What the agent actually does
It picks up, runs a short structured intake, and decides what happens next. The intake is scripted so the answers arrive as clean fields — address, symptom, urgency — instead of a transcript someone has to read later.
Rules decide, not vibes
Severity routing is written as explicit rules, not left to model judgment. Gas smell, no heat below freezing, active water, contract customer — those escalate to a human. Everything else books against your real calendar.
If the agent is unsure, it escalates. Uncertainty should always fall toward a person, never toward a guess.
When a human has to take it
Anything involving safety, money owed, a complaint, or a customer who asks for a person. We build the handoff first and the automation second.
What it costs to run
Agents are a one-time build plus a monthly plan covering the phone or chat channel, monitoring, and tuning as your business changes. Usage-based provider costs are passed through at cost, itemised.