At a glance.
The pilot looks at the routine coordination around customer calls. Its focus is the handoff: what the customer asked, when they would like a response and which agent takes the conversation forward.
- Company
- Engagement
- Focused pilot
- Focus
- Voice follow-up and customer-to-agent handoffs
Between the call and the callback.
The starting point
A conversation can leave a second round of coordination for the agent: work out the request, find a callback time and decide who should respond.
• The customer’s request needs to reach the right agent.
• Callback details need to stay with the conversation.
• Open questions need a clear next response.
The pilot workflow
The workflow prepares that handoff in one place. The agent receives the customer’s request and callback details, then continues the conversation.
• Capture the conversation outcome and requested next step.
• Prepare a short brief for the responsible agent.
• Keep callbacks and unanswered questions visible to the team.
Inside the pilot workflow.
The calling workflow focuses on the routine steps around the agent’s response.
Customer follow-up
Use the agreed calling script to ask whether the customer would like an agent callback. Record the response and the next step.
Prepare the handoff
Bring the request, preferred callback window and unresolved question into a brief the agent can review before responding.
Keep callbacks visible
Tie reminders to the agreed callback. The request stays connected to its owner until it is completed or rescheduled.
Review open requests
Bring unassigned callbacks and unanswered questions into the team’s review, so the next action is clear.
What it connects to.
The workflow plugs into the tools the team already uses.
Google Calendar
Gmail
Slack
Google Sheets
What it replaced.
Standalone AI tools that never saw the callback.
ChatGPT
Summarised calls in a private chat the agent never saw.
Gemini
Drafted callback replies with no link to the original request.
Claude
Prepared briefs by hand that stayed with one person.
Each tool could draft or summarise on request, but none held the request, the callback time and the open questions together. The pilot brings them into one handoff.
What the agent receives.
The handoff should help the agent pick up the conversation without asking the customer to start again.
The customer’s request
A brief account of the reason for the call and the question that needs a response.
The callback details
The preferred time and next action stay together.
The open items
The team can see which questions still need an owner or response.
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