Small teams spend their days answering the same questions about the same programs.
Where it breaks down:
The same questions arrive every day: what time, where, is it free, who can come?
Staff answer them in between the work that actually needs them.
Calls come in when nobody is free to answer.
People who only wanted a time or a location hang up with no answer.
Answers vary depending on who picks up.
Callers get different details, and staff field the corrections.
We started from the questions people actually call with, and what a person shouldn't have to repeat.
- Most calls need a fact: a time, a place, a cost, or whether something is open to everyone.
- Those facts already exist in your flyers, your website, and your staff's heads, so they can be approved once.
- Anything beyond those facts is better handled by a person than guessed at.
The agent had to:
- Answer only from information you've approved.
- Say so plainly when it doesn't know.
- Log a callback request, so nothing is dropped.
A RevAIvo Voice agent that answers program and event questions from the information you give it.
Approved answers only
Responds from the program and event details you provide. If it hasn't been approved, the agent doesn't answer it.
Plain about what it doesn't know
When it can't answer, it says so plainly and offers to have staff follow up, rather than guessing.
Callback logged
Captures the caller's name, number, and question, so your team can follow up with the right context.
Only what's needed
Collects only what the request at hand requires, and doesn't solicit anything sensitive.
It brings in your team when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for your team.
- The caller asks about something outside the information you've approved.
- The caller needs medical, legal, or clinical advice. The agent never gives it.
- The caller sounds like they're in crisis. The agent points to 911 or 988 as appropriate.
- The caller asks for a person.
What the call sounds like
Hi, I saw a flyer for your community event. What time does it start, and is it free?
Thanks for calling. The community event is this Saturday at ten at the main hall, and it's free for everyone.
Is there parking?
I don't have parking details, and I don't want to guess. I can have someone from our team call you back about that. Can I take your name and number?
Sure, it's Rosa, 555-0136.
Thanks, Rosa. I've logged your question for our team.
Could you text me the event details too?
Of course. I'll text you the time and place when we hang up.
Sent after the call
Community event: this Saturday at ten at the main hall. Free for everyone. More details: eastsidecc.example.org/event. Our team will call you about your parking question.
Message wording is illustrative. It goes out when the call ends, based on how the call went.
What changes for your team
An illustrative scenario:
Say your team handles 400 program and event questions a month, and the agent takes 40% of them end to end, at an assumed 5 minutes a call. These figures are assumptions for illustration, not customer results.
In a pilot we measure this with you, on your own calls in RevAIvo Pulse: calls connected, how each call ended, and how many needed a callback.
The everyday questions answered the same way every time, and the rest logged for your team.
A welcoming front door, with a person one step away.