Scenario 03 · 04 · 05 # Three different roles on the phone These are three different products. They're often confused for one another, but usually only one gets bought — whichever one hurts. ### Receptionist — inbound calls Picks up on the first ring, around the clock. Finds out who's calling and why, creates a request, books a meeting, and transfers to a person when needed. Covers: missed calls, "we'll call you back," evenings, weekends, and lunch breaks. ### Sales — outbound calls Calls through a list: a cold database, old requests, clients who said they'd "think about it." Finds out their interest, answers questions, and sets up a call with a manager. Covers: the calls that never actually get made. ### Help desk — support and FAQ Answers common questions: business hours, order or request status, where to find documents, how to connect something, what to do about a typical error. First line of support. Covers: the flow of calls that don't need a specialist. Languages: Russian · Ukrainian · English · Hebrew. Every call is recorded, transcribed, and logged with an outcome and a next step. 03 ## The call at 21:47 on a Friday Exactly the kind of call that usually goes nowhere — and comes back as a complaint on Monday. DIALOGUE Good evening, service department, how can I help? Hi, our compressor's down, the filling line is stopped. Who's coming out? Got it, this is an emergency. Is the site in Ashdod? Is it the main compressor? Ashdod, yes. The main one. It's showing an oil pressure fault. Noted. I'm filing an emergency request — the on-call engineer will get it now and reach out within half an hour. I'll send you the request number on WhatsApp. 4 SECONDS AFTER THE CALL - **REQUEST** No. 2291 · emergency callout - **SITE** Ashdod · compressor room - **SYMPTOM** Oil pressure — fault - **ASSIGNED** On-call engineer, notified - **TO CLIENT** WhatsApp with the request number - **RECORDING** Audio and transcript in the record - **SUMMARY** Goes into the manager's daily report WHERE IT APPLIES service and emergency departments · clinics · auto shops · logistics · any business where a call equals money No call goes unanswered or untracked — regardless of the time of day or how busy people are. 04 ## The calling campaign that finally happened Everyone has a contact list. Almost nobody actually calls through it — there's never enough people or patience for that. Good afternoon. I'm calling about steam metering on your production line — is that something you handle, or should I ask to be transferred? Well, I'm the chief power engineer, yes. What exactly is this about? We build automatic steam metering and reporting. Are readings taken manually right now, or is there already a system? Manually, an operator does rounds once a shift. We've been meaning to change that, but not right now — maybe closer to summer. Got it. In that case, how about a short call with our engineer — 15 minutes, no commitment. Does Tuesday at 11 work? LEAD RECORD IN THE CRM - **STATUS** Interest confirmed - **DECISION-MAKER** Chief power engineer - **NEED** Steam metering, currently manual - **TIMELINE** Target — Q2 - **OBJECTION** "Not now" — not a budget issue - **SCHEDULED** Call with engineer, Tue 11:00 Audio + transcript attached reactivating an old database · cold calling · confirming appointments · post-deal surveys The agent doesn't get tired by the hundredth call and is equally polite to everyone. The manager only gets the people who confirmed interest. 05 ## A help desk that knows your documentation The same voice agent draws on the knowledge base — so it gives a real answer instead of "leave a request." Hi, there's a red light on our panel and everything's stopped. What should I do? Can you give me the site number or name? I'll pull up your diagram. Shop three, site "Zarya." Found it. The red indicator on your panel means a pump-group overload fault. Per the instructions: cut the power, check thermal relay К3, and make sure the suction valve is open. The relay clicked, it seems to have reset. It's working. Great. I've logged the call and the result. The site engineer has been notified — if it happens again, we'll come out. HANDLES - 01 · Common questions and first-line diagnostics - 02 · request and order status - 03 · business hours and contacts - 04 · where to find a document - 05 · logging the call once it's done HANDS OFF TO A PERSON - 01 · An emergency or production stoppage - 02 · a dispute over money or the contract - 03 · anything not covered in the documentation - 04 · any case where the caller asks for a person — right away, no arguing technical support · dispatch · warranty service · on-site equipment service for clients You set the boundary of what the agent handles, and it can change anytime — that's a configuration change, not a rebuild. INDUSTRIES WHERE THIS WORKS - Hospitals and clinics - Marine agency services ## Tell us what's happening at your company Three short questions in chat — your field, what's getting lost, where to reply. Then a process review: we show which scenarios apply and what pays off first. Free. --- Source: https://ai.avigan.com.ua/en/services/voice-agents · AVIGAN AI · ai.avigan.ua@gmail.com