Voice Agents
Answer the phone, and actually resolve the call.
The phone is still where the highest-stakes conversations happen, and where teams are most understaffed. Voice agents answer, listen, look things up, take the action, and warm-transfer to a person when the call needs one. We engineer them, and we run them in production.
Part of
02Engineer
Turn possibility into production.
Agent & workflow engineering
Where this sits in the lifecycle
The frontier capability behind it
Agents are the mechanism. The capability is the point.
Voice agents
The phone becomes a channel AI can answer, qualify, and act on while the caller is still on the line.
Where it landsScheduling, intake, dispatch, after-hours coverage
Agentic workflows
Multi-step processes run end to end. People approve the exceptions instead of doing every step.
Where it landsClaims intake, prior authorization, order-to-cash
The problem
The phone queue is the last thing most teams automate and the first thing customers judge them on. Menu trees push callers to press zero, and after-hours calls go to voicemail nobody returns.
- Callers holding, abandoning, and calling back
- Phone menus that route calls but never resolve them
- After-hours and overflow calls left in voicemail
- Outbound reminders and confirmations never fully staffed
How we work
Four steps. One team the whole way.
- 01
Map the calls
Listen to real recordings: what callers ask for, where they wait, and which calls resolve without a person.
- 02
Design the conversation
Voice, pacing, and interruption handling, plus what the agent may resolve, must verify, and must hand off.
- 03
Engineer it in
On your telephony, connected to your CRM, scheduling, and systems of record, with recording and latency handled.
- 04
Run and improve
Review transcripts and transfer reasons, and tune voice, knowledge, and routing as call patterns shift.
What’s included
What voice agents covers. In practice.
Natural turn-taking
Fast responses, barge-in, and backchannel cues, so callers can talk the way they would to a person.
Acts on the call
Books appointments, verifies identity, updates records, and sends confirmations while the caller waits.
Inbound and outbound
Queue, overflow, and after-hours inbound, plus scheduled reminders and follow-ups.
Warm transfer
Escalations arrive with context, so nobody repeats their story.
Compliance & recording
Consent capture, redaction, and retention designed with HIPAA, PCI, and TCPA in mind.
Transcript-driven tuning
Every call transcribed and reviewed; failed calls become the next round of improvements.
What you can hold us to
Commitments. Not marketing ranges.
What every build commits to. Performance is measured on your own work during the engagement, not quoted from industry ranges.
- transfers
- Warm
- transfers
- People get the caller plus a summary of what’s been said and done
- and redacted
- Recorded
- and redacted
- Consent, recording, redacted transcripts, and retention rules
- not ours
- Your telephony
- not ours
- Built on the phone stack and systems you already run
Go deeper
Other kinds of work agents take on.
- EngineerTurn possibility into production. Build the applications, agents, integrations, and data infrastructure that put AI inside real business workflows.
- Workflow AgentsTake the manual workflow off your team, step by step.
- Knowledge AgentsAnswers from your own knowledge, with the source attached.
- Customer-Facing AgentsResolve the request, not just reply to it.
- Agent operationsOnce it’s live, someone has to own it. How we run agents in production and keep them improving.
Bring us the phone queue. We’ll show you what it can take.
What callers ask for, how often, and what your team does about it. We’ll tell you what a voice agent can resolve, and what has to reach a person.