- I do not want to engage any brokers whom would job this out to someone else. Rather an actual consultant and NOT a "team" But we want to work one on one with the actual person doing the work only. No exceptions...!!!!
AI Voice Agent -
Call Workflow Specification Introduction & Objective
This document outlines the operational workflow for an AI Voice Agent designed to autonomously initiate, navigate, and manage outbound calls on behalf of CLIENT, the principal user. The agent's key objectives are:
1. Identify and locate the correct contact based on user prompt. Data for contacts is in our CRM we are using Monday.com. We are open to other options. The Agent should go thru the files and identify the designated target for the call, via our files in the CRM. Both the contact database and the email or other documents we have loaded into the system. So the AGENT intelligently 'finds' its target.
2. Navigate all obstacles in the way of the agent to get that person on the phone. I.e. voicemail prompts, trying other alternative numbers, etc.
3. Confirm target is on the call and engage that target until Client is then connected to the call and can be patched into that call. The Agent is to engage the target until the client can join the call.
4. Send Chuck real-time alerts with the ability to merge into the call, SMS notification “I have XXXX [‘target’] on the phone. 5. Record and summarize the call for CRM integration with key action items. 6. Retry failed attempts and adapt to dynamic changes in contact availability.
7. Enter a record into the CRM (Currently Monday.com), of the action(s) i.e.
6/8/25 tried XXXX adjuster left voice mail including a summary of the call and action items.
Workflow Logic (Step-by-Step)
- 1. User Command: AI receives instruction to contact a specific individual based on name, claim, or company. This is either designated as a personal call or a business call. IF a business call then, AI agent will inform other party that the agent is taking notes on the call for quality assurance purposes and Agent is to make a summary of the call. IF the call is designated as a ‘personal call’, then the Agent will NOT take notes of the call.
- 2. Data Lookup: AI accesses internal contact database and identifies all potential phone numbers and extensions using contacts and information in the CRM database for that client, If the ‘target’ has more than one number the AI agent should try all numbers for the client. Then follow the workflow depending upon results.
- 3. AI Confirms Target Info: If ambiguous, AI confirms with user (e.g., 'Do you mean John Smith at State Farm for Brian Lacks claim?').
- 4. Outbound Call - Primary Number: AI attempts first known number.
- → If fails, try secondary numbers.
- → If disconnected or incorrect, AI escalates: calls main company number and speaks to live operator. Essentially I want the AI agent to intelligently try to ‘find’ this individual within that organization. In this example, if calling joe smith from state farm and the designated numbers don’t yield in success, it should find and call the main number on their main website or offices- engage with whomever to find the individual it needs i.e. if it’s a claims adjuster, it would navigate to claims, then navigate (if it can) to that persons phone, etc. If it can’t get to that person or that person has changed their role, then try to get a hold of the new person. Further, summarizing this and updated the CRM.
- → AI adapts to dynamic information (e.g., new adjuster assigned).
- 5. Contact Answered: Once target is reached, AI confirms identity ('Hi, is this John Smith, adjuster for...').
- At this point the AI AGENT ONCE IT confirms that the ‘target’ is on the phone needs to engage in stalling tactics, that enable the Agent to get the initiator of the call (me in this case) on the phone. THE IMPORTANT IDEA HERE IS TO ENGAGE THE TARGET IN SUCH A FASHION THAT THE TARGET DOES NOT REALIZE THE AGENT IS STALLING AND TYRING TO KEEP THE TARGET ENGAGED, WHILE IT DESPERATELY TRIES TO GET ME ON THE PHONE. This process should be seamless to the TARGET who is unknowing that the agent is now trying to get the call connected.
- 6. Fork 1 – Connect Chuck:
- a. AI sends SMS or initiates call to Chuck with link or option to merge.
- b. Message includes: 'I have John Smith (State Farm, Brian Lacks claim) on the line. Ready to join?'
- 7. Fork 2 – Stall & Engage Contact:
- a. AI: 'I'm calling on behalf of Chuck Colby of SOS Public Adjusters regarding claim #123456.'
- b. AI asks for file readiness: “Do you have the accessible in front of you? Do you need time in order to get that? I can wait?” Would you like the claim number again?'
- c. AI continues polite engagement to stall until Chuck can be connected to the call and joined in. .
- 8. Merge Call: Once Chuck joins, AI says: 'Thanks for your patience, I'm connecting Chuck Colby now.'
- → Optional (business call): AI says: 'This call will be recorded and transcribed for quality and note-taking.'
- 9. Call Recording and Transcription:
- a. AI records/transcribes call.
- b. Extracts action items and summarizes conversation.
- c. Pushes summary into CRM under the claim/contact.
- 10. If Chuck Cannot Be Reached:
- → AI apologizes: 'Sorry, we’re having trouble reaching Chuck. May I call you back in a few minutes?'
- → Optionally schedule callback or retry workflow.