Chat and voice
Agents
Conversations were handled by hand inside a CRM, so I had agents answer and route them in the same tools.
- Client
- An automation agency
- Discipline
- Agents
- Scope
- Conversational agents
real-time voice
CRM automation - Year
- 2025
Every reply,
every follow-up,
by hand.
Challenge
For an automation agency, customer conversations and follow-ups were handled by hand inside a CRM. Every call or chat waited on a person to reply and then to move it along the board, from new to follow-up to done.
Approach
The work already lived in a CRM, so I built the answering into it rather than beside it: chatbots and voicebots that reply in real time, wired in through an automation layer and shaped with each client around their own requirements.
I designed it as one loop with four stations. A call or chat comes in; a conversational agent handles dialogue and routing in real time; automated flows file the conversation in the CRM; and the answer goes back out in the same channel it arrived on.
Same channel in,
same channel out.
Result
Customer interactions are answered and routed automatically, inside the tools the business already used. Each conversation is filed in the CRM through automated flows, and the answer returns in the channel it came in on.
Client work is under NDA. This describes the pattern, not the internals.
