Case Study · Voice Agent · Service Business

Picks up in seconds. Books before you'd reach the phone.

A voice agent that answers the calls the owner can't — qualifies the lead, books the appointment, texts the confirmation, and escalates the ones that need a human.

Production deployment
Incoming · 9:47 PM00:38
Luna speakinglive · sub-second
Booked · Thu 8 AM
calendar event created
SMS confirmation
sent · reply-enabled
24/7
Always answers
Seconds
Pickup speed
ElevenLabs · Twilio · Gemini
Voice · line · conversation
Hardened
Security posture
01The problem

The lead doesn't wait. It dials the next company.

After hours · nobody picks up

The caller works down the list

A missed night or weekend call rarely leaves a voicemail. The caller just hangs up and dials whoever answers next.

Your businessMissed
Competitor ANo answer
Competitor BPicked up · won the job
The "fix" that backfires

Generic SaaS bots get clocked

Off-the-shelf "AI receptionists" pick up — but the script is generic enough that the caller knows in one exchange, and either hangs up or gets an answer that doesn't fit the business.

Generic bot
"I can help with that. May I take a message?"
Caller
"…is this a real person? Never mind."

Every missed call is a job that went to whoever answered.

02How it works

One call, start to booked.

Ring
Answered in seconds
Qualify
Service area · need · urgency
Book
Calendar event created
SMS
Confirmation · reply-enabled
Route
Hot → warm-transferRoutine → next-day

Custom logic per client — it knows the service area, pricing posture, after-hours policy and emergency triage.

03Security · the part most people skip

Voice infrastructure is an attack surface. We hardened it first.

Hardened before it ever took a live call.

No exposed webhook ports

All inbound Twilio traffic routes through a Cloudflare tunnel. No raw IPs facing the internet.

Cloudflare tunnel

Secrets signed & rotated

Per-tenant secrets stay out of source and rotate on a schedule. Every webhook payload is signed and verified.

Per-tenant · verified

Cost guardrails

Hard caps on per-call duration and per-day spend, so a stuck loop or a hostile caller can't run up a bill.

Duration · spend caps

Most teams skip this. It's the difference between a demo and something you let answer your phone.

04What we did not build
Two things we said no to — on purpose.
No multi-language by default
Spanish is Phase 2 — with tested bilingual prompts and a real handover, not a flag switched on quietly.
No voice clone of the owner
Uncanny and legally messy. We use a natural preset voicethe caller doesn't fight.
05Where it stands

In production — and still learning.

Live in production
tuned on real call patterns
01
Every conversation feeds the next
recordings + transcripts in the owner's dashboard
02
False escalations get retrained
fewer routine calls reach a human over time
03
Missed intents get added
the script covers more of what real callers ask
06Beyond one client

Any business where the phone is the funnel.

HVACPlumbingRoofingMedicalLegalReal estateAuto
Get started

Count the calls you missed last week.

That's the number this is for. We map your call flow, set the triage rules, and tell you up front whether a voice agent earns its place in your business.

Custom-scoped · no off-the-shelf pricing