Service requests and tickets
Created in your system during the call, with the reference read back to the customer before they hang up.
PLAYBOOKS & OPERATIONS
Most AI agents end when the call ends.
Concierge starts the work. The ticket exists, the dispatch has gone out, the reference number has been sent, and the record is on the dashboard — before anyone has picked up a keyboard.
Mikasa Estate
A resident calls the estate support line.
“The Block C generator stopped — there is no light.”
- Fault captured00:14 · Block C, main generatorComplete
- A person is neededOutside the configured authorityComplete
- Team brought inSummary travels with the handoverComplete
- Notes written for your teamWhat was said and what was agreedPrepared
Example dayA person on the call with the context already in front of them.
Playbooks
It coordinates the work the conversation created.
Which systems Concierge may write to, and which fields, is agreed during discovery and validated before live use. Nothing happens silently: a failed action becomes a visible state, not a shrug.
Incident logging and escalation
Logged against the right case, escalated on your rules, and flagged when a deadline is approaching.
Dispatch coordination
The right team or field engineer notified, with the location and context already gathered.
Appointment scheduling
Booked, confirmed, moved and released back into availability through your existing calendar.
Front desk and visitor management
Reception, access requests and visitor authorisation, following the rules you set.
Status updates
The customer is told what changed, rather than having to ring back and ask.
Authentication
Your verification steps, applied before any account-level action.
Workflow automation via API
API-first, so it plugs into the CRM, helpdesk, PMS or core-banking stack you already run.
What happens after the call
From conversation to completed work.
This is the part that separates an operations agent from a voice bot, and it is the part you can watch happen in a demo.
- 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.
- COORDINATE
It reaches the team that owns it.
Routed on your rules, with the context attached — and grouped with related reports rather than duplicated.
- CLOSE THE LOOP
The customer hears back.
Status updates go out as things change, and a post-resolution call confirms the fix actually held.
Connected work
It acts inside the systems you already run.
API-first, so Concierge plugs into your stack rather than replacing it. Which systems it may read, which fields it may write and which queue each request lands in is agreed field by field during discovery, then tested before a single live call.
Service desk and ticketing
The ticket is created and updated in your system during the call, not typed up afterwards.
Customer records and CRM
Context read in, outcomes written back, so the record reflects what actually happened.
Scheduling and calendars
Real availability checked, appointments booked and moved, freed slots released back.
Team messaging and dispatch
The right team notified where they already work, with the context attached.
When something fails
A failed action is a state, not a shrug.
Systems go down and writes do not complete. What matters is what happens next. Concierge never reports success it did not achieve — the request moves to the named queue with the attempted action marked, so a person can pick it up and continue rather than discover it days later.
Nothing completes silently
If a write cannot go through, the customer is not told it did.
The context survives
What was captured, what was attempted and what failed all travel to the person who takes over.
Someone owns it
Every failure path has a named queue agreed before go-live, not a default inbox.
HUMAN + AI
Your team stops reconstructing what happened.
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.
- The record exists from the first second of the call, not from when someone got round to logging it.
- A failed action is a visible state your team can pick up and continue.
- Priority, exceptions and judgement stay with people.