Better, a business communications company, transformed their after-hours customer experience. Where calls once went to voicemail, an AI agent now answers every call, accesses the knowledge base, creates tickets, and routes them to the right team - all without human intervention.
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Key Outcomes
The Challenge
Better is a business communications company helping organisations communicate more effectively. But like many businesses, they faced a challenge: what happens when customers call outside office hours?
Before, after-hours calls went straight to voicemail. Customers couldn't get answers, issues piled up overnight, and the team started each morning catching up on messages rather than solving problems proactively.
Every after-hours call went unanswered
Customers waiting until next business day
Team starting the day playing catch-up
The Solution
We deployed an AI agent that handles all after-hours calls. It doesn't just answer - it understands the business, helps callers with their questions, creates detailed tickets, and routes everything to the right team for morning follow-up.
From incoming call to triaged ticket, fully automated
The AI agent answers every after-hours call instantly. No waiting, no voicemail, no frustration.
Connected to Better's knowledge base, the agent knows everything about the business and can actually help callers with their questions.
Every call generates a detailed ticket automatically. Call summary, customer details, and required actions all captured.
Tickets are automatically routed to the right department. Sales enquiries go to sales, support issues to support, billing to accounts.
The Results
Every after-hours call is answered by the AI agent instead of going to voicemail
Customers no longer have to leave messages and wait - they get help immediately
Every call generates a detailed ticket ready for the team to action in the morning
Tickets automatically triaged to the right team - no manual sorting required
Better now has true 24/7 customer coverage. After-hours callers are helped immediately, tickets are created and triaged automatically, and the team arrives each morning to a prioritised inbox instead of a pile of voicemails.
We went from every after-hours call going to voicemail to 100% of calls being answered by the AI agent. It knows our business inside out, creates tickets automatically, and routes everything to the right team. Our customers get help immediately, and our team starts each day with a clear, prioritised inbox instead of playing catch-up with voicemails.
Leadership
Executive Chairman & Co-founder
Award-winning technology entrepreneur who has provided technology services to clients ranging from SMEs to FTSE-100 companies across sectors from retail to defence.
pierslinney
CEO & Co-founder
Combined expertise in technology and clinical fields. Experienced innovator in deploying exponential technologies during platform shifts.
aalokshuklaSee how an AI agent can answer your after-hours calls, help your customers, and create triaged tickets automatically.
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