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Find out what happened.
Verify the customer, check the available service record and log a missed-collection request where supported. Explain what is confirmed and what still needs review.
Voice customer service First offering
More calls handled.
Less work for
your team.
Help customers with missed collections, account queries and everyday service questions. Check the facts, take the authorised action in your systems and confirm what happened.
Working with your existing systems and the workflows you approve.
Take a payment · First offering
Agent Thanks for calling. You're through to the virtual assistant. How can I help today?
Caller Hi. I'd like to pay my bill, please.
Agent Of course. Could I have your account number, please?
Caller It's 224091.
Agent Thanks. And the full name on the account?
Caller Conor Doyle.
Agent Thanks, Conor, you're verified. Your balance is €48.60, from your September bill. Would you like to pay that in full?
Caller Yeah, the full amount.
Agent Grand. I'll open our secure payment line now. Enter your card number on your keypad. I won't hear it, and I'll be right here.
Secure payment line: The card number is entered on the keypad. The agent can’t hear it.
Agent That's gone through. €48.60 is paid, and your payment reference is P7315. It'll show on your account once it's posted. Is there anything else I can help with?
Caller No, that's all. Thanks a million.
Agent Thanks for calling, Conor. Have a good day.
Missed collection · First offering
Agent Thanks for calling. You're through to the virtual assistant. How can I help today?
Caller Hi. My bin wasn't collected this morning.
Agent Sorry about that. I can log it for you. Could I have your account number, please?
Caller It's 306194.
Agent Thanks. And the full name on the account?
Caller Niamh Walsh.
Agent Thanks, Niamh, you're verified. Which address was missed?
Caller 40 Church Road.
Agent So that's a missed collection at 40 Church Road, due this morning. Will I send that to the collections team?
Caller Yes, please.
Agent Done. The collections team has it, and your reference is 4821. I can't promise a collection time until they confirm one. Is there anything else I can help with?
Caller No, that's great. Thanks.
Agent Thanks for calling, Niamh. Have a good day.
Talk to a person · First offering
Agent Thanks for calling. You're through to the virtual assistant. How can I help today?
Caller Hiya. I'm moving house next month, and I want to sort out me account.
Agent No problem. Could I have your account number, please?
Caller 518207.
Agent Thanks. And the full name on the account?
Caller Declan Murphy.
Agent Thanks, Declan, you're verified. I can't make account changes on this call, but someone on our team can. Will I put you through?
Caller Yeah, go on.
Agent Grand. Putting you through now.
Closing the loop · Planned capability
Agent Hi, is that Niamh Walsh?
Caller It is, yeah.
Agent Hi, Niamh. It's the virtual assistant from your recycling service, following up on the missed collection you reported this morning. The crew collected your bin at 11:52, and it's recorded on your account.
Caller Oh, brilliant. Thanks for letting me know.
Agent You're welcome. Reference 4821 is now closed. Have a good day.
The first service
The questions your team
answers every day.
Begin with a contained set of journeys your team knows well. Each one has agreed information, permitted actions and a clear point for human help.
Help with the bill. Take the payment.
Answer permitted balance and account questions after the required checks. Take card payments through the operator’s qualified secure payment service, so the agent never hears the card details.
Make the next collection clear.
Look up the relevant schedule and approved service guidance. Explain collection days, preparation or service information using the operator’s records.
From a call to an outcome
From a question
to a recorded outcome.
The service follows the request through to a confirmed result or a clear handover. A request recorded for review is described that way; it is not a promise that a collection has been rescheduled.
How the connections work-
Understand the request.
Establish what the caller needs and perform the identity checks required for the information or action.
-
Check the right source.
Read the supported account, schedule or service information. Hand over if the answer cannot be established.
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Act within the agreed scope.
Create a service request or make an agreed account update where supported. Confirm that the system accepted the change, or bring in a person when it cannot proceed.
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Confirm and record.
Read back the actual outcome. Record the interaction and any outstanding step in the agreed system so the next person knows what still needs doing.
Illustrative handover / human review
The next person
starts with context.
- Reason for the call
- A customer reports a missed collection.
- Checks completed
- Identity verified; service record reviewed.
- Still needs a person
- Confirm the recovery options before making a commitment.
Example structure. Available details depend on the approved workflow.
People are part of the service
Give the next person
the context.
Some callers need judgement, reassurance or a decision outside the agent’s authority. Agree when to transfer, where the call should go and what happens when nobody is available.
- Carry the context.Pass on the reason for the call, checks completed and unresolved work.
- Respect the limits.Uncertain records, unsupported actions and payment exceptions need the agreed fallback.
- Test the difficult calls.Review interruptions, unclear requests, unavailable systems and human transfers before expanding scope.
Beyond the call Planned
The conversation ends.
The task stays open.
We’re building the wider platform to continue the work after a call: create an approved recovery job, chase its progress, check completion evidence and update the customer record. Each workflow has its own agreed scope and approval rules.
Before the first call.
Do we need to replace our CRM?
No replacement CRM is required for the initial voice service. We first establish what your existing systems can support and agree the permitted reads, writes and handovers.
Can the agent take payments?
Payment enquiries can be part of the agreed scope. Collecting a payment requires a separately qualified payment path, with data handling, operator approval and fallback confirmed before it is enabled.
Are the sample calls live?
No. The sample calls on this website are scripted and synthesised, with fictional callers and details. They follow the agent’s real steps but do not use a microphone, connect to customer records or perform an operational action. A demo conversation can cover the real setup for your business.
Let’s start with your operation
What’s your team
still doing by hand?
Show us the steps, the systems and the follow-up. Let’s find a practical place to start.