AI Voice Agents for After-Hours Calls
After-hours calls represent both opportunity and risk. Missed calls can mean lost business, while genuine emergencies require immediate attention. Never Busy provides AI voice agents that handle after-hours calls intelligently—capturing leads, escalating emergencies, and ensuring no call goes unanswered.
How After-Hours AI Works
Time-based routing activates
When business hours end, calls automatically route to the AI voice agent instead of going to voicemail or ringing unanswered.
AI engages the caller
The AI answers with your greeting, asks relevant questions, and understands the caller's intent through natural conversation.
Triage and action
Based on intent and urgency, the AI either takes a message, schedules a callback, captures lead information, or escalates to on-call staff.
Summary delivered to Teams
A complete call summary with transcript, intent classification, and caller details is posted to your designated Teams channel.
Common Configurations
Basic After-Hours Coverage
AI answers all calls outside business hours, takes messages, and posts summaries to Teams. No escalation rules.
Emergency Escalation
AI identifies urgent calls (e.g., maintenance emergencies, medical needs) and transfers them to on-call staff.
Lead Capture
AI qualifies inbound sales inquiries, collects contact information, and posts leads to a sales channel for morning follow-up.
Appointment Scheduling
AI offers available time slots and books appointments directly, with confirmation sent via SMS and calendar invite.
Escalation Rules
Escalation rules determine when and how the AI transfers calls to human staff. You can configure rules based on:
Keyword triggers
Words like "emergency," "urgent," or "flooding" can trigger immediate escalation.
Intent classification
AI-detected intents like "complaint" or "cancellation" can route to specific handlers.
Account status
VIP or high-priority accounts can receive immediate live-agent connection.
Time sensitivity
Calls about time-sensitive matters (appointments, deliveries) can escalate during specific windows.
Frequently Asked Questions
What happens when someone calls after hours?
The AI voice agent answers with your customized greeting, engages in natural conversation to understand the caller's needs, and takes appropriate action based on your configured rules.
Can the AI transfer urgent calls to a person?
Yes. You define escalation criteria (keywords, caller intent, account flags) and the AI will warm-transfer qualifying calls to designated on-call staff.
How are call summaries delivered?
After each call, a structured summary including caller information, intent, action taken, and transcript is posted to your designated Microsoft Teams channel.
Can I customize the AI's personality and responses?
Yes. You can configure the greeting, tone, and specific responses. The AI can be set to match your brand voice and handle industry-specific terminology.
What if the caller just wants to leave a voicemail?
The AI can offer to take a detailed message, which is then transcribed and posted to Teams. Callers can also request to leave a traditional voicemail if preferred.