1. iThe problem
  2. iiProcess first
  3. iiiThen the tool
  4. ivWhere it runs
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Case study I · AI agents Demo build

Nights and weekends,answered.

A demo voice agent built for a confidential client: a heating and cooling company that needs its phones covered at night and on weekends.

Client
A confidential client (heating & cooling)
Role
Designed and built the voice agent
Status
Working demo
Covers
Nights and weekends
Book a call
Incoming call · 11:04 PM

Layla

AFTER-HOURS LINE

Emergency: no heatFurnace won’t turn on, 57° inside, a toddler in the home.
1 · Take it2 · Pass
  • Layla booked a tune-upRoutine call · next open slot, 8–10 AM
  • Emergency → on-call tech“Press 1 to take this job”
  • Morning briefing is readyEvery call from last night, in one email
  • Confirmation emailedSent to the customer

Plate IWhat the on-call tech hears. Sample customer from a test call.

  • AI voice agent
  • After-hours calls
  • Emergency triage
  • Live booking
  • Confirmation emails
  • Morning briefing
  • On-call routing

i.The problem

The phones ring after everyone goes home.

Calls keep coming at night and on weekends, when nobody is in the office.

Emergencies can’t wait until morning, and routine requests still need booking.

  • A call after hours
  • Nobody in the office
  • An emergency that can’t wait
  • A routine request, still unbooked
  • The office finds out tomorrow

ii.Process first

First, decide how every call should go.

The work started with the call itself, before any AI: which calls can’t wait, who gets them, how routine requests get booked, and what the office needs to know in the morning. Layla follows that map.

  1. A call comes in after hours
  2. Layla answers and sorts itEmergency or routine?
    EmergencyStraight to the on-call technicianRoutineBooked into the next open appointment while the caller is on the line
  3. The customer gets a confirmationBy email
  4. The office is caught upDesigned to send a notice for every booking and a morning briefing of the night’s calls

iii.Then the tool

Then the tool: Layla.

A voice agent that answers the call, sorts emergencies from routine requests, books the next open appointment while the caller is on the line and emails the customer a confirmation. Tap the switch to hear both kinds of call.

After-hours line · Layla
LaylaThanks for calling. How can I help tonight?
CallerMy AC is making a strange noise. Can someone come look at it?
LaylaI can book that. The next open slot is 8 to 10 AM. Does that work?
Booked · next open slot8–10 AM · on the schedule
CallerOur furnace won’t turn on and it’s 57° in here.
LaylaThat’s an emergency. I’m reaching the on-call technician now.
On-call tech is being called“Press 1 to take this job”
Morning briefingEvery call from last night, in one email
Confirmation emailed to the customer

Illustration with a sample caller. In the demo, bookings come from a sample schedule.

  1. Answers after-hours callsNights and weekends, when nobody is in the office.
  2. Sorts routine from urgentLayla works out whether the call is an emergency or a routine request.
  3. Books the job on the callRoutine requests go into the next open appointment while the caller is on the line.
  4. Confirms by emailThe customer gets a confirmation email.
  5. Sends emergencies to the on-call techEmergencies go straight to the on-call technician, who can take the job with one key.
  6. Keeps the office in the loopDesigned to send the office a notice for every booking and a morning briefing of the night’s calls.

iv.Where it runs

A working demo, ready to connect.

  • A working demo. In the demo, bookings come from a sample schedule.
  • A live install connects to the company’s own scheduling system.
  • Built for a confidential client, a heating and cooling company, so the company stays unnamed here.
  • Designed for the office too: a notice for every booking and a morning briefing of the night’s calls.
  • AI voice agent
  • Call triage
  • Scheduling
  • Email confirmations
  • Morning briefing
  • On-call routing

Morning briefing

Last night’s calls

Emergency · no heat
Sent to the on-call technician

Routine · AC noise
Booked into the next open slot, 8–10 AM

Illustration of the briefing Layla is designed to send, with sample calls.

Calls slipping by after hours?

Tell me how your phones work today. I’ll map how every call should go, then build what answers them.

Book a call

Or email hello@clairenhaus.com