The Problem
Inbound calls were the main way new business arrived, and they were arriving at the worst possible times: mid-meeting, after hours, during a rush. Callers who didn't get through rarely called back, and the team had no reliable record of what was missed. Every hire that would have fixed the coverage problem also added cost, training and rostering.
What I Built
A conversational voice agent that answers on the first ring, speaks naturally, and works from a scripted qualification path built around how NAwa actually sells. It answers the routine questions callers always ask, captures the details that matter, books the appointment into the live calendar, and writes a clean summary of the conversation into the systems the team already uses. Anything genuinely complex is escalated to a human with full context attached, so nobody starts a call cold.
The Result
Calls are answered every hour of every day without adding a person to the roster. Qualified callers get booked at the moment of highest intent instead of entering a callback queue, and the team starts the day with a written record of every conversation the agent handled overnight.