AI phone and customer service agents

We build AI agents that answer customer questions and then do something about them: look up an order, resend a ticket, find the answer in your procedures, and pass the conversation to a person when it needs one.

When this is worth doing

  • The same handful of questions takes up most of your phone line or inbox.
  • Customers call outside office hours and reach voicemail.
  • Staff answer routine questions by looking things up in a system the customer cannot see.
  • You have tried a chatbot that could talk but could not look anything up.

What we build

Phone and support agents that answer questions, look up records, take actions and hand off to people when it matters.

  • AI phone agents for enquiries
  • Order, ticket and status lookup
  • Customer updates and account communications
  • Out-of-hours qualification
  • Support assistants trained on your procedures

How the work runs

  1. 01

    Choose the questions

    We start with the routine enquiries that have a clear answer in your records or procedures, and leave the rest with people.

  2. 02

    Connect to live records

    The agent is given access to the order, ticket or account data it needs to answer and act, and nothing wider.

  3. 03

    Set limits and handover

    We define what the agent may do, when it transfers the caller, and what is logged from each conversation.

  4. 04

    Launch and review

    Call summaries and outcomes show what customers ask and where the agent hands over, so the scope can be adjusted.

Delivered work

Client systems we have built and still support. Clients are anonymised until they approve being named.

Common questions

What can the phone agent actually do?

On a US arts festival's public phone line, the agent we built looks up the caller's order, resends the ticket, answers practical questions such as opening times, and can transfer the caller to the office. It runs on Twilio and OpenAI's realtime voice models.

Are calls recorded or transcripts stored?

In the festival deployment, call summaries and outcomes are logged and transcripts are not stored. What is kept, and for how long, is a design decision we agree with you before launch.

Do you build chat and email agents as well?

Our delivered customer-facing agent work is on the phone, alongside a support assistant inside a CRM that answers staff questions from the user manual. Chat and email agents use the same building blocks, and we would scope one as new work.

What happens when the agent cannot help?

It hands over. In the festival deployment, calls the agent cannot resolve are transferred to the office, and the outcome of every call is logged so the team can see what was asked.

Which questions would you hand over first?

Bring the calls or messages your team answers most often to a 30-minute discovery call. We will talk through what an agent could look up and where a person should take over.