AI + automation · 2026 · In-house

Agentic call handling

A voice agent that answers calls and books appointments

We took a voice agent from platform choice to production. It answers calls, books appointments and hands over to a member of staff whenever it should.

In-house work: our founder leads AI engineering at a multi-site UK organisation, which isn’t named here.

The brief.

Front-desk teams spend much of their day on the phone, and callers who wait too long hang up.

The organisation wanted more calls answered and booked without making it any harder to reach a person.

What we built.

Platform and architecture: The platform chosen and the target architecture documented, with security assurance passed before the build began.
Booking without a person: Integrated with the booking system to the organisation's integration standards, so a call can complete an appointment booking from start to finish.
A person is always a step away: Telephony routing with a handover to a member of staff at any point in the call, without dropping it.
Tested, then live: A full test pack passed before go-live at the first pilot sites.
Measured against the team: Dashboards for calls handled end to end, abandoned calls, bookings completed and caller satisfaction, each compared with the human baseline, plus availability monitoring, a runbook and a support route.
A plan to scale: Cost per call, capacity, integration effort per site and risks set out for rolling it out further.

Where it stands.

Live at the first pilot sites, with its results tracked against the team it supports.

How we worked

It runs on the AI platforms secured under the organisation's guard rails, and every stage was agreed with its security and governance teams before going further.

Want something like this?

Tell us what you’re trying to build or fix. A few sentences is plenty; we’ll ask about the rest.

What happens next

1We read your message and reply by email.
2We talk it through on a short call.
3If we’re a good fit, you get a written plan.

What we built.

Platform and architecture

The platform chosen and the target architecture documented, with security assurance passed before the build began.

Booking without a person

Integrated with the booking system to the organisation's integration standards, so a call can complete an appointment booking from start to finish.

A person is always a step away

Telephony routing with a handover to a member of staff at any point in the call, without dropping it.

Tested, then live

A full test pack passed before go-live at the first pilot sites.

Measured against the team

Dashboards for calls handled end to end, abandoned calls, bookings completed and caller satisfaction, each compared with the human baseline, plus availability monitoring, a runbook and a support route.

A plan to scale

Cost per call, capacity, integration effort per site and risks set out for rolling it out further.