Out-of-hours aftercare calls, logged and numbered
ROCMEP · UK building services (MEP) contractor
Residents in new-build homes ring an AI phone line out of hours. It logs the defect in the ROCMEP portal, gives the caller a reference number and gets the job to the right subcontractor.
Live. In production since August 2026.
After handover, residents report defects at all hours: no hot water, a leak, a fault on a communal light. An emergency needs the right subcontractor fast, and everything else needs a clean record.
Calls out of hours were hard to cover and harder to trace. A caller ringing back had no reference to quote, and the team started each morning piecing together what had happened overnight.
- An AI phone agent that captures the project, apartment, block and problem, sets the priority and logs the defect straight into the company portal.
- A defect number read back to every caller. When they ring again, the agent finds the defect by that number and gives an update.
- Subcontractor call-backs matched by company and a register of outbound calls, so the right job is updated even when the numbers differ.
- A daily call review, emailed at 08:00, that lists every call and defect and flags anything needing attention: a call that did not connect, a repeat caller, a defect confirmed but not logged.
Screens recreated with sample data. No customer information is shown.
Live with the aftercare team since August 2026, handed over with tutorial videos.
The out-of-hours line is covered completely, and every overnight call is on one page by eight the next morning.
Scenario-based testing of every call journey before each change, the same approach used on our hospitality agents.
Built with- AI voice agent
- Company portal
- Defect workflow
- Email and SMS notifications
- Daily PDF reporting
