Agent case studies

Agent builds that show guardrails and handoff.

Each case keeps classification, tool use, CRM notes, and escalation conditions explicit.

AI Agents HMX Zone.

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HMX Zone

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Agent case studies

Agent builds that show guardrails and handoff.

Each case keeps classification, tool use, CRM notes, and escalation conditions explicit.

AI Voice + Chat

After-Hours Intake Agent for Simple Questions

An after-hours agent that answers simple, factual questions (hours, location, services, pricing ranges) and captures intake details for anything that needs a human the next day.

Always-on basics: Simple questions answered when the office is closed
Intake captured: After-hours leads logged instead of lost to voicemail
In-scope only: Agent answers facts it knows, never guesses
Morning-ready: Follow-up tasks queued for the next business day

AI Ops

Agent Analytics Review After Launch

A post-launch analytics layer that turns raw agent conversations into the metrics that matter, containment, escalation, resolution, drop-off, so you can actually see how the agent is performing and where to improve.

Containment seen: Clear view of what the agent handles without humans
Drop-off found: Exact points where conversations fail surfaced
Top intents: Most common reasons people reach out, ranked
Improvement loop: Each review produces concrete changes to ship

AI Ops

Agent Failure Alert and Manual Takeover

A safety layer that detects when an agent is failing, looping, stuck, getting abuse, or hitting errors, and instantly alerts a human who can take over the live conversation.

Caught live: Failures detected during the conversation, not after
Human takeover: A person steps in with full context when it matters
Kill-switch: All traffic can route to humans in one move
Hardening loop: Logged takeovers reveal and fix recurring breakages

AI Ops

Agent Transcript Review Queue

A review workflow that surfaces the agent conversations most worth a human's attention, escalations, low-confidence turns, bad sentiment, so the team improves the agent without reading every transcript.

Risky-first: Reviewers see the conversations that actually matter
No black box: Failures and near-misses caught before customers complain
Feedback loop: Tagged issues drive concrete prompt and rule fixes
Scales: Quality control without reading every transcript

AI Email + Chat

AI Reply Draft Workflow with Human Approval

An agent that drafts on-brand replies to inbound messages and routes them to a human for one-click approve, edit, or reject before anything is ever sent.

Human-in-loop: Nothing sends without explicit approval
Draft-ready: On-brand replies written in seconds for review
One-click send: Reviewers approve or tweak instead of writing fresh
Improves: Edits feed back so drafts need less correction over time

AI Voice · Provider-Agnostic

AI Voice Agent Blueprint - Provider-Aware Operation

A provider-aware AI calling blueprint for comparing voice stacks, improving qualification flow, and keeping cost and reliability visible during scoping.

Scoped: provider comparison across voice, STT, TTS, model, and telephony costs
Guarded: qualification logic with objection and fallback paths
Synced: CRM and calendar updates after call outcomes
Measured: call analytics used for post-launch tuning

AI SMS + Voice

Appointment Reminder Agent with Opt-Out Handling

A reminder agent that confirms, reschedules, or cancels appointments over SMS or voice on a timed schedule, with clean opt-out and quiet-hours handling built in.

Fewer no-shows: Timed reminders that act on the reply, not just send
Self-reschedule: Clients move appointments without calling in
Opt-out clean: STOP and quiet hours respected automatically
Slots recovered: Cancellations free time and can backfill the waitlist

Support · Retention

AT&T Support Retention Playbook — Turning Service Calls Into Revenue

A support and retention workflow inspired by high-volume AT&T technical support: resolve the issue, protect satisfaction, and identify ethical cross-sell opportunities.

90%+: first-call resolution achieved
Multiple: performance bonuses earned through retention and sales results
Better: complaint de-escalation and documentation quality
Reusable: support logic that can power AI-assisted service workflows

AI Voice + Chat

Calendar Lookup Tool Guarded by Qualification

A booking agent whose calendar-access tool only unlocks after the caller passes qualification, so slots are offered to real, qualified prospects rather than anyone who asks.

Qualified-only: Slots offered to real prospects, not anyone who asks
Cleaner calendar: Junk and unqualified bookings kept off the schedule
Enforced gate: Tool locked until qualification passes, not just prompted
Live availability: Qualified callers book real open slots instantly

AI Voice

Call Summary Agent that Writes CRM Notes

An agent that transcribes each sales or support call, produces a structured summary with action items and next steps, and writes it directly onto the CRM contact.

Notes every call: Consistent CRM summaries with zero manual typing
Action items: Next steps and follow-up dates captured automatically
Searchable history: Clean, structured records instead of empty fields
Minutes saved: Reps freed from after-call note-taking

AI Chat

DM Response Assistant for Social Leads

An assistant that handles inbound DMs from social channels, answers common questions, qualifies the lead, and captures contact details into the CRM with a human handoff for hot conversations.

DMs answered: Common social questions handled around the clock
Into the CRM: Social conversations captured as contacts, not lost
Qualified: Leads triaged before a human steps in
Hot handoff: Ready-to-buy DMs escalated to a person fast

AI Email

Email Triage Agent for Service Inquiries

An agent that reads inbound service emails, classifies and prioritizes them, extracts the key details, and labels or routes each to the right person with a suggested reply.

