01 · Answer
Receive the call professionally
- Business-specific greeting
- English-language greeting and call handling
- Call type and customer need identified
- Availability and after-hours rules applied
Five Capability Groups, One Customer Journey
Each group has a distinct job. Business outcomes belong on the Benefits page; this page explains what the product is designed to do.
02 · Assist
Use only approved business knowledge
- Hours, location, services, menus, and prices
- Approved policies and frequently asked questions
- Clear response when information is unavailable
- No unrelated general-knowledge answers
03 · Capture
Collect a complete customer request
- Restaurant orders and required modifiers
- Appointment, lead, quote, and callback requests
- Messages for a person or department
- Read-back or confirmation before completion
04 · Connect
Bring in a person at the right time
- Transfer only to an authorized available person
- Respect each employee's transfer status
- Continue assistance when a transfer is unavailable
- Take a message or arrange approved follow-up
05 · Manage
Make the outcome easy to act on
- Structured order or request summary
- Delivery to approved business screens or systems
- Call and outcome record where permitted
- Unanswered questions flagged for business review
Later Stage
Keep future capabilities clearly separated
- Face-to-face video calling is not a launch feature
- External integrations require separate validation
- New capabilities activate only after separate validation
- Availability is shown honestly as development progresses