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Civware

Phone calls answered,with a person a word away

A voice agent answers the phone, finds out what the caller needs, and books, routes or resolves simple requests. When a caller asks for a person, or the request isn't simple, it hands over with notes.

Group
Build
First step
A pilot for one call type
You decide
Go or no-go, after the pilot
Works with
Your phone system, calendar and CRM

When it fits

Voice agents suit calls with a clear purpose. Callers with complex or sensitive needs should reach a person quickly.

  1. 01

    Many calls are about the same few things: booking, changing or checking something.

  2. 02

    Calls outside office hours go to voicemail, and callers don't leave messages.

  3. 03

    Staff spend their time answering and routing calls instead of resolving them.

What we build

  1. 01Phone agents that book, change or cancel appointments in your calendar.
  2. 02Call routing that finds out the reason and sends the caller to the right team.
  3. 03Handover to a person on request, with a summary so the caller doesn't repeat themselves.
  4. 04Call notes saved to your CRM after every call.
  5. 05A clear statement at the start of each call that the caller is speaking with an AI.

How it works

Each call follows a short, planned path. At any point, the caller can ask for a person.

  1. 01The agent greets the caller, says it's an AI and asks the reason.
  2. 02Simple requests are booked or routed.
  3. 03A caller who asks for a person is transferred, with notes.
One phone call, routedAn incoming call reaches the voice agent, which says it is an AI and asks the reason. The call is booked, routed to the right team, or transferred to a person with notes. Notes from every call are saved to the CRM.FIG. 01ONE CALL, ROUTEDINCOMING CALLcaller wants to move an appointmentVOICE AGENTsays it's an AI, asks the reasonBOOKfinds a slotand confirmsROUTEsends to theright teamPERSONtransfers,with notesCALL NOTES, SAVED TO YOUR CRMreason: move appointmentoutcome: rebooked and confirmedtransfer: not needed
Fig. 01 One call, routed. Simple requests are handled, and a request for a person is always honored, with notes passed on.

Safeguards

On the phone, trust depends on callers getting a person when they need one.

Callers who want a person
Asking for a person always works, and the transfer passes on what was already said.
Mishearing a detail
Important details, such as dates and names, are read back for the caller to confirm.
Callers not knowing it's AI
Every call starts with a clear statement that the caller is speaking with an AI.
Sensitive calls
Topics you choose, such as complaints or payments, go straight to a person.
Recording and consent rules
Recording follows the rules for where your callers are, and we confirm the requirements with your legal team before launch.

How to start

First engagement · Pilot

One call type, answered end to end

It delivers:

  • A working phone agent for one call type, on a test number
  • Handover to your team, with call notes
  • An evaluation sheet of test calls, marked Passed or Needs review
  • A go or no-go recommendation, with running costs
Price
Fixed, agreed before we start
Length
Usually 4 to 8 weeks
Decision pointAt the end, you decide: launch on one line or at certain hours, adjust, or stop.

Questions

Will callers know they're talking to AI?

Yes. Each call starts by saying so, and callers can ask for a person at any time.

Does it work with our phone system?

Usually, yes. We'll confirm how it connects during the pilot.

Which languages can it handle?

We'll agree the languages in the pilot and test each one with real calls before launch.

What happens to call recordings?

Recording follows your settings and the law where your callers are. Notes go to your CRM, and recordings are kept only as long as you choose.

Tell us one job you'd like AI to do

We'll tell you honestly whether AI is the right fit, and what a sensible first step looks like.

One job is enough to start.

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