← Back to Cross-Industry Solutions

FROM FIRST INTEREST TO NEXT STEP

A real conversation.
A whole team behind it.

A new lead comes in. Your voice agent calls.
Behind the conversation, specialist agents coordinate the work in your systems.

Home services • Google Ads lead

THE CONVERSATIONDaniel + your voice agent
01 / THE INQUIRY Before the call

Interest comes in. Work begins.

New service inquiry
Google Ads → website form

Daniel M.

Woburn, Massachusetts

“AC is running but not cooling. Looking for a service visit.”

Preferred contact: phone

Request received · contact permission attached

A Google Ads form starts this journey. Other connected lead sources can start the same workflow.

AI TEAM AT THIS MOMENT

A new lead gets a next step.

Supervisor Voice · Prepares outreach Identity & Authority · Checks permission Policy · Applies configured rules

CUSTOMER SYSTEMS

Lead formCRMContact policy

The request and contact permission are checked before the outbound call.

SHARED CONTEXT

Google Ads → lead · Daniel · Woburn · AC not cooling · Outreach permitted

02 / MAKE CONTACT Call connected

Start with the reason for calling.

Your voice agent

Hi, is that Daniel? I’m the AI assistant at Cedar Home Services. You just asked about your AC—is now an okay time?

Daniel

Yeah, I’ve got a few minutes. It’s running, but the house isn’t cooling down.

Your voice agent

Okay. Is it blowing warm air, or is there hardly any air coming through?

One voice stays with Daniel while the team builds a shared understanding.

AI TEAM AT THIS MOMENT

The conversation has a memory.

Supervisor Voice · Speaking & listening Identity & Authority · Matches contact Domain Specialist · Captures the issue

CUSTOMER SYSTEMS

Voice platformCRM

Daniel’s response is linked to the original lead, without asking him to repeat the form.

SHARED CONTEXT

Google Ads → lead · Daniel · Woburn · AC running, not cooling · Available to talk

03 / UNDERSTAND THE NEED During the call

Listen for what matters.

Daniel

A bit of both. Upstairs is really hot. My mum’s staying with us, so I’d like someone out soon.

Your voice agent

Understood. Any burning smell, smoke, or water near the electrics?

Daniel

No, nothing like that. We’ve got a portable unit downstairs, so we’re okay for now.

The service agent captures urgency and context. The supervisor checks whether escalation is needed.

AI TEAM AT THIS MOMENT

Urgency is understood in context.

Supervisor Voice · Asks & listens Domain Specialist · Assesses the request

CUSTOMER SYSTEMS

Service playbookCRM

No immediate hazard reported. Cooling problem and household context are preserved for the team.

SHARED CONTEXT

Daniel · Woburn · AC running, not cooling · Portable cooling available · No hazard reported

04 / FIND THE RIGHT RECORD During the call

Connect the details, quietly.

Your voice agent

What’s the address for the visit?

Daniel

18 Cedar Lane, Woburn. You came out last spring, actually.

Your voice agent

I’ve found that visit. Is this still your home?

Daniel

Yes. Same system, too.

The same address and service history become available to every agent that needs them.

AI TEAM AT THIS MOMENT

The team finds the service history.

Supervisor Voice · Confirms the property Identity & Authority · Matches the address Domain Specialist · Retrieves history

CUSTOMER SYSTEMS

CRMService territoryService history

The property is in the service area. Last spring’s service record is attached to this request.

SHARED CONTEXT

Daniel · homeowner · 18 Cedar Lane, Woburn · Previous visit matched · Service area eligible

05 / A QUESTION CHANGES THE FLOW During the call

“Hang on—what will it cost?”

Your voice agent

Let me look at when we can—

Daniel

Sorry, before that… what does it cost just to come out?

Your voice agent

The diagnostic visit is $129. If it needs a repair, the technician will explain the price before doing any work.

Daniel

Okay, that’s fine. What have you got tomorrow?

Daniel interrupts. The voice agent stops, gets the answer, then returns to scheduling with the context intact.

AI TEAM AT THIS MOMENT

Pricing joins without a handoff.

Supervisor Voice · Handles interruption Policy · Checks approved fee

CUSTOMER SYSTEMS

Pricing catalogService policy

$129 diagnostic visit. Repair pricing follows inspection; no repair estimate is invented.

