Voice agent demo · Sample business

The office is down, so the right engineer is told in minutes.

Sage answers for a sample IT support firm. It separates a whole-office outage or security incident from everyday requests, creates the ticket, and escalates the urgent ones to an engineer.

Tallowood IT Support is a fictional business. Everything on this page is sample content.

Hear it work

A sample call, start to finish

What to notice
  • It says it is an automated assistant, up front.
  • It checks it can help before taking any details.
  • It reads details back before acting.
  • It never promises prices, arrival times or repair advice.
  • It hands over to a person when it matters.

Sample conversation with a fictional business, written as the agent runs it. A recorded call will be added once the agent is on a live line.

CallerOur whole office has lost the internet.
SageThanks for calling Tallowood IT Support. I am Sage, the automated service desk assistant. How many people cannot work?
CallerAll twelve of us.
SageThat is a P1. Can I have your name, company and mobile number?
CallerPriya Raman, Example Accounting, zero four nine one, five seven zero, one five six.
SageThanks, Priya. I have your name, Example Accounting, twelve people offline, started this morning. Is that right?
CallerYes.
SageYour ticket is T K, two, zero, zero, zero, one. I am putting you through to an engineer now.
Behind the scenesUrgent job logged for the teamConfirmation text sent to the callerCall put through to the service deskCall summary saved
What it does

Six jobs it takes off the front desk

Sorts P1 from the rest

Whole office offline, servers or email down, or a suspected security incident is P1. Several people stuck is P2. One person with a workaround is P3.

Creates the ticket

Name, company, what is affected, how many people, and when it started. The reference is read back slowly and sent by text.

Escalates P1 at any hour

Transfers to the service desk in hours and the on-call engineer after hours.

States the response target

From the client's agreement. It never promises a fix time.

Takes new starter and access requests

Who it is for, what is needed and by when, as a routine ticket.

Passes on new client enquiries

Collects company details and asks the account manager to call back. No prices on the phone.

Call flow

How every call runs

The same five steps every time. The paths on the right are what changes for this business.

Call flow for Tallowood IT Support. Every call follows five steps: greet and say it is an automated assistant, identify the need, collect details one at a time, read back and confirm, then act, text and log the call. Routes for this business: Critical: logged, engineer called; Other issues: logged with a target; New user or access; New client: callback. A transfer to a person is available at any point.
What it will not do

Built-in limits

No passwords or codesIf a caller offers one it stops them and says a technician will use a secure method.
No fix instructionsIt will not tell anyone what to type, what to delete or whether to pay a ransom.
One security instruction onlyFor a suspected incident it says to disconnect the computer from the network if safe, and not to switch it off.
Always a person on requestA transfer to the service desk is one request away.
Setting it up

What we need from you

The assistant is the same for every business. What changes is a short profile of yours: hours, services, rules and who to call.

  • Your priority definitions and response targets
  • Escalation numbers: service desk, on-call engineer, account manager
  • Your ticketing tool, or a shared sheet to start with
  • How you identify a client by company name
  • The wording for suspected security incidents, agreed with you
  • Your call recording wording, checked for your state

Want this answering for your business?

15 minutes, no slides. We will tell you honestly whether it suits you.

Request a 15-minute callSee the other examples
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