01
Conversation design
Use approved language, focused questions and clear boundaries for the agent role.
All case studies and examples
Illustrative voice-agent design study
Voice agents
From a missed call to a useful callback brief.
An AI receptionist design for an Australian service business: answer routine questions, capture the reason for the call and hand over with the details a person needs.
Voice agentsConnected system
Conversation design
Business knowledge
Bookings and CRM
Human handover
An illustrative service-business scenario. This is a proposed workflow, not a named client deployment or measured result.
The brief and the boundaries
Consider a small service team whose staff are often in appointments or on site. A caller needs to explain the job, check whether the business can help and organise a next step. This design keeps the first version narrow: reception and a structured callback request, with live booking introduced only if the calendar integration supports it.
Start with a bounded role
The opening identifies the assistant and the business. Approved information covers services, operating hours and service areas. Unusual work, complaints and uncertain answers go to a person rather than receiving an invented promise.
Capture a usable brief
Ask for the type of service, location, preferred callback time and contact number. Read back the key details. Collect information needed for the callback rather than a long qualification script that prevents the caller reaching someone.
Design the unavailable-person path
If a transfer is appropriate, check the agreed destination and hours. If no one answers, explain that a callback has been requested only after that request is actually recorded. A failed handover should remain visible to the team.
Add booking after the basics work
An appointment should be offered only after checking the relevant calendar, duration and business rules. Confirm it only after the booking succeeds. If the calendar is unavailable, offer a callback instead of guessing a time.
A worked scenario
An illustrative walkthrough of the workflow, not a transcript of a customer conversation.
- Caller
- I’m calling about a new job. Can someone call me after three?
- Assistant
- Collects the job type and callback details, then repeats them for confirmation.
- Connected workflow
- Creates one callback task in the approved destination. A retry must not create a duplicate.
- Exception
- If the task cannot be saved, explains the failure and provides the agreed alternative contact route.
Proposed outcome and measurement
The proposed deliverable is a reception workflow with a testable handover. A pilot should compare missed enquiries, complete callback briefs, successful transfers and staff correction time with the original process. No answered-call, booking or revenue improvement is asserted for this example.
The challenge
The friction this system is designed to remove.
01Calls are missed when the team is busy, away from the phone or outside normal hours.
02Reception and sales staff repeat the same qualification and booking questions.
03Call outcomes are not consistently recorded in the systems used for follow up.
The system
Four connected parts, one useful outcome.
02
Business knowledge
Answer from current service, policy and operating information.
03
Bookings and CRM
Complete permitted bookings and record structured call outcomes.
04
Human handover
Transfer unusual or sensitive calls with a summary and transcript attached.
Example workflow
From request to result.
Answer
The caller receives a prompt response using the approved business identity.
Understand
The agent identifies intent and collects only the details required for the next step.
Complete
It answers, qualifies, books or routes the call within its defined permissions.
Record
The outcome, summary and captured details are written to the appropriate system.
Designed with control
Safeguards built into the workflow.
Caller transparency
Approved knowledge
Escalation criteria
Conversation review
Measurement plan
What to check against a baseline.
Answered call rate
Qualification completion
Booking completion
Handover and correction rates
Your workflowWhat would this look like
What would this look like
inside your business?
Bring us the current process and the result you want. We will map the smallest useful version.
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