AI-Voice Agents for Customer Service & Support
Never Miss a Lead: Automating Inbound Calls & Customer Support with XtendBot
Challenge
Our client, a regional home improvement contractor specializing in home remodeling and repair services, struggled to keep up with a high volume of inbound customer calls and inquiries in spite of a dedicated team of agents. Many calls came after business hours or while agents were busy , leading to missed appointments, delayed responses, and lost leads. The manual handling of routine customer queries—such as service area coverage, appointment booking, or request for quotes —also consumed valuable staff time and limited scalability. In an industry where a missed call can mean a lost job worth thousands, the client needed a way to ensure every customer interaction was captured and responded to in real-time, without expanding their team or increasing overhead.
Solution
Xtend.AI implemented XtendBot, a powerful AI-powered virtual agent capable of handling both voice and chat interactions. The solution provided 24/7 intelligent support via: A voice-based AI agent that answered customer phone calls, provided service information, and scheduled appointments using natural-sounding conversational AI. A website chatbot integrated into the client’s homepage, offering instant responses to visitor questions and capturing leads even during off-hours. This end-to-end solution helped the client provide timely support, increase booking rates, and reduce the burden on their human staff.
Implementation:
Xtend.AI collaborated with the client to understand their specific workflows and customer journey. The AI agent was trained using:
- The contractor’s service information, pricing policies, and service area data
- Common customer questions gathered from past call transcripts and website interactions
- Integration with the client’s calendar and scheduling system to enable real-time appointment booking
- Voice AI setup linked to the business’s main phone number
- Chatbot widget embedded on the website and configured with branding and custom greetings.
- Real-time notifications sent via SMS and email to confirm leads and appointments sent to the contractor for high-priority leads
Features and Capabilities:
Voice Agent Integration: Answers inbound calls automatically with a human-like voice assistant trained on the company’s offerings.
Automated Appointment Scheduling: Customers can book, confirm, reschedule, or cancel appointments via voice or chat without human intervention and receive instant SMS notifications
FAQ Automation:: Handles common inquiries such as pricing, service coverage, operating hours, and turnaround times.
After-Hours Coverage: Provides 24/7 service to ensure every call and lead is responded to—even on nights and weekends.
Lead Capture & Transcripts: Logged customer details, call summaries, and scheduled tasks into the client’s CRM for seamless follow-up.
Benefits
The AI agent will significantly enhance the client’s operational efficiency and lead conversion:
Increase in Booking Rate: :The AI agent's ability to instantly answer questions about services and schedule appointments leads to higher conversion and bookings.
24/7 Availability: The AI agent is available around-the-clock ensuring that no call or lead is missed
Improved Staff Productivity: : Repetitive inquiries are handled by the AI, freeing human staff to focus on complex or high-value customer enquiries and leads
Professional Brand Image: The consistent, helpful AI agent reinforces trust and professionalism with every interaction.
