Back to Tech case studies
Tech

How Spark Tech Works Gets Urgent Callers to the Right Engineer

Support calls came in at all hours, and each one had to be sorted by urgency before an engineer could help.

24/7
support intake
Live
warm transfer
Auto
routing by urgency
Spark Tech Works
Spark Tech Works
Company

Spark Tech Works provides technical support through specialist engineering teams. Served through HeroFlow.

Industry

IT support

Read time

2 min read

AI employees

Voice Rep

Delivered through
HeroFlow
Published

By

The InstantReply.ai team

The Challenge

What Spark Tech Works was up against

Callers reached Spark Tech Works with problems of every size, at every hour. Someone had to work out how urgent each one was and which engineering team should take it before anyone could actually help.

The Approach

What InstantReply.ai built

InstantReply.ai built a voice agent, delivered through HeroFlow, that runs support intake, judges urgency, picks the right engineering team and warm-transfers the caller to a live engineer.

Answers every support call and captures the problem

Works out how urgent the issue is

Picks the right engineering team for the problem

Warm-transfers the caller to a live engineer, with the context passed along

  1. Comes inSupport call
  2. AI employeeAI voice intake
  3. OutcomeWarm transfer
  4. Lands inRight engineer
The Results

What changed

Callers reach the right engineer without being bounced around

Urgent issues get to a person first

Engineers start every call already knowing the problem

Want results like this?

Hear the AI answer a lead the way it would for your business, then decide.

Hear it answer