SHARED CONTEXT

18 Cedar Lane, Woburn · $129 diagnostic fee · Repair price after inspection · Looking for tomorrow

06 / FIND A TIME During the call

Plans change. The team keeps up.

Your voice agent

Tomorrow I can see 10 to noon, or 2 to 4. Would either work?

Daniel

Morning should… actually, I have to pick my mum up. Let’s do 2 to 4.

Your voice agent

Two to four. Is there anything the technician should know about getting to the unit?

Daniel

It’s behind a locked side gate. I’ll be there to open it.

The afternoon preference replaces the earlier thought. Access instructions travel with the booking.

AI TEAM AT THIS MOMENT

Availability meets real life.

Supervisor Voice · Clarifies the choice Domain Specialist · Saves access notes Transaction · Reads availability

CUSTOMER SYSTEMS

SchedulingCRM

Tomorrow, 2–4 pm is selected. The locked-gate note is ready for the work order.

SHARED CONTEXT

18 Cedar Lane, Woburn · Tomorrow · 2–4 pm · $129 diagnostic fee · Locked gate · Daniel opens

07 / CONFIRM THE DETAILS During the call

One clear check before booking.

Your voice agent

So, tomorrow between 2 and 4 at 18 Cedar Lane, with the $129 diagnostic fee. Shall I book that?

Daniel

Yes, please. Can you text me the details on this number?

Your voice agent

Of course. I’ll put the gate note in for the technician, too.

The customer confirms the appointment details and requests a text. The team can now act.

AI TEAM AT THIS MOMENT

Customer confirmation unlocks action.

Supervisor Voice · Reads back details Transaction · Prepares the booking Communications · Captures text request

CUSTOMER SYSTEMS

SchedulingCRMMessaging

The chosen window, address and fee are confirmed; SMS is requested to the current number.

SHARED CONTEXT

18 Cedar Lane, Woburn · Tomorrow · 2–4 pm · Fee confirmed · $129 · Confirmation by text

08 / COMPLETE THE BOOKING While the call continues

A promise backed by a system result.

Your voice agent

Just a moment while that goes through.

Your voice agent

You’re booked for tomorrow, 2 to 4. The technician will take a look and discuss any repair with you first.

“You’re booked” comes only after the scheduling system returns a confirmed appointment.

AI TEAM AT THIS MOMENT

The booking is verified.

Supervisor Voice · Confirms the result Domain Specialist · Attaches service notes Transaction · Verifies the booking

CUSTOMER SYSTEMS

SchedulingWork ordersCRM

HVAC-48216 confirmed for tomorrow, 2–4 pm. Symptoms and gate instructions are saved.

SHARED CONTEXT

HVAC-48216 · confirmed · Tomorrow · 2–4 pm · Gate note saved · Technician not assigned

09 / CLOSE THE CONVERSATION End of call

Finish like a helpful person would.

Daniel

Perfect. They’ll call when they’re on the way, right?

Your voice agent

Yes, that’s part of our arrival process. I’ve also noted that you’ll open the gate. Anything else before I let you go?

Daniel

No, that’s everything. Thanks.

Your voice agent

You’re welcome, Daniel. We’ll see you tomorrow.

The arrival-process answer comes from the company’s approved policy. The call ends; follow-up continues.

AI TEAM AT THIS MOMENT

The next team gets the full picture.

Supervisor Voice · Closes the call Domain Specialist · Finalizes the summary Policy · Applies configured rules Communications · Prepares confirmation

CUSTOMER SYSTEMS

Service policyWork ordersCRM

The request, agreed fee, arrival window and gate note are preserved for dispatch.

SHARED CONTEXT

HVAC-48216 · confirmed · Call summary saved · SMS pending · Dispatch owns assignment

10 / AFTER THE CALL Follow-up in progress

If a follow-up fails, it stays owned.

A TEMPORARY DELIVERY ISSUE

The first confirmation text is not delivered. The booking is still confirmed.

  • Messaging returns a temporary failure
  • Recovery agent schedules an allowed retry
  • Appointment remains unchanged

A failed text does not become a lost lead. Recovery works from the same booking and contact context.

