AI voicebot that calls back every enquiry immediately
A company receiving a steady stream of enquiries could not call everyone back quickly, especially after office hours. We built an AI voicebot that calls every new enquiry back immediately, writes a summary into the CRM and hands the follow-up to the team, with GDPR and the AI Act built in from day one.
Technologies used
Voice AI (LLM, speech-to-text, text-to-speech), n8n, CRM integration, webhooks, SIP telephony
Tools
n8n, Jira
3
Project members
2 months
Project length
AI Process Automation
Category
Services
Branch
The challenge
The client receives a large number of enquiries every week, most of them through online forms. People who leave their details usually contact two or three companies at once, and the first one to call back often wins. The team did not lack enquiries, it lacked hours: a large part of the day went on dialling, reaching voicemail and repeating the same first sentences, and enquiries that arrived in the evening waited until the next morning. The first call is highly repetitive: confirm the enquiry, check the contact details, answer basic questions about the offer and explain what happens next. The goal was to automate exactly that step and nothing more, inside the process and the CRM the team already used, without a new tool to learn and without the bot making any decision about anyone. Because the bot talks to people and processes their personal data, the legal side had to be part of the project from the start.
Speed was the whole point, but we were not willing to trade it for trust. The bot had to be fast, say clearly that it is AI and stay strictly within one job: confirming the enquiry and passing it on to a person.
Key Features
- Immediate callback to every new enquiry from online forms, within agreed calling hours
- Automation that passes each enquiry to the CRM with its context: the offer and its language
- Multilingual conversation that starts in the language of the offer and switches on request
- AI disclosure and recording notice at the start of every call, with the call ending if the person objects to the recording
- No assessment and no automated decisions: the bot confirms details, answers basic questions and says what happens next
- Call summary written back to the CRM record, plus a follow-up task for a team member
- Short retention window on the voice platform, with the CRM as the record
The result
We rolled the bot out in stages: internal test calls, in which the client's team did its best to throw it off topic, then a short evening pilot on real enquiries, a review of the privacy and transparency setup, and finally regular operation outside the team's working hours. Practice taught us more than the specification: the bot is only as good as the context it receives from the forms, fewer questions work better than more, and short calls with a clear handover to a person keep the experience calm.
- Every new enquiry called back immediately, also outside office hours
- Staged rollout: test calls, pilot, privacy review, regular operation
- No automated decisions: every enquiry goes on to a person, with the summary in the CRM
- Transparent AI: the bot says it is an AI assistant and the call is recorded
What surprised us was how much of the quality came from the process rather than from the model: clean data in the form, fewer questions, a short call and a clear handover. That is what makes a voicebot a useful step in a process rather than a demo.
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Agnes
business development specialist
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