AI Reception & Intake for Service Businesses
Example · Service Businesses
Context
Clinics, trades, and other appointment-based businesses juggle phone calls, emails, and website messages throughout the day. Staff are interrupted to answer routine questions, and important enquiries can be lost in voicemail or unstructured inboxes.
What this workflow does
Flowtica designs a reception and intake workflow that captures the essential information from each contact, answers common questions, and delivers structured requests into the tools your team already uses. The focus is on:
- fewer missed calls and messages,
- cleaner intake data, and
- a simple way to prioritise who needs a call-back.
Architecture at a glance
The workflow sits between your channels and your internal tools. It is built so you can choose the telephony or chat providers, and change them later if needed.
Customer channels
- Phone calls (inbound, optionally outbound)
- Website chat or contact form
- Optional social / messaging channels
Private workflow engine
- Runs in an environment you control (your cloud account or a dedicated hosted instance)
- Normalises calls and messages into a common format
- Orchestrates a short series of questions to collect the right details
Language model
- Helps phrase questions and responses naturally
- Summarises conversations into a structured record (name, contact, reason, urgency, location, etc.)
- Flags sensitive or unclear cases for manual review instead of acting alone
Your tools & team
- Creates tickets or tasks in your existing tools
- Sends summaries into a shared inbox or chat channel
- Provides a queue your team can work through and update
How it behaves in practice
- A caller phones outside of peak hours or when staff are busy.
- The assistant clearly introduces itself as an automated system, asks a small set of questions you define, and answers simple, factual queries (such as opening hours or location).
- At the end, the workflow creates a structured summary: who called, how to contact them, why they called, and how urgent it is.
- That summary is delivered into your ticketing tool, CRM, or internal chat, where your team can respond and update the record.
Data ownership & deployment model
The workflow engine runs on a small private server that is either inside your cloud environment or on a dedicated hosted instance for your organisation. We connect it to the telephony and chat providers you already use, and to your downstream systems, without locking you into a single vendor stack.
Only the information required to handle the interaction is passed to the language model provider you select. The rest of the orchestration and data storage stays inside your environment, where your normal access controls and retention policies apply.
Where we fit in
Flowtica works with you to define what “good intake” looks like: which questions to ask, which topics the assistant can safely handle, and where humans should always be in the loop. We then implement and iterate the workflow so it becomes a reliable part of your operations, not a one-off experiment.