AI TEAM AT THIS MOMENT

Recovery picks up the unfinished task.

Supervisor Communications · Checks delivery Recovery · Retries the message

CUSTOMER SYSTEMS

MessagingCRM

The SMS attempt failed temporarily. Recovery retries the confirmation; the appointment is not duplicated.

SHARED CONTEXT

HVAC-48216 · confirmed · SMS not yet delivered · Retry pending · Booking unchanged

11 / FOLLOW-THROUGH VERIFIED After the retry

The details reach Daniel.

CONFIRMATION TEXT · DELIVERED

You’re booked, Daniel.

Cedar Home Services

Tomorrow · 2–4 pm arrival

18 Cedar Lane, Woburn

Diagnostic visit: $129

We’ve noted the locked side gate.

Reference HVAC-48216
Repair pricing will be discussed after inspection.

Delivery is checked separately from booking. The CRM records both outcomes and keeps the original lead source.

AI TEAM AT THIS MOMENT

The loop closes across your systems.

Supervisor Transaction · Checks booking state Communications · Verifies delivery Outcome · Writes the outcome

CUSTOMER SYSTEMS

MessagingCRMAttribution

The confirmation text is delivered. CRM status is “Appointment booked,” with Google Ads attribution retained.

SHARED CONTEXT

HVAC-48216 · confirmed · SMS delivered · CRM updated · Google Ads source retained

12 / A CLEAR NEXT STEP Journey complete

Nothing important disappears at goodbye.

SERVICE OUTCOME · FULLY RECONCILED

The confirmed visit is assigned, completed, approved, repaired and verified with Daniel.

  • Priya assigned and attended in the confirmed window
  • Daniel approved the capacitor repair after diagnosis
  • Repair tested · cooling restored · completion text delivered

The final outcome includes the field work rather than stopping at a booked appointment. Human repair approval is a completed, recorded in-flow step.

AI TEAM AT THIS MOMENT

Every commitment is complete.

Supervisor Transaction · Reconciles field completion Communications · Delivers completion Outcome · Closes the outcome

CUSTOMER SYSTEMS

CRMWork ordersTechnician appMessaging

HVAC-48216 is closed after dispatch acceptance, attendance, Daniel’s recorded repair approval, a passed cooling test, customer confirmation and delivered completion message.

SHARED CONTEXT

HVAC-48216 · closed · Priya · visit completed · Cooling restored · Daniel confirmed · Completion SMS delivered

THE CALL STARTS IT. THE PLATFORM FINISHES IT.

A booked visit carried through to verified service completion.

Customer has clarity

Tomorrow, 2–4 pm. The $129 diagnostic fee explained. Confirmation text delivered.

Your systems agree

Booking verified, lead updated, access notes saved, and the Google Ads source retained.

The service is finished

Priya attended, Daniel approved the diagnosed repair, cooling was restored and the completion message was delivered.

Actions depend on connected systems, permissions and configured platform capabilities.

01 / 12
Who We Are

The Team Behind rundesk360

Complementary perspectives — voice at scale, enterprise operations, and customer impact — building one platform together.

Vinay Krishna
The Voice

Vinay Krishna

Vinay led speech products for the Indian market at Microsoft, including the first ASR and TTS models for Indian languages and Azure Speech deployment for Jio, India’s leading telecom provider. That foundation gives him firsthand expertise in the realities that determine whether voice AI works at scale. At Rajneethi, a reputed premium political consulting brand operating in multiple countries, he took a services firm to 90% software revenue and 80× growth in five years, with recent work focused on agents that act—not simply models that talk.

Sawad Thotathil
The Mind

Sawad Thotathil

Sawad Thotathil, MD, MS, MHM, is a technology founder and experienced operator who transforms complex operational problems into scalable products and businesses. His background spans enterprise technology, AI-enabled service, entrepreneurship, and scaling programs across technology implementations and operations.

Anit Parikh
The Muscle

Anit Parikh

Anit is a global tech executive with over 30 years of experience scaling high-growth businesses. His leadership background includes serving as Managing Director at Slalom, founding PwC’s Salesforce Pharma and Life Sciences practice, and overseeing professional services as a Regional Director at Salesforce.