · The solution

One agent on the main line, routing itself to the right flow.

Recognition on connect

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.

LayerIdentity

Support, sales and accounts flows

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.

LayerRouting

Agentic post-call triage

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.

LayerWorkflow

04 · The results