AI Agents & Chatbots
AI Receptionist
AI Receptionist answers the iConnect phone line around the clock in English, Cebuano and Tagalog, works out what the caller actually needs, and files it as a sales lead, a support ticket or an escalation to a person — then tells the caller who will ring back and what about. It never claims to be human, never quotes a price, and never lets a call end with nothing written down.
The challenge
Every call to an IT company is time-sensitive in a different way: someone pricing a new system, someone whose network is down, someone chasing an invoice. And the calls that matter most rarely respect office hours — systems fail at night and over weekends, and a buyer comparing suppliers simply rings the next one on the list. A call that rings out is an enquiry gone, and a generic answering service only makes it worse: it can take a message, but it cannot tell a brand-new sales enquiry from an existing customer's outage, cannot route a billing question away from the helpdesk queue, and leaves the caller with no idea who will ring them or when.
The solution
A voice assistant that identifies itself as AI from the first question and is built to finish what it starts. It establishes what the caller wants, asks whether they have bought from iConnect before — which is what separates a support ticket from a sales lead — and captures name, company and callback number. It reads back the number they are already calling from rather than making them dictate one. Every call that reaches that point ends in a recorded outcome: a lead for sales, a ticket for support, or an escalation to a named person or desk. Pricing, diagnosis, lead times and commitments are deliberately out of scope — those wait for the human callback.
- Answers 24/7 — nights, weekends and holidays
- English, Cebuano and Tagalog — including all three mixed in one sentence
- States it is AI, and never adopts a name
- Separates existing customers from new enquiries before routing
- Files every call as a lead, a ticket or an escalation
- Uses caller ID so nobody dictates their own number
- Attaches the Sales Order so faults arrive against the right account
- Hands over to a person the moment a caller asks for one
Results & impact
- The line is answered at any hour, so an enquiry that arrives at 2am is captured and routed rather than left as voicemail for the morning
- Callers are told who will call back, about what, and when — never just "someone will call you"
- Billing and payment questions route to accounts instead of queueing behind technical faults
- Faults from existing customers reach the engineer with the Sales Order attached, so they start out knowing what was supplied
- Enquiries arrive as structured records rather than voicemail to be transcribed later
- Pricing, diagnosis and commitments stay with a person — the assistant is a front door, not a salesperson
Guardrails are the product. The assistant always states that it is AI and never claims to be human; it never invents pricing, availability, lead times or technical facts; it never addresses a caller by a name they have not given in that call; and it treats every word of the speech transcript as fallible rather than repeating a mis-heard word back as fact. Those rules are not theoretical — the instructions are revised from real recorded calls, and several exist because of a specific call that went wrong.
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