Customer support
Answer common questions, guide approved troubleshooting, create tickets, and escalate issues with the conversation context intact.
Managed AI Voice and Chat Agents
Customer Direct designs, integrates, tests, and manages AI voice and chat agents for customer support, lead intake, scheduling, routing, and other repeatable workflows. When a conversation requires judgment or empathy, the agent can hand it to a trained person with the context intact.
Ready to play Elena
What AI voice and chat agents can handle
The goal is not to keep customers talking to AI. It is to understand what they need, complete the supported work, and move exceptions to the right person without losing context.
Lead qualification
Capture intent, apply your qualification criteria, update the CRM, and route high-value opportunities before they go cold.
Scheduling and intake
Collect the right details for each service, check availability, and schedule the next step inside approved calendars and workflows.
Account and order questions
Use approved system data to answer status questions, explain next steps, and complete routine account requests without a callback.
Dispatch and routing
Identify urgency, location, service type, and ownership before notifying or connecting the right person with full context.
After-hours and overflow
Give customers an immediate, on-brand response when your internal team is unavailable or demand exceeds capacity.
Voice and chat capabilities built around your workflows
24/7 voice and chat coverage
Respond across phone and digital conversations during business hours, after hours, or around the clock.
Spam and bot screening
Filter unwanted interactions before they consume team capacity or enter downstream workflows.
Recording and conversation history
Maintain an approved interaction record so teams can understand what happened and what comes next.
Transcription and instant summaries
Turn conversations into structured summaries routed to the people and systems that need them.
Lead qualification
Identify fit, priority, and intent using qualification criteria defined with your sales team.
Appointment scheduling
Check approved availability and book, confirm, or change appointments within the conversation.
Warm transfers and human handoffs
Move complex or sensitive interactions to the right person without making customers start over.
Voice and brand customization
Align tone, pacing, terminology, greetings, and interaction style with your customer experience.
Multilingual conversations
Support approved languages and routing paths across voice and chat from one operating program.
Custom interaction playbooks
Define what the agent should ask, explain, complete, document, and escalate for each scenario.
Automated quality management
Review interactions against defined goals, required steps, experience standards, and escalation rules.
Knowledge-gap detection
Surface unanswered questions and weak responses for controlled knowledge and workflow improvements.
Native and custom integrations
Connect conversations to the systems that store context and complete customer work.
Dashboard and analytics
Track demand, outcomes, escalation, quality, contact reasons, and opportunities to expand resolution.
Service-aware intake
Collect different details and follow different rules based on the service each customer needs.
Cross-channel context
Preserve relevant context when an interaction moves between chat, voice, systems, and people.
How we design, test, launch, and improve your AI agents
Reliable automation begins with a focused job description and realistic scenarios. It becomes more valuable through disciplined review after launch.
01
Define goals and scenarios
Identify interaction types, business rules, knowledge, systems, escalation conditions, and the outcomes that determine success.
02
Test real conversations
Listen to calls, review chat sessions, and test routine requests, edge cases, interruptions, and handoffs before launch.
03
Launch, review, and improve
Monitor performance, correct knowledge and workflow gaps, and expand what the agents can resolve over time.
Improvement continues after launch as conversations reveal new questions, exceptions, workflow opportunities, and customer needs.
One partner for AI implementation, quality, and human support
Software makes an AI agent possible. Process design, integration, quality management, and operating accountability make it dependable.
Built around your operation
Your agents reflect actual services, policies, terminology, permissions, and escalation paths rather than a generic script.
Integrated to complete the work
Conversations can create records, schedule appointments, update tickets, look up approved information, and trigger follow-up.
Managed beyond launch
We review quality, address gaps, tune behavior, and help increase the interaction types the agents can handle successfully.
Human support when it matters
AI can hand interactions to trained people when empathy, judgment, authorization, or specialized knowledge is required.
Customer operations experience
Customer Direct has designed and operated customer interactions since 1997. AI extends that operating expertise instead of replacing it.
Client testimonial
Client testimonial
“I’m treated as if I am their only customer, and I know that’s not true, but that same customer service experience that the Customer Direct specialists give to my customers over the phone, I’m given as a client and that means a lot to me and embodies everything about who Customer Direct is.”
Home service client
$199
per month
Start with focused AI voice coverage, then add chat, workflows, integrations, languages, and optimization around your needs.
Start with AI voice coverage and expand as needed
150 AI answering minutes included
24/7 coverage available
Custom interaction playbooks
Voice and chat program options
Human handoff design
Ongoing improvement options
Final pricing reflects interaction volume, channels, workflow complexity, integrations, languages, and ongoing optimization requirements.
AI voice and chat agent questions, answered.
What teams should know when evaluating scope, integration, quality, escalation, and program fit.
What can an AI voice and chat agent handle?
Agents can be designed for repeatable customer support, lead qualification, service-aware intake, scheduling, routing, account questions, ticket creation, and other approved workflows. We define the supported scope and escalation conditions with your team before launch.
How is the agent trained on our business?
Customer Direct works with your team to document goals, interaction scenarios, terminology, knowledge, required questions, system actions, permissions, and escalation paths. We then test the agent against realistic conversations and refine its behavior before expanding the scope.
Can the agents work with our CRM, calendar, or help desk?
Yes. Programs can connect with approved CRM, scheduling, ticketing, telephony, knowledge, and communication systems using available native connections or custom integration work. Feasibility and access requirements are confirmed during solution design.
What happens when the agent cannot resolve an interaction?
We define fallback behavior for uncertainty, exceptions, sensitive requests, system failures, and unsupported scenarios. Depending on the situation, the agent can collect details, create a follow-up task, route the interaction, or hand it to a trained person with context.
Can a customer request a human?
Yes. Human handoff rules can include direct customer requests as well as conditions identified by the agent, such as urgency, emotion, account sensitivity, or the need for authorization.
How do you manage quality after launch?
Customer Direct reviews interaction outcomes and quality against agreed goals and handling requirements. Findings are used to improve knowledge, playbooks, integration behavior, escalation rules, and the range of interactions the agents can resolve.
Which languages are supported?
Voice and chat agents can support multilingual experiences. The exact languages, voice experience, written content, routing, and quality-review approach are confirmed for each program during design and testing.
How are recordings, transcripts, and customer data handled?
Recording, disclosure, retention, access, data flow, and system permissions are defined as part of implementation. Customer Direct works with your stakeholders to document the controls required for the approved use case.
What is included in the $199 starting price?
AI voice coverage starts at $199 per month with 150 answering minutes included. Voice and chat volume, custom workflows, integrations, languages, and ongoing optimization requirements are scoped with your team so pricing reflects the program you need.
Plan your AI agent program
Tell us which interactions consume your team’s time, which systems complete the work, and where customers need a person. We’ll help design the right starting scope.
