Our work
Phone support
VoiceDesk
An agent that answers the phone and knows when not to
The demo is a recreation of the system, with made-up data: the original belongs to the client and is not published. No sign-up needed.
The context
A trucking company where the phone rings all day and the dispatch desk answers it, while also closing out the day's operation. Four out of ten calls are the same question —where is my shipment— and it can't be answered from a script, because the answer depends on which stop the truck is at right now. The peak is at six in the evening, which is when there are fewest people to answer.
What the system does
- It answers with the figure from the system and not from a script: it reads the day's route sheet and says which stop the truck is at and what time it arrives
- It reschedules deliveries and arranges pickups by negotiating the window, and only writes once the person confirms out loud
- Six escalation rules written to be read by the owner, with how many times each one fired
- Three of those rules can't be switched off: missing items, disputed deliveries and destination changes mid-route go to a person without the agent weighing in
- Transcript with timestamps, which system was queried for each answer, and which rule escalated the call
- A live console where the front desk can take over the call and cut the agent out at any moment
- The dashboard opens with the one number the owner can audit alone: how many calls used to go unanswered
