Overview
Fulltime - AI Receptionist is a phone call management solution developed in partnership with Fulltime and integrated with ProgressionLIVE.
Designed for field service companies, particularly in the HVAC, plumbing, and electrical sectors, this solution uses artificial intelligence to answer incoming calls, gather customer information, and facilitate the processing of requests.
Features
The Fulltime AI Receptionist can:
Answer calls 24 hours a day, 7 days a week
Handle calls received outside of business hours
Ask questions tailored to the company's activities
Collect information provided by customers
Automatically generate a summary of each call
Handle multiple calls simultaneously with no hold time
How it works
Setting up the assistant
When the service is activated, a 14-day onboarding period is provided to train and adapt the assistant to the company's needs.
During this period:
Use of the assistant is unlimited
Fulltime analyzes the company's website to create an initial knowledge base
Information is gathered about the company's activities, such as:
Services offered
Emergency situations handled
Number of technicians
Service departments or divisions (HVAC, plumbing, electrical, etc.)
The company can make test calls and provide feedback to improve the assistant's responses
Call handling
When a call is received, the assistant can:
Respond to the customer and gather relevant information
Identify urgent situations based on established criteria
Produce a detailed call summary
Recognize an existing customer by their phone number
Access the history of interventions associated with the customer when available
Integration with ProgressionLIVE
The integration between Fulltime and ProgressionLIVE allows certain request-handling steps to be automated.
Depending on the chosen configuration, the AI Receptionist can:
Automatically create a service call in ProgressionLIVE
Associate the request with the right technician or team
Update certain dispatch statuses
Trigger actions only in specific situations, such as for emergency calls
The available automations depend on the configuration set up during the integration.
Plan included with Progression
Customers subscribed to Pro and Premium plans automatically benefit from the Fulltime base plan.
The plan includes:
80 minutes of AI calls per month, approximately 25 to 40 calls
Installation and configuration of the Fulltime assistant
14 days of unlimited use during the onboarding phase
Get more information or activate the module
To get more details on how Fulltime - AI Receptionist works or to request module activation, contact our team at serviceclient@progressionlive.com.
FAQ
Will callers know they are talking to an artificial intelligence? The assistant can indicate that it is an artificial intelligence when asked directly.
Many companies also choose to personalize the assistant by giving it a name and identity to provide a more natural experience for callers.
What happens if the AI doesn't know the answer? The assistant relies on its knowledge base to answer callers' questions.
If the requested information is not available, it will not generate an approximate response. Depending on the configuration in place, it can:
Transfer the call to a team member
Take a message
Collect the necessary information for a follow-up
This way, callers always receive appropriate handling.
Can the AI make mistakes? Like any tool, the quality of responses depends on the information provided to it. It is recommended to keep the knowledge base up to date to ensure accurate responses that accurately represent your company.
Is my data secure? Calls and associated data are stored securely. Fulltime applies security practices that comply with industry standards. It is also possible to view and delete call recordings as needed.
Do I need technical knowledge to use Fulltime? No. The platform has been designed to be easy to use and accessible to business owners and staff members alike, without requiring any particular technical expertise.
How can I update the information used by the AI? Information about your company and services can be updated directly in your knowledge base. For response sequences or certain more advanced assistant configurations, it may be necessary to contact the configuration team.
How can I disable overage charges? Overage charges can be enabled or disabled from the following locations:
From the dashboard
Hover over the Minutes Used section.
Enable or disable the overage option.
From the Billing section
Go to the Billing section.
Locate the Allow Overage option under Current Usage.
Enable or disable this option as needed.
Important: When overages are disabled, the assistant will no longer be able to answer calls once all the minutes included in your plan have been used for the current billing period.