Air conditioning
Service reminder calls before the wet
An air-conditioning company in Darwin serviced two thousand units and rang its customers about the pre-wet service when the phones were quiet, which was also when nobody was thinking about their air-conditioner. The agent now rings from August, reminds the customer when the unit was last serviced, offers the slots the technician covering that suburb has, books the visit, and texts the confirmation. In October, when the phone rings without stopping, the agent answers every line at once and books the breakdowns into the first slot the roster allows. The technicians stopped hearing about October in November.
Remote health
Recall calls for remote clinics
A clinic in Alice Springs had a recall list where a third of the numbers rang a community office, a family member's phone or nobody at all, and a nurse who spent her Fridays finding out which. The agent rings the list during clinic hours, asks for the patient by name, explains what the recall is for in the clinic's own words, books them into the visiting clinician's next day in that community, and records exactly who answered and what was said when it is not the patient. The nurse now works from a list of people to find, not a list of numbers to try.
Car hire
Midnight pickups for car hire desks
A car hire operator at Darwin airport had customers landing on the late flights from Singapore and Bali and a desk that closed at ten. The AI receptionist now answers those calls, finds the booking, explains where the keys are and how the after-hours pickup works, texts the instructions and the lot number, and books a vehicle for the callers who did not have one. Customers with a breakdown on the Stuart Highway are put through to the roadside line with the vehicle and the location already given. The desk still closes at ten. The phone does not.
Working with Territory businesses
Scoping is a call on Darwin time, the agent is built to the wording and the hours you sign off, and you hear recordings before it takes a live call. It connects to the job, clinical or booking system you already run, and every call is transcribed and written back. For a Territory business small enough that a person on the desk is the better answer, we say so before the build, which is more often than in Sydney.
Where else we work
The same agents answer phones and work call lists for businesses in New South Wales, Western Australia and Australian Capital Territory, and the Australia page covers where else we are working this year.