Auto-sorted: Inbox triaged by type and urgency on arrival
Owner routing: Each email reaches the right person, not a shared void
Draft-ready: Common replies pre-written for one-click approval
Lead capture: New inquiries logged to the CRM automatically

AI Voice

Inbound Voice Qualification Agent with Live Human Escalation

A phone agent that answers inbound calls, qualifies the caller against your real criteria, and warm-transfers hot or sensitive callers to a human instead of guessing.

First-ring: Every inbound call answered, no after-hours voicemail
Qualified vs not: Callers triaged before a human picks up
Warm transfer: Hot and sensitive callers reach a person with context
Full transcript: Every call logged to the CRM for review

AI Chat + Voice

Knowledge-Base Answer Guardrails

Guardrails that keep an agent answering strictly from approved knowledge, citing its source, and saying 'I'll get a human' rather than inventing answers it can't ground.

Grounded only: Answers come from approved content, not invention
Honest edges: Agent hands off instead of guessing when unsure
Traceable: Responses can be tied back to a source
Trust kept: No confident wrong answers reaching customers

AI Triage

Lead Scoring Assistant for Inbound Requests

An assistant that reads each inbound lead (form, call, chat, or email) and assigns a transparent, rules-plus-AI score so the team works the best leads first.

Best-first: High-intent leads surfaced to the top of the queue
Explainable: Every score has a plain-English reason attached
Consistent: Same rules applied to every lead, every time
Faster routing: Top-tier leads escalated the moment they arrive

AI Voice + SMS

Missed-Call Follow-Up Agent with Booking Link

When a call is missed, an agent texts the caller back within seconds, answers the basic 'why did you call', and sends a booking link, recovering leads that would otherwise vanish.

Seconds, not hours: Callers re-engaged before they call a competitor
Self-serve booking: Recovered callers book without staff effort
After-hours save: Missed calls recovered outside business hours
Source tracked: Every recovery logged to the CRM by origin

AI Voice

Multi-Language Voice Quality and Prompt Test Harness

A structured test harness that runs the same voice agent across multiple languages and prompt variants to compare pronunciation, comprehension, and handoff behavior before launch.

Per-language proof: Quality verified in each language before going live
Best config: Winning prompt and voice chosen on measured results
Guardrails hold: Escalation and opt-out confirmed working in every language
Regression-safe: Harness reused to catch breakage on future edits

AI Voice · Provider Coverage

Multi-Provider Voice Agent Migration Framework

A provider-agnostic framework for comparing and migrating AI voice stacks across VAPI, Retell, Bland, Twilio, OpenAI, STT, TTS, and telephony providers.

4+: voice stack options considered per project when needed
Lower: vendor lock-in risk
Cleaner: separation between conversation logic and provider setup
Flexible: cost, latency, and voice-quality optimization

AI Outreach · SMS & Email

Non-Repetitive AI SMS & Email Personalization Engine

A dynamic outreach system where each SMS and email is written from lead context instead of repeating the same template across prospects.

Personalized: SMS and email outreach varies by lead context
0: copy-paste message repetition as the default behavior
Multi: channel coverage across SMS and email
Live: CRM-aware response capture and handoff

AI Voice + Chat

Objection Response Script with Fallback Rules

An agent equipped with approved objection-handling responses that answers common pushback confidently and falls back to a human the moment it hits something off-script.

On-script: Common objections answered consistently and on-brand
No invented claims: Agent never fabricates pricing or guarantees
Clean handoff: Off-script pushback routed to a human fast
Library grows: Real objections feed back into approved responses

AI SMS

SMS Reply Assistant Locked to Approved Templates

An SMS agent that answers inbound texts using a library of pre-approved, compliance-safe message templates, filling in only the variable fields and escalating anything off-script.

Approved-only: Replies stay on-brand and compliance-safe by construction
Seconds to reply: Common questions answered instantly, day or night
STOP honored: Opt-outs handled automatically at the carrier layer
Human fallback: Anything off-script lands in a staffed inbox

AI Triage

Support Classifier that Routes Sensitive Requests

A first-touch support agent that classifies incoming requests and deliberately routes sensitive ones (legal, safety, billing disputes, vulnerable users) straight to humans instead of answering.

Sensitive to human: Risky topics never get an automated answer
Priority routing: Urgent and vulnerable cases jump the queue
Audit trail: Every routing decision logged and reviewable
Capacity saved: Easy questions deflected so humans handle the hard ones

AI Voice

Voice Provider Comparison for Latency and Cost

A side-by-side evaluation of voice agent providers and model stacks (Vapi, Retell, Bland, OpenAI Realtime) on real latency, conversation quality, and true per-minute cost for your use case.

Real latency: Measured end-to-end on your scenario, not vendor claims
True cost: Full-stack per-minute cost modeled at your volume
Quality scored: Naturalness and interruption handling compared directly
Clear pick: A defensible provider choice with numbers behind it

AI Chat

Website Chat Agent with Clean Handoff to CRM Notes

A site chat agent that answers visitor questions, captures contact details, and writes a clean, structured summary into the CRM contact so sales picks up with full context.

Structured note: Sales sees a clean summary, not a raw transcript
No re-asking: Captured intent carries into the human conversation
Contact saved: Visitor details land on the CRM record automatically
Hot-lead ping: Reps alerted with context for ready-to-talk visitors