VOICEBusiness basics
Legal/business name, trading identity, website, main numbers, opening hours and locations.
FROM YOUR PROCESS TO A WORKING VOICE SERVICE
We build around how your organisation actually handles calls.
Onboarding is where we turn your real call reasons, knowledge, systems and human responsibilities into a controlled Voice workflow. We do not publish a fixed build-time promise until the scope and integrations are understood.
THE CUSTOMER JOURNEY
Five stages, with approval before live use.
01
Discover
Understand your calls, teams, systems, risks and what success should look like.
02
Build
Configure greeting, knowledge, call journeys, actions, boundaries and human routes.
03
Evaluate
Test routine, unusual, failure and sensitive scenarios with your team.
04
Approve & launch
Only approved journeys and verified connections move into live use.
05
Learn
Review outcomes and refine scripts, FAQs, routes and escalation based on real demand.
WHAT WE NEED FROM YOU
Enough information to build the service properly.
Call reasons
The most common reasons people phone and what should happen for each one.
Approved knowledge
FAQs, service information, opening rules and the things ARIA may explain confidently.
Human contacts
Teams, numbers and email routes for routine handover, urgent issues and exceptions.
Systems
Calendars, CRM, email, SMS, telephony and specialist tools that may need connecting.
Boundaries
What ARIA must never decide, promise, approve or complete without a person.
BUILD
Map the real journey before writing the script.
We start with why people call, what your team currently does next, which steps are repeatable and which require judgement. Then the conversation is designed around that process.
Greeting & identity
How ARIA introduces the organisation and its role.
Questions
The minimum approved information needed to move each journey forward.
Actions
Route, capture, book, notify, task or record — only where appropriate and verified.
Fallbacks
What happens when ARIA cannot understand, a system is unavailable or the caller goes outside scope.
VISUAL MAP
EVALUATE
Test what happens when the conversation is not perfect.
A happy-path demo is not enough. Evaluation should include normal calls, incomplete information, unusual requests, misunderstood answers, unavailable integrations and any sensitive scenarios relevant to the deployment.
Normal scenarios
Do the common call journeys reach the intended outcome?
Edge cases
Does ARIA clarify or hand over when information is ambiguous?
Failure behaviour
Does the system avoid claiming an action succeeded when a connection fails?
Human escalation
Do the right people receive the right context when a threshold is reached?
Tone & transparency
Does the assistant sound professional without misleading callers about its role?
Customer approval
The customer reviews the journey before it is represented as ready for live use.
GO-LIVE
Only verified parts of the workflow go live.
A customer may begin with a smaller approved call flow and add more integrations later. The aim is a controlled launch, not claiming that every possible feature is active from day one.
Telephony checked
The number routing or call path has been confirmed for the selected deployment.
Connections checked
Permissions, fields and failure behaviour have been tested for each active integration.
People ready
Human recipients know what they will receive and what actions remain their responsibility.
WHAT YOU RECEIVE
A configured service and a clear operating model.
Approved call journeys
A defined set of reasons, questions, actions, limits and handovers for the deployment.
Knowledge configuration
The agreed business information and FAQs ARIA is allowed to use.
Human escalation map
Who receives routine, exceptional, sensitive and urgent handovers.
Verified integrations list
A distinction between what is active, what is not connected and what may be considered later.
COMMON QUESTIONS
Before onboarding starts.
How long does setup take?
The actual timeframe depends on the number of call journeys, integrations, telephony setup, customer access and testing. We confirm it after scoping rather than publishing an unsupported blanket promise.
Do I need to tidy everything first?
No. We need accurate information and access to the people who understand the process. Part of onboarding is turning that knowledge into a structured call journey.
Can we add workflows later?
Yes. A deployment can start with one useful problem and expand as additional journeys and integrations are approved and tested.
Do you need my passwords?
Do not put passwords or API secrets into a general onboarding form. Where technical access is required, it should be provided through an appropriate secure connection or credential process.
Start with the calls you most want to stop handling manually.
Tell us what rings, what happens next and where a person still needs to own the decision.