FieldproxyFieldproxy
Get Demo

How does an AI receptionist answer and book a service call?

An AI receptionist answers your business number, asks what the caller needs, checks your real schedule and customer list, offers open times, and books the job only after the caller confirms. Anything it can't handle, like a billing question, goes to a person.

This walkthrough follows one real call to Summit Home Services, a demo heating and plumbing company running on Fieldproxy. You see the call, the booked job, every step the AI took, a reschedule by phone and by text, and the hand-off to a person.

Chapters

Summit Home Services is a demo company with fictional customers. Every screen is the real Fieldproxy product; some sequences are sped up.

Step by step

  1. The AI answers the business number

    It greets the caller, asks what is wrong and checks for urgency, such as no heat with someone vulnerable at home.

  2. It checks the real schedule

    It looks up the services you offer and the open arrival windows for that job type, and offers the soonest times.

  3. It finds the customer

    It matches the caller by phone number or name against your customer list and confirms the address.

  4. It confirms before booking

    It reads the booking back and saves it only after the caller confirms, here by pressing 1 on the keypad.

  5. The office sees everything

    Front Desk shows the call as booked, with a summary, the recording, the transcript and each step the agent took. The job is on the schedule.

  6. People take over when needed

    Anything the agent cannot handle is marked Needs a person. Anyone in the office can take the thread or pause the AI on that number.

Questions people ask

Can an AI receptionist book jobs straight into my schedule?
Yes. In Fieldproxy the AI front desk checks the real open times for the job type, books the job into the schedule and assigns the technician, after the caller confirms.
What happens when the AI can't handle a call?
It hands the conversation to a person. The thread is marked Needs a person in Front Desk, and anyone in the office can take it or pause the AI for that number.
Does the AI receptionist also answer texts?
Yes. A text agent answers texts to the same number with the same customer context, offers open slots and asks the customer to reply CONFIRM before it changes anything.
Can I see what the AI did on each call?
Every call keeps a summary, the recording, the full transcript and a list of each step the agent took, such as looking up services, checking open times and preparing the booking.
Is Summit Home Services a real company?
No. Summit is a demo company with fictional customers. The screens are the real Fieldproxy product; the call was re-voiced from a real test call and condensed.

Transcript

Show
  1. 0:00How does an AI receptionist answer and book a service call?
  2. 0:04Here's a real call to Summit Home Services, a demo heating and plumbing company running on Fieldproxy.
  3. 0:12The short answer: the AI answers your business number, works out what the caller needs, checks your real schedule and customer list, books the job, and has the caller confirm it. Anything it can't handle goes to a person, here in Front Desk.
  4. 0:28AI front desk: Summit Home Services, this is the front desk. How can I help you today?
  5. 0:33Caller: Hi. My heater's not working.
  6. 0:35AI front desk: No heat can be an emergency. Is anyone at home elderly, a baby, or someone with a health condition?
  7. 0:41Caller: No, nobody.
  8. 0:42AI front desk: We have a No Heat visit, two hours long. The soonest openings are Monday, October 19th, at 8 or 9 AM. Which works better?
  9. 0:51Caller: Nine.
  10. 0:51AI front desk: Nine AM it is. Can I get the name on the account?
  11. 0:55Caller: Aaron Santos.
  12. 0:56AI front desk: I found Aaron Santos in Roslyn. Is that you?
  13. 0:59Caller: Yep.
  14. 1:00AI front desk: Booking No Heat for Monday, October 19th, between 9 and 11 AM, at 72 Lake Court in Roslyn. Shall I go ahead?
  15. 1:08Caller: Yes, please.
  16. 1:09AI front desk: Job 45280, Monday, arrival between 9 and 11, technician Priya Nair. Press 1 on your keypad to confirm.
  17. 1:19AI front desk: You're all set. Job 45280 is locked in with Priya Nair. Anything else?
  18. 1:24Caller: No, that's it. Thanks.
  19. 1:26AI front desk: Have a great day.
  20. 1:29After the call, the thread shows it as booked, matched to the customer by his phone number, with a summary and the recording.
  21. 1:37Open what the agent did, and you see every step. It looked up the services, checked open times and searched for the customer. In the real call it took four tries to catch the name. Then it prepared the booking, and only saved it after the caller pressed one.
  22. 1:54And the job is on the schedule, tagged AI booked, created by Autopilot, with the first-response clock already met.
  23. 2:01The next day, Aaron called back to move the visit. The agent handled that too, and moved it to Friday morning.
  24. 2:09When he texted asking for a later time, the text agent offered the open slots, and asked him to reply CONFIRM before it changed anything.
  25. 2:18When something needs a person, like a billing question, the agent hands it over.
  26. 2:23Anyone in the office can take the thread, or pause the AI on that number.
  27. 2:29Get your own custom field service management within a day, tailored to your workflows.
  28. 2:34Start at fieldproxy dot ai.

Read more

Get your own custom field service management within a day.

Tailored to your workflows.

Get Demo