An always-on voice concierge that handles every inbound call — and books outbound pitches in its spare time.

A natural-language voice agent that fields every customer call, navigates account-specific data, and runs outbound campaigns for the marketing team — without ever sounding like a bot.

97%of inbound calls resolved without human handoff

31%lift in qualified outbound conversions

$184kannual ops savings in year one

The challenge

What we were up against

Southwest Gases was losing 22% of inbound calls to abandonment during peak hours and burning ops budget on after-hours staffing. The marketing team also had a backlog of warm leads that nobody had time to call.

Our approach

How we got from zero to live

01Mapped every inbound call type — billing, outages, new connections, complaints — into a tiered intent model.

02Indexed customer records, plan documents, and SOPs into a secure retrieval layer the agent could query at sub-second latency.

03Designed a brand-aligned voice persona with regional accent calibration and explicit fallbacks for sensitive intents (medical hardship, payment disputes).

04Wired a parallel outbound mode for the marketing team — same brain, different objective, full opt-out compliance.

The solution

What we shipped

24/7 inbound voice agent answering on the first ring across all 18 service regions.

Per-call transcripts, recordings, sentiment, and outcomes synced to Google Sheets and routed by department.

Automatic email digest to the ops lead every morning with flagged escalations.

Outbound dialer that pitches new gas plans to qualified leads, books site surveys, and logs every objection.

Tech stack

VapiTwilioElevenLabsGPT-4oGoogle Sheets APIn8n

PreviousAtlas Ventures

NextGoHappy Club

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