Voice AI phone receptionist with bookings and CRM integration
Challenge
A New York services business (confidential, under NDA) was missing calls outside office hours and when the front desk was busy. Every missed call was a lost booking or lead, and hiring for an always-on reception role was too expensive. They needed something that could answer every call, give accurate answers about their own hours, services, prices and policies, book appointments and pass new leads into their CRM.
A New York services business (confidential, under NDA) was missing calls outside office hours and when the front desk was busy. Every missed call was a lost booking or lead, and hiring for an always-on reception role was too expensive. They needed something that could answer every call, give accurate answers about their own hours, services, prices and policies, book appointments and pass new leads into their CRM.
Solution
We built a voice AI receptionist. Twilio receives the call, real-time speech-to-text streams the caller's words to an LLM agent, and the agent replies through real-time text-to-speech. The agent answers only from a RAG knowledge base built from the business's own information, so it does not improvise. It routes calls by intent, and LLM function calling writes bookings into Google Calendar and new leads into the CRM with the conversation attached, followed by an email follow-up. Each part uses a specialist vendor rather than one all-in-one platform.
We built a voice AI receptionist. Twilio receives the call, real-time speech-to-text streams the caller's words to an LLM agent, and the agent replies through real-time text-to-speech. The agent answers only from a RAG knowledge base built from the business's own information, so it does not improvise. It routes calls by intent, and LLM function calling writes bookings into Google Calendar and new leads into the CRM with the conversation attached, followed by an email follow-up. Each part uses a specialist vendor rather than one all-in-one platform.
Results
The business now answers every call, 24 hours a day, at a fraction of the cost of a full-time receptionist. Answers stay grounded in the business's real information, bookings land straight in the calendar and new leads arrive in the CRM with context. Round-trip voice latency stays within a natural conversational range, so callers do not feel they are talking to a slow bot.
The business now answers every call, 24 hours a day, at a fraction of the cost of a full-time receptionist. Answers stay grounded in the business's real information, bookings land straight in the calendar and new leads arrive in the CRM with context. Round-trip voice latency stays within a natural conversational range, so callers do not feel they are talking to a slow bot.