← All case studies
Live implementationCSR Voice Agent

Empty customer forms became complete intake, on every call.

Global consumer-goods company · Live · name withheld

Fullcustomer intake instead of empty formsReported
24/7calls answered and bookedReported
4live deployments across sectorsReported
01
The problem

A global consumer-goods company relied on customers filling in intake forms before the team could act.

£What it was costing them

Delayed follow-up, wasted staff time and lost opportunities from customers who never completed the process.

Read more

The forms kept coming back empty or incomplete.

02
The existing workflow

How the work was done, and where it broke.

It starts with

A customer calls the business number, or a web visitor starts a voice chat.

What goes in

The caller's speech, the business's own hours, services, prices and policies, and calendar availability.

Done by hand today

Answering routine calls, booking and moving appointments, taking messages and keying leads into the CRM.

✕

Intake forms returned empty or half-filled, so the team couldn't act on them.

✕

Staff time went on chasing customers for missing details.

✕

Out-of-hours and peak-time calls went unanswered.

✕

Details captured by phone never reached the CRM in a usable form.

03
The solution

Answers only from the business's own details, and hands over to a person rather than guessing.

1Mapped the intake questions

Turned the form into a natural conversation the agent can lead.

2Tailored the agent

Configured the CSR with the business's own details, rules and booking calendar.

3Defined the hand-off

Set when a call goes to a person, and what summary travels with it.

4Connected the systems

Every caller lands as a structured record, and bookings go straight into the calendar.

☺
Where a person decides

Calls that need a person are warm-transferred with a summary. Staff set the business details and rules the agent follows.

04
Architecture

From input to outcome.

1

Inputs

  • Phone calls
  • Web voice sessions
  • Business details and calendar
2

Speech

  • Real-time audio stream
  • Speech recognition and natural speech output
3

AI layer

  • A cloud speech-to-speech model and the AI model, both via a managed cloud AI service
4

Actions

  • Answer from business knowledge
  • Calendar booking and confirmations
  • Lead capture and call summary
5

Human handover

  • Warm transfer with summary
  • Staff manage rules and details
6

Outcome

  • Booked appointment
  • Lead in CRM
  • Call log and transcript
05
Integrations

Works with the systems already in place.

⇄

Calendar or Outlook for booking

⇄

CRM: HubSpot, CRM or Zapier for leads

⇄

Telephony provider for phone numbers

⇄

SMS and email confirmations

06
Business value

What changed for the business.

Complete intake every timeReported

The agent asks every question and records every answer.

No missed callsReported

Answered around the clock, in multiple voices and languages.

Next step booked on the callReported

Appointments are booked, moved or cancelled in the calendar.

Same product, other sectorsReported

Also live at a workwear brand, a multi-clinic healthcare centre and a neurology practice.

07
The evidence

Shown on real work.

Instead of waiting for a form, the CSR calls or answers, asks the intake questions in conversation, records every detail and books the next step. The team receives a complete record every time.
About the evidence

Outcome is qualitative; no call volumes or conversion figures are cleared for sharing.

How we label results

Have a process like this?

Tell us about it. The first discovery call is free.

Start a similar projectAll case studies