Telephone Agent
Phone is where context goes to die. Customers repeat themselves. Hold music plays. The agent who picks up has no history. We build voice agents that have everything and know when to hand off to a human who has it too.
What the work looks like today
Inbound phone is the most expensive channel to staff and the hardest to scale. After-hours calls go to voicemail. Peak periods create queues. Every transfer means the customer re-explains. And the cost per handled call stays stubbornly high regardless of volume.
- After-hours calls receive no response until the next business day
- Average handle time inflated by re-verification and context-gathering
- High-severity calls are missed in the same queue as low-severity ones
- Staff burnout on repetitive, low-judgment call types
How the agent works
Answer & identify
Agent answers within seconds, identifies the caller from their number or spoken ID, and pulls full history before saying a word.
Classify severity
Live transcript classifier rates the call against your escalation policy. Routine requests handled autonomously; high-severity routed immediately.
Resolve or act
Agent executes against connected systems books appointments, creates work orders, answers billing questions within policy bounds.
Hand off with briefing
When a human is required, the agent stays on the line, delivers a spoken summary to the human, and connects without making the caller repeat.
What the human does
Humans handle every call that the severity classifier flags above the threshold. They receive a briefing from the agent caller identity, call reason, what was already resolved, what remains before they say a word. No cold transfers.
The work, in practice.
From zero to production in weeks.
Configure
Map call types, escalation rules, and connected systems. Name and voice the agent.
Shadow calls
Agent listens to live calls and generates draft responses for human review.
Pilot lane
Agent takes one call category autonomously. Team monitors quality and false escalation rate.
Full coverage
Agent takes all inbound. Human team receives escalations only, with briefing.
A live engagement running this pattern.
More case studies from the floor.
Let’s deploy
Telephone Agent.
30 minutes with our team. We’ll walk through your specifics the integrations, the failure modes, the shape of a 6-week pilot.