What actually happens when your phone rings
No mystique. Here is the honest sequence, in the order it occurs, and the parts where a human still does it better.
Six things, in about a second
Speech recognition
The caller's speech is transcribed in real time. New Zealand and Australian accents are handled natively, which matters more than most providers admit; offshore-trained models routinely mishear NZ vowels and place names.
Understanding the request
A language model works out what the caller actually wants: a booking, a reschedule, a price, a cancellation, or something that needs a person. It works from your salon's configured knowledge, not general internet knowledge.
Business rules
Before anything is offered, your rules are applied. Service durations, stylist availability, deposit requirements, notice periods, what it may quote and what it must not.
Checking availability
It reads genuine availability from your calendar rather than promising a slot and hoping. If nothing suitable exists, it says so and captures the enquiry.
Speaking back
The response is spoken in the NZ or AU voice you selected. Voice generation is the same technology you can hear on our homepage demo.
Confirmation and handoff
The booking is written to your calendar, the client gets an SMS confirmation, and you get a written summary. Anything the agent could not resolve is flagged for a person.
What it is not good at
Any vendor who tells you their AI handles everything is selling you something. Here is where ours stops.
- Emotional situations. An unhappy client who wants to complain about a colour should reach a person, and ours escalates rather than trying to smooth it over.
- Genuinely novel requests. Something outside your configured services gets captured and flagged, not improvised.
- Clinical or financial judgement. Whether a treatment suits a condition, or whether someone qualifies for something, is never answered by the agent.
- Very heavy accents or poor line quality. Recognition is good, not perfect. When it cannot follow a caller reliably, it hands over rather than guessing.
How we test it
Before your agent goes live we run test calls against your real scenarios, including the awkward ones. You listen to the recordings and sign off. After go-live we review genuine calls, because real callers do things test calls never think of.