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TrackAgent

A clear answer.
A useful next step.

An AI voice agent for customer service calls fits the common requests your team handles the same way every time, with a clear handoff when a person is needed, so your team can focus on what matters most.
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Customer support

Illustrative workflow

  1. Customer9:14 AM

    Hi, can I change the delivery date on my order?

  2. AI agent9:14 AM

    Of course. I've found your order and moved the delivery to Thursday. You'll get a confirmation shortly.

  3. Customer9:15 AM

    Perfect, thank you!

Completed actions

  • Found orderOrder located
  • Rescheduled deliveryThursday
  • Customer notifiedConfirmation sent
  • Conversation resolvedCustomer confirmed

Handle the repeatable

Keep people close.

The goal: take repeatable requests off your team’s plate, and keep a person close whenever one is the better answer.

  • Order changes

    Update delivery dates, shipping addresses, and items.

  • Appointment updates

    Reschedule, confirm, or cancel appointments.

  • Account questions

    Questions such as billing dates and plan details.

How a support call runs

One call, from greeting to resolution.

An AI phone agent for customer support works best on requests your team already handles the same way every time. A well-run call includes four parts.
  1. 01

    Answer and identify

    An opening that says the caller is speaking with an automated assistant, and confirms who is calling the way your process requires.
  2. 02

    Act within limits

    Looking up the order, appointment or account, and only the actions allowed for that call type.
  3. 03

    Confirm or hand off

    Confirming the outcome with the customer, or passing the call to your team with a summary when a stop condition is met.
  4. 04

    Review the call

    Scoring the conversation against the same quality standards as your human agents’ calls.

You set the limits

Decide what the agent may do.

Four decisions define an agent’s scope. We work through them with you.
Call types
Which requests the agent handles, such as delivery changes or appointment updates, and which always go to a person.
Allowed actions
What it may change in your systems for each call type, and what it may only look up.
Approved knowledge
The policies and account details it may answer from, so answers match what your team would say.
Stop conditions
When it must hand off: a billing dispute, a request for a person, or anything outside its scope.

Optional human handoff

A smooth handoff, with full context.

When a conversation needs a person, your team should be able to step in without starting over: the topic, what was already done, and what is still open.

Handed off to support

Illustrative workflow

  1. Customer

    I was charged twice last month and I'd like that looked at.

  2. AI agent

    I'll connect you with a billing specialist who can review the charge.

Conversation summary

Topic
Billing question
Customer
Needs a recent charge reviewed
Actions taken
Verified account details
Next step
Billing specialist to review · unresolved

Quality intelligence

Spot what matters.

Reviewing conversations shows what’s working and where support can get better.

Explore call quality

Questions support teams ask

Before the first call.

Will customers know they are talking to AI?

They should. Saying the caller is speaking with an automated assistant, and offering a route to a person, are part of every setup we discuss.

What happens when it cannot help?

That is what handoff rules are for: the call should reach your team with the topic, the actions already taken and the open question, so the customer does not have to repeat themselves.

How do we know the calls are handled well?

By reviewing AI and human calls against the same quality standards, with evidence from the transcript. See call quality.

Which systems does it work with?

That depends on your stack. Typical categories are phone systems, CRM, scheduling and helpdesk tools, and we go through yours on the discovery call. See integrations.

Related reading

Better support starts here

Let's talk about your calls.

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