A good receptionist knows the answers people ask for ten times a day. We start there. You send us your opening hours, location details, parking notes, price lists you are happy to share and the questions your team gets most. We turn that into a knowledge base the agent draws on. If it is not in the knowledge base, the agent does not make something up. It offers to pass the call on.
Transfers are set up person by person. A caller asking for accounts goes to one number, a caller asking about a bill goes to another. You choose which questions the agent answers and which it hands over straight away. During quiet hours, a transfer becomes a message instead. The agent tells the caller what will happen next, so nobody is left guessing. Callers can ask for a human at any point, and the agent will pass them across.
After launch we listen to real calls with you. You will hear moments where a caller said something unexpected, and we fix the script for next time. By day 30 the answers, tone and transfer rules should sound like your business rather than a generic assistant. If a topic keeps getting passed to staff, we ask whether it belongs in the knowledge base.
Yes. The agent introduces itself as an AI assistant, and callers can ask for a person at any time.