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The work that actually gets answered.

Six examples drawn from agents we're running this month. The common thread isn't industry — it's an operations team with a known script, a known queue, and a number that rings at the wrong time of day.

Film · Scene 2 · The call 00:05 – 00:13

01Overflow

Catch the calls your queue drops at 4:57pm.

Slot the agent in as the third tier behind your roster. It triages, captures, and writes structured tickets into Genesys, Zendesk, or your own CRM — no caller waits past 30s.

Avg. handle2:38 · vs 7:10 on the human-only queue

Containment73% resolved without a human · 27% warm-transferred

Live withHarbour City Towing, Westgate Medical, Pioneer FNOL (overflow tier)

tier-3-overflow● routing

queue_idnightshift_002

policyafter > 30s wait → agent

fallbackP1 only → page on-call

2:38

avg handle, this week

73%

no human needed

02After-hours

Be on the line when the on-call tech can't be.

Diagnose, prioritise, dispatch on the SLA. Pages the right person only when it's actually a P1; the rest get booked for morning, with the caller's number written back to your CRM.

Avg. handle1:54 · diagnoses + books + texts confirmation

Escalations11% page on-call · the rest book themselves

Live withBrookvale Plumbing, Glenfield Glass, Pacific Strata

brookvale-am● P1

23:14caller: "water coming through ceiling"

23:15classify → water_egress · urgent

23:15page → Mick (on-call) · 0422 ··· 014

23:15sms → caller · ETA 24 min

ack < 11s · Mick on the road by 23:23

03FNOL · insurance

First-notice-of-loss without an adjuster on shift.

Capture the structured fields a human adjuster would, kick off the claim in your core, and book the assessor — without the caller waiting 18 minutes on hold.

Avg. handle4:12 · all required FNOL fields captured

ComplianceIRAP-aligned controls · transcripts stored to your AU bucket

Live withPioneer Insurance AU · 23,000 FNOL calls this quarter

FNOL-08214● closed · ready for adjuster

claimantAisha M.

policyPOL-44012 · home contents

loss_at2026-05-25T19:40+10:00

perilstorm · roof damage

assessorbooked Mon 27 · 09:30

guidewiretwilios3-au

04Bookings

Reschedule, confirm, explain prep — at 9pm Sunday.

Sits on top of Cliniko, Halaxy, or your booking app. Confirms the next-day list, rebooks no-shows, sends the parking notice, and reads back appointment prep instructions.

Avg. handle1:12 · reschedules done before the caller's tea is cold

No-shows−41% after going live with proactive confirms

Live withNorth Shore Dental, Westgate Medical, Coleman Vet

cliniko · tue 28● syncing

09:00Sandra K. · check-up ✓ confirmed

09:30Marc D. · cleaning ✓ confirmed

10:00Mrs. Halligan · X-ray ↪ rebooked thu 30

10:30(open) + filled from waitlist

12 rooms · 84 confirms · 6 reschedules · 3 fills

05Reception · 24/7

Replace the front-desk line your team can't keep staffed.

Greets by name if the caller is in your CRM, answers the FAQ, books, reschedules, and pages the right human only when it actually has to. Sounds like the receptionist who's been there nine years.

Avg. handle1:38 · the agent finishes most calls without escalating

Empathy4.8 / 5 on post-call SMS surveys

Live withNorth Shore Dental, Allcoast Real Estate, Roper & Sons Funerals

nsd-reception● on line

callerCarla N. · pt. since 2019

intentreschedule · greet by name

greeting"Hi Carla — Janelle here at North Shore. How's your week going?"

crm match · tone: warm · pace: composed

06Outage hotline

Hold the line when there's an incident, at 3am.

When something's down at the same time the phones light up, your support queue collapses. The agent answers every call inside 480ms, reads the live status, takes structured impact reports, and routes severity-1 to the duty engineer.

ConcurrencyUp to 240 concurrent calls on Studio tier — peak we've seen is 580

TriageReads from your incident system (PagerDuty, status page) in real time

Live withTwo AU SaaS platforms (under NDA) · two ISPs · one super fund

outage-hotline● inc-241 · sev1

02:14incident.opened · "login failures" · sev1

02:14status_page → updated automatically

02:14147 callers in queue · agent answering all

02:21root cause id'd · agent updates message

02:34resolved · 312 calls held, 0 dropped

№ 07 — Your line

None of the above?
Send us the script anyway.

We've shipped legal intake, freight dispatch, super onboarding, school enrolment, broker pre-approval, and three others we can't name yet. If a careful human can handle it, the agent can too.

Send us your script → or see who's already live