02 / Automation
Automated Call Center
An automated voice system that answers, qualifies, and routes inbound leads around the clock.
Summary
An automated voice system that answers inbound calls, qualifies leads against defined criteria, routes them to the right owner, and handles follow-up. It runs 24 hours a day and it is in production, not a pilot.
Context
Inbound volume was growing faster than the team could staff for it, and leads arriving outside business hours went unhandled until the next morning. The alternative to a system was headcount. Nobody asked me to build it.
What I built
- Voice infrastructure on VAPI, so the system answers a real phone line
- Conversation logic on GPT, with qualification criteria defined with the sales team
- Voice synthesis on ElevenLabs
- Routing rules that hand a qualified lead to the right owner
- Automated follow-up so nothing waits on a person being at a desk
How it works
01
Inbound call
A caller reaches the line at any hour.
02
Answer
The system picks up, greets, and starts the conversation.
03
Qualify
It asks the questions the sales team defined and scores the answers.
04
Route
A qualified lead goes to the right owner with the qualification result attached.
05
Follow up
Confirmation and next steps go out automatically.
Outcome
Every inbound call gets answered, at three in the afternoon and at three in the morning, and the team starts the day with qualified, routed leads instead of a voicemail queue. Coverage went to 24/7 without adding a hire.
24/7
Inbound coverage
My role
I designed the system, wrote and tuned the conversation logic and prompts, wired the voice stack, and defined the qualification and routing rules with the sales team.
Stack
- VAPI
- GPT
- ElevenLabs
- Webhooks
- CRM integration