AI-Powered Call Handling Solution

For the attention of: A Company Owner

Company: An Example Company

About UKActiveAI

UKActiveAI specializes in helping UK businesses implement practical AI automation solutions. We focus on measurable ROI through proven technologies like OpenAI, automation platforms, and intelligent process optimisation. Our approach combines technical expertise with business understanding to deliver solutions that solve real operational challenges.

Learn more at ukactiveai.com

What You Submitted

Diagnosis of the Problem

You routinely miss or delay incoming customer phone calls because there aren't enough agents available. This produces:

• Lost sales opportunities and dissatisfied customers
• Overtime and re-routing costs to cover peaks
• Management time spent firefighting rather than improving service

Why Your Current Approach Is Inefficient

1. Manual handling for everything: Every call requires a human to pick up, identify the reason, find an answer, or schedule follow-up. 70-80% of these steps are routine and repeatable.
2. Unpredictable peaks: Call volumes fluctuate unpredictably; you either over-staff (costly) or under-staff (lost revenue).
3. Error-prone documentation: Manual note-taking and ticket creation lead to errors and data gaps.
4. No analytics: Without data on why people call, staffing decisions and FAQ updates are guesswork.

Automation Roadmap

Phase A: Quick Win / Minimum Viable Product

Timeline: 2 → 3 weeks | Difficulty: Easy-Medium

Goal: Capture every call, route it to the righthuman fast, and eliminate needless "status" calls.

Phase B: Scalable Solution

Timeline: 6 → 8 weeks | Difficulty: Medium-Hard

Goal: Let AI handle the 60-70% of calls that are repetitive.

AI Voice Bot built with:

• Twilio Programmable Voice → real-time speech-to-text (Whisper)
• OpenAI GPT-4o (or Azure OpenAI) + your knowledge base stored in a vector database (e.g., Pinecone) for Retrieval Augmented Generation (RAG)

Bot capabilities:

• Identify caller intent automatically
• Answer FAQs (opening hours, order status, pricing)
• Collect structured data ("What's your order number?") and write a ticket in CRM if human follow-up is required
• Offer SMS or email with answer links to deflect further calls

Intelligent hand-off to live agent with full transcript and sentiment score when:

• Caller requests a human
• AI confidence level drops below 85%

Dashboards: Metabase or Grafana fed by UKActiveAI Automation to show call volumes, intents, and escalation rates.

Phase C: Long-Term Improvements

Timeline: 3 → 6 months | Difficulty: Hard

1. Omnichannel unification: Same AI brain handles web chat, WhatsApp, and email
2. Predictive staffing: Use historical call data + seasonal sales data to forecast agent requirements
3. Personalised upsell: AI identifies high-value customers during the call and alerts sales team
4. Continuous learning loop: Every resolved ticket fine-tunes the knowledge base automatically

Estimated Return on Investment

Assumptions

• 50 inbound calls per day, 5 minutes average handle time
• Agent fully-loaded cost: £15 per hour
• 21 working days per month

Automation Costs

Next Steps for Implementation

1. Compile your top 30 FAQs and common call reasons (needed for Minimum Viable Product scripting)
2. Set up Twilio account and port your phone / divert your number
3. Build the UKActiveAI Automation workflows: call-transcript → Slack/CRM, SMS acknowledgements
4. Test IVR flows with 5 internal users; iterate based on feedback
5. Move to AI Voice Bot: ingest knowledge base, configure fallback to agents, go live on off-peak hours first
6. After 30 days, review dashboard data and decide on omnichannel expansion

Ready to Take the Next Step?

If you'd like to explore this solution together and see how it can be tailored specifically for An Example Company, book a discovery call with us here: