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FutureFace Tech

Inbound

Every inbound conversation answered, whatever it’s about.

Inbound AI is the broad front door — every call, text and chat met by an AI employee that understands the request, answers from your approved knowledge, books or updates what it needs to, and hands over to a person only when a conversation genuinely needs one.

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The channel doesn’t matter to the customer, but it changes who answers them.

A phone call, a text and a web chat about the same enquiry are answered by three different systems, at three different speeds, and often with three different answers.

  • A call after hours gets an answerphone while a chat gets a different script entirely
  • Nobody has one view of a conversation that moved across channels
  • Whoever is free answers, rather than whoever knows the answer

Who handles this

The AI employees behind this solution.

Example conversation

A caller rings just before closing to ask about a service, then wants a booking.

An example of how this conversation goes. Not a recording of a real customer call.

  1. AI employeeGood afternoon, thanks for calling — we close in five minutes but I can still help. What can I do for you?
  2. CallerI wanted to ask what’s included in your annual service package.
  3. AI employeeIt covers a full inspection, fluid top-ups and a written report. Would you like me to book you in?
  4. CallerYes please, as soon as possible.
  5. AI employeeI have Monday at nine or Tuesday at half past one.
  6. CallerMonday, please.
  7. AI employeeBooked for Monday at nine. I’ll text a confirmation now, and if anything changes you can call back and I’ll rearrange it.

How it plays out

From conversation to a system that reflects it.

  1. 00:00

    Conversation opened

    Call, message or chat received on any channel.

  2. 00:07

    Intent identified

    What the person actually wants, in their own words.

  3. 00:20

    Answer or action given

    From approved knowledge, or a booking made.

  4. 00:40

    System updated

    CRM, calendar or record updated live.

  5. 00:50

    Routed or closed

    Handed to a person, or the conversation ends.

  6. 01:00

    Summary logged

    Outcome recorded against the contact.

What it does

Built for this job specifically.

  • Answers calls, SMS and web chat as one connected conversation
  • Identifies intent and moves straight to resolving it
  • Answers from your approved knowledge, not a guess
  • Books and updates appointments during the same conversation
  • Updates your CRM or system of record without manual entry
  • Routes to a person by intent or priority when a conversation needs one
  • Applies different rules out of hours than during business hours
  • Hands over with a summary rather than a repeat of the whole call

What it hands to a person.

  • Complaints, or any caller who sounds distressed
  • Questions requiring judgement outside the approved knowledge
  • Any caller who asks to speak to a person

Integrations

Works with what you already run.

  • Communications

    • Answer and place calls on your existing numbers
    • Continue the conversation over SMS
    • Hand a caller to a person with context attached
    • Keep one thread across every channel

  • CRM

    • Find a contact before the conversation starts
    • Create or update a lead from what was said
    • Log the call, transcript and outcome
    • Assign an owner and trigger follow-up

  • Calendars

    • Read real availability, not a guess
    • Create an appointment during the call
    • Reschedule and cancel on request
    • Send confirmations and reminders

Relevant integrations

Industries

Where this solution fits.

Relevant industries

Implementation

You don’t need to become an AI expert. That’s our job.

FutureFace designs, connects, tests and runs your AI workforce. You approve it and watch the outcomes.

  1. Discover

    We map the calls you actually get and where they go wrong.

  2. Design

    Conversations, rules and escalation paths designed around your process.

  3. Connect

    CRM, calendar and telephony connected and tested.

  4. Train

    Your services, prices, policies and opening hours loaded as approved knowledge.

  5. Test

    Real scenarios run and reviewed before any customer hears it.

  6. Launch

    Live on your existing numbers, with a person able to take over.

  7. Optimise

    Transcripts reviewed, rules tuned, performance compared over time.

Questions about Inbound AI

Is this different from a single AI receptionist?

It is the same underlying employees working every inbound channel together, not just the phone, so a conversation that starts as a text and continues as a call stays one thread.

What happens outside business hours?

You set different rules for out-of-hours conversations — what gets answered, what gets booked, and what gets escalated immediately versus queued for the morning.

How do you stop it answering things it shouldn’t?

It only answers from knowledge you’ve approved. Anything outside that is routed to a person rather than guessed at.

Ready to put Inbound AI to work?

Book a short call and we will map this solution onto your existing calendar, CRM and phone number.

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