Hospitality software, Australia
A voice agent that books, not just answers
An AI voice agent that takes booking calls and writes them straight into the platform, and hands off to a person the moment it is unsure.
The problem
Booking calls kept arriving outside office hours and went unanswered. An answering service could take a message but could not book anything, so every call still needed a human to ring back, and plenty never got one. The revenue was leaking at the exact moment the customer was ready to buy.
What we built
- Real time voice over the telephone network, engineered for phone audio and interruption rather than a browser demo.
- Two way integration with the booking system, so availability came from the real calendar and the confirmed booking was written back to it.
- Confidence scoring with a handoff to a human whenever the agent was not certain, instead of guessing and sounding confident about it.
- Transcripts and call review, so the agent could be tuned against the calls it actually got wrong rather than the ones it got right.
The role
Lead engineer, end to end: telephony, agent design, the booking integration, and the tuning loop after it went live.
The stack
What changed
Calls that used to become voicemail became confirmed bookings, and the calls the agent could not handle reached a person instead of a dead end.
Got something that looks like this?
Tell us the problem and we will tell you how we would approach it, and whether you even need us to.