24/7 AI Voice Agent Handles Inbound Calls for UK Locksmith Company
24/7
Automated call answering
100%
Inbound calls managed by AI
Real-Time
Job status and ETA retrieval
Instant
Escalation for urgent cases
The AI handles every call the same way — professionally, instantly, and without missed details. Our team now focuses on the jobs that actually need human attention.
Operations Manager
Operations (Excel Security)
Excel Security is a locksmith and security services company operating across the UK. The team handles a high volume of inbound calls daily — customers checking job statuses, requesting ETAs, logging new jobs, and reporting urgent situations. With calls coming in around the clock, staff time was consumed by repetitive enquiries that pulled focus from complex, higher-value work.
Excel Security needed a way to manage inbound call volume without adding headcount. The existing process required staff to:
Answer every call manually, regardless of complexity
Look up job statuses and ETAs in the Transputec portal
Log quote-chasing calls and follow up later
Identify urgent cases and escalate appropriately
Handle after-hours calls or miss them entirely
This created bottlenecks during busy periods, inconsistent response times outside business hours, and staff tied up on routine calls instead of operational priorities.
An AI Voice Agent was deployed to handle all inbound calls at all times. The system identifies caller intent, retrieves live data, and routes or escalates as needed — without staff involvement for routine enquiries. The system connects Transputec portal (job status and ETA data), email notifications, WhatsApp (engineer updates), and a live reporting dashboard.
How it Works
- AI answers every inbound call, 24/7
- Caller intent is identified automatically
- Job statuses and ETAs are retrieved in real time from Transputec
- New job requests are guided through structured intake and confirmed via email
- Urgent cases are detected by keyword and flagged immediately
- Priority emails notify staff instantly for escalations
- During business hours, calls route to the correct team when needed
- Outside business hours, callbacks are scheduled automatically
- All calls are logged with transcription and keyword tagging
- A live dashboard displays call metrics and performance data
The AI Voice Agent enables Excel Security to:
Provide consistent, immediate response to every caller
Eliminate missed calls outside business hours
Free staff from repetitive status and ETA enquiries
Ensure urgent cases receive instant attention
Maintain service quality during high-volume periods
Scale call handling without additional hires
Staff time shifts from answering routine calls to managing complex jobs and customer relationships
With the core system operational, Excel Security can expand capabilities over time:
Add outbound call automation for follow-ups and ETA chasing
Extend WhatsApp automation for customer-facing updates
Support additional departments such as warrants or accounts
Introduce multi-brand call flows as the business grows
The AI Voice Agent positions Excel Security to handle growth without proportional increases in operational overhead.
If you're a founder who's drowning in operational work that shouldn't require your attention, let's talk.
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