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Case study · Service business

Designing a voice AI assistant for a service business

A voice AI assistant was designed around common customer enquiries, approved business knowledge and a clear path to human follow-up. The work is currently being tested and refined.

Project view

01

The challenge

The business needed a more reliable way to handle routine enquiries without losing the context, judgement and human follow-up customers sometimes need.

02

What we did

Mapped the enquiry workflow, defined what the assistant could and could not handle, structured the approved knowledge it could use and designed escalation and follow-up.

03

The shift

A defined customer-service workflow ready for continued testing

The situation

The challenge

The business needed a more reliable way to handle routine enquiries without losing the context, judgement and human follow-up customers sometimes need.

The response

What we did

Mapped the enquiry workflow, defined what the assistant could and could not handle, structured the approved knowledge it could use and designed escalation and follow-up.

The workflow design and first assistant configuration are in place. Testing and refinement are continuing before the solution is treated as a finished client implementation.

The shift

What changed or became possible

  1. 01

    A defined customer-service workflow ready for continued testing

  2. 02

    Clear boundaries for what the assistant can handle and when a person steps in

  3. 03

    Approved knowledge and follow-up requirements structured for the next testing round

Work included

  • Voice AI
  • Workflow design
  • Knowledge, governance and testing

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