Your clients keep calling.
Your team keeps resting.
Luke F.
Northwind Dental
- 00:00
Answer the call
AI Voice picks up in <30s.
- 00:15
Open the ticketVerified
Your client's request gets a ticket with the conversation attached.
ApproveMicrosoft Authenticator
Approve sign-in?
- 00:30
Agree the priorityTriaged
The request gets a category and priority.
- 01:00
+2 stepsKeep the contextVerified
Put 24/7 AI Voice to work answering your clients' after-hours calls, opening tickets and handling requests by priority. Routine work waits for morning, while urgent issues reach your on-call engineer with the context they need to help.
- AI Voice availability
- 24/7
- Fewer pages to your team
- 93%
- Average answer time at 3am
- <30s
START WITH YOUR TEAM
Calls through the night.
Room for your team.
Your clients need help after hours, and your team needs enough rest to handle the next day's work. Bring routine calls into an agreed workflow, with a clear route to your on-call engineer when something needs attention.
A night of interruptions
A familiar sequence: 1, a call at 2:47am; 2, no client context; 3, an hour on a printer issue; 4, a priority one incident at 4am; 5, next-day absence.
- Calls to your on-call phone
- Missing client and ticket context
- Next-day pressure on your queue
A night with AI Voice
With MSP Process: 1, AI Voice answers in <30 seconds; 2, opens a ticket; 3, queues the printer issue; 4, escalates the urgent incident; 5, prepares the morning queue.
- Routine requests ready for morning
- Urgent incidents with client context
- Classified tickets for your team
READY TO PUT TO WORK
Your after-hours requests.
An agreed way through.
At 3am, AI Voice handles six parts of your after-hours desk, from answering the call to recording what happened.
Calls answered through the night
AI Voice answers your clients in 30+ languages and handles calls together, so one conversation doesn't leave another caller waiting.
- Support in your clients' languages
- Concurrent calls through the night
- Coverage during your team's absence
Client details with the request
AI Voice brings the caller's request into a ticket, giving your team a transcript to work from when they take over.
- Client requests captured during calls
- Full transcripts with each ticket
- Conversation context for your team
A priority for each request
AI Voice captures the request, assigns its category and priority, and applies the contract's service level agreement before routing the ticket.
- Request category and assigned priority
- Contract response requirements per ticket
- Routine requests in your queue
Urgent work reaches your team
AI Voice connects to your on-call rotation and routes urgent requests by skill, time zone and severity, with the call context attached.
- Your existing on-call team rotation
- Skill and time zone routing
- Incident context for the responder
The conversation stays attached
AI Voice writes the summary, analysis, time entry, notes, recording, transcript and ticket outcome to your service platform, with an audit record of privileged actions.
- Call transcripts and attached recordings
- Ticket outcomes in your platform
- Audit records for privileged actions
Bring your coverage costs together
Bring 3 costs into one platform line item: your answering service, night-shift hire and the cost of interruptions to your on-call team.
- Your existing answering service costs
- Your overnight staffing and coverage
- Your team's on-call interruption costs
HOW IT WORKS
A call comes in.
The work moves forward.
Every after-hours call follows five steps, giving your clients a response and your team a ticket with a clear next action.
Answer your client's call
AI Voice picks up in <30s and speaks naturally in your client's language, without sending them through a phone tree.
Capture what they need
AI Voice captures the reason for the call and opens a ticket, keeping the conversation available for your team.
Set the request's priority
The ticket gets a category, priority, contract response requirement and suggested resolver, ready for the next step in your workflow.
Send it where needed
Routine requests wait in your queue, while priority one incidents reach your on-call engineer with the context captured during the call.
Attach the call record
The summary, analysis, time entry, notes, recording and transcript stay with the ticket in your service platform, with records also sent to your security monitoring system.
ONE NIGHT IN PRACTICE
A night of requests.
A morning with context.
One Tuesday night at a 6-tech MSP: 11 calls answered and 3 hours of sleep saved, with only the names changed in this account.
Sarah K., Northwind Dental
At 22:14, Sarah K. called about Outlook crashing, and AI Voice sent a workaround before queuing the request for morning.
- Outlook issue captured during call
- Workaround sent to the caller
- Follow-up request in morning queue
Marcus T., Globex
At 23:42, Marcus T. called after losing access to the virtual private network, and a password reset through a secure link resolved it during the call.
- Client access restored during call
- Password reset through secure link
- Resolution without an on-call page
An unapproved reset request
At 01:08, verification kept the reset from proceeding when the real Sarah did not approve the push: "I'm Sarah from Northwind, I need MFA reset urgently."
- Reset request without account approval
- Approval push to registered device
- Account reset held pending approval
Waystar ops, server down
At 02:31, 14 reporters flagged a server outage, AI Voice assigned priority one and paged on-call with context, and the tech responded in 4 min.
- Server outage reported across tenant
- Urgent page with incident context
- On-call response to the outage
Initech, a printer issue
At 03:52, AI Voice recognised a known printer issue, sent a self-resolve link and queued daytime follow-up after the caller acknowledged it.
- Known issue matched during call
- Self-resolve link sent to caller
- Daytime follow-up in the queue
More calls before morning
By 05:11, 6 more calls about password resets, status updates and mailbox issues were ticketed and queued, with 0 humans woken.
- Password reset requests with tickets
- Status updates captured during calls
- Mailbox issues queued for morning
Ready for your daytime dispatcher
At 07:30, the daytime dispatcher arrived to a classified queue, with overnight requests already triaged for the team to handle.
- Classified tickets for the dispatcher
- Overnight requests with assigned priorities
- Call context for daytime follow-up
Your after-hours coverage.
Your options side by side.
Compare an answering service, a night-shift hire and MSP Process against the calls your clients make and the work your team handles.
| Capability | Answering Service Per-Call Vendor | Night-Shift Tech$85K + Burnout | MSP Process AI Voice Agent |
|---|---|---|---|
| Calls answered 24/7 | Yes | Yes | |
| Calls answered in <30s at 3am | No | No | Yes |
| Microsoft Authenticator or Duo push | No | Manual | Yes |
| Level one issues resolved without an on-call page | No | Yes | Yes |
| Service platform tickets with full transcripts | No | Manual | Yes |
| On-call pages for priority one incidents | No | No | Yes |
| Audit log for SOC 2 / HIPAA requirements | No | Yes | |
| Total annual coverage cost | $16K | $85K | Platform line item |
FROM THE SERVICE DESK
Coverage for your clients.
Rest for your team.
- 93%
- Fewer pages to your team
- Only true P1s wake on-call.
- $0
- Answering service costs
- Replaced entirely.
- +18%
- Technicians staying with your team
- Sleep is a benefit.
- 100%
- Calls with a recorded history
- No after-hours black hole.
“"My on-call rotation went from a punishment to a non-event. The AI handles the noise. I get woken up once a week, for something that genuinely needs me. My team is happier. My clients have better coverage. The math just works."”
James Wagner
CEO, iTeam
LET'S TALK AUTOMATION
Bring your overnight work.
We'll talk it through.
Book a call to discuss AI automation across every channel your clients use, starting with your after-hours calls. We'll work through your actual answering service costs, on-call premiums and overnight queue to see where AI Voice fits.
Bring us the process you most want to stop doing by hand.