Say what you want, in your own words
No menu to navigate and no keywords to guess. The caller explains the problem the way they would to a person, and Concierge works out what they need.
CONVERSATION
It talks like a person, not a menu.
Concierge speaks naturally, in human-like conversation — not through robotic IVR menus or a call queue. It listens, understands, and acts in real time, on your own number.
Mikasa Estate
A resident calls the estate support line.
“The Block C generator stopped—there is no light.”
- Request understood00:03 · Block C power issueComplete
- Prepared for estate staff reviewPriority and response assignment remain with staffComplete
- Resident update preparedApproved, configured channel onlyMonitoring
Example dayRequest captured and routed; estate staff retain priority and assignment.
What natural actually means
No menu. No queue. No press-one-for-accounts.
Most callers have been trained to expect a decision tree. What they get instead is a conversation that starts where they start.
Interruptions, pauses and fillers
People talk over each other, trail off and change their minds mid-sentence. Concierge handles that rather than waiting for a clean, complete instruction.
African accents and code-switching
Tuned for how customers here actually speak, including switching between languages inside a single sentence.
700–800ms turn-taking
Typical response latency, on architecture built to hold a conversation together over connections that are not always reliable.
On your own number
Customers ring the number they already have for you. If your line runs on SIP it connects directly; if it does not, calls are forwarded and your number stays exactly as it is.
The same on every channel
Messaging runs on the same knowledge base, the same workflows, the same escalation rules and the same dashboard as voice.
Channels
Voice-first, and multi-channel.
Voice is where Concierge is strongest and how it launched. The rest run on the same workflows — not as a separate system with its own rules.
Phone line
Your own number, answered in natural conversation.
Email
The same workflows, the same records.
SMS
Confirmations, reminders and updates in writing.
WhatsApp
Where your customers already are.
Concierge is tuned for Nigerian-accented English and code-switching today. Support for Pidgin, Hausa, Yoruba and Igbo incoming.
Inbound
It answers your calls and messages.
The customer reaches you and gets a real answer, at any hour, without waiting for someone on your team to be free.
The questions asked a hundred times a day
Balances, opening hours, order status, delivery, plan details — answered from your own knowledge base rather than improvised.
Authentication before anything account-level
Your verification steps, run in the same order every time, before a single account detail is discussed.
Complaints, logged from the first second
A reference number issued during the call, so ageing is measured from when the customer rang — not from when someone got round to logging it.
Repeat reports, grouped not duplicated
Five thousand people calling about one outage produce one incident with five thousand linked reports, not five thousand tickets.
Routing that arrives with context
When it goes to a person, it goes to the right person — with the verification already done and the details already gathered.
After hours, and at peak
The 11pm call and the check-in-time rush get the same answer as the quiet Tuesday morning.
Inbound · a call, end to end
One call. Five things done.
“I want to dispute a transaction on my account.”
The conversation ends and the case already exists. Nobody has to write it up afterwards from memory.
- Verifies the customer using your own checks
- Logs the complaint and issues a reference number immediately
- Routes the case to the team that owns it, through your existing workflow
- Tracks the request and sends status updates as it moves
- Flags it to a person as the resolution deadline approaches
Outbound
It reaches out, too.
Concierge places calls on your behalf — following up, confirming appointments, qualifying leads, upselling, collecting feedback, nurturing the customers who are quietly about to leave — at a volume no team could staff.
Appointment follow-ups
Confirm attendance, offer another time when plans change, and release the freed slot so it can be refilled rather than lost.
Lead qualification
Call while the enquiry is still warm, ask your qualifying questions, and book the ones that pass straight into a calendar.
Stalled applications and missing documents
Chase the file nobody had an hour to chase, find out what is blocking it, and move it forward.
Service reminders and renewals
Reach customers before a payment, renewal or deadline becomes a missed step and then a complaint.
Upsell and cross-sell
Offer upgrades, add-ons and renewals in conversation, at the moment they make sense — across the whole base, not the fraction a team can reach.
Feedback and retention
A short structured call after resolution, and outreach to the customers whose behaviour says they are about to leave.
Outbound · a call, end to end
The call nobody had time to make.
“Good afternoon — calling about the application you started with us last week.”
Same knowledge base, same integrations, same escalation rules, same dashboard as the line customers ring. Outbound is not a separate product bolted on.
- Places the call from a worklist you approve
- Confirms the customer is still interested and finds what is blocking it
- Collects or requests the outstanding documentation
- Books a callback with a named person where the case needs one
- Logs the outcome, so the pipeline reflects reality without manual entry
What happens next
The conversation is the trigger, not the whole job.
Understanding the request is where most AI voice tools stop. It is where the actual operation starts — the ticket, the dispatch, the record and everything that follows.
- ACT
The work is started, not noted.
Concierge creates the record, triggers the workflow and issues the reference while the customer is still on the line.
- ASSIST
A person comes in, and it stays.
When the conversation needs someone, Concierge hands over and keeps working alongside them.
- LEARN
It becomes operational data.
Every interaction lands in one shared layer, whether a person handled it or not.
HUMAN + AI
Anything that needs a person goes to a person.
This isn’t about replacing your agents. It’s a Human–AI workforce — Concierge takes the repetitive layer off your team’s plate, gives every agent real-time intelligence while they’re still on the call, and lets your people spend their time on the work that actually needs a person.
- Escalation rules are set per workflow and per sensitivity level.
- A handover is not an exit — Concierge stays on to help your agent handle it.
- The customer never has to start their explanation again.