Customer service automation
Routine questions, account updates, order status, and changes get resolved instantly, at any hour. Complex or sensitive issues go to your team with the full history attached.
ReplacesTicket backlogs, after hours voicemail
Lab378 home
Service AI
Replace your IVR with an AI voice agent customers simply talk to.
No more "press 1 for sales." Lab378 service AI answers every call and message in natural conversation, resolves routine requests end to end, and hands complex cases to your team with the full history attached. Around the clock, on every channel.
Voice
One call, fully handled
Here is what a single inbound call looks like when the AI voice agent picks up.
AI voice agents
Inbound call handling with AI voice agents
Replace "press 1 for sales" with a voice agent callers simply talk to. It understands what each person needs in their own words, then answers, books, resolves, or routes the call, around the clock and with no hold queue.
- Natural speech instead of keypad menus, including interruptions and changes of mind
- Resolves routine calls end to end: bookings, order status, account changes
- Warm transfer to your team with the transcript, intent, and account details already on screen
- Phased migration from your existing IVR, one call type at a time, on your current phone lines
ReplacesIVR phone trees, hold queues, missed calls, overflow call centres
CallerHi, I need to move my delivery to Friday, and I have a question about my last invoice.
AI voice agentNo problem. I can see your order from Tuesday. Friday morning or afternoon?
CallerMorning, please.
AI voice agentDone, it is booked for Friday morning. For the invoice, I will connect you with accounts now and pass on everything we have covered.
- 01Caller identified from CRM
- 02Delivery rescheduled in order system
- 03Warm transfer to accounts with full summary
How we replace an IVR
A phased migration, not a risky cutover
We prove each call type before moving the next, on the phone lines you already have.
Step 01
Map your call types
We analyse why people call and which requests can be fully resolved by AI.
Step 02
Start with the routine
The voice agent takes the highest volume, lowest risk calls first, alongside your existing menu.
Step 03
Expand call type by call type
Each new type moves over once it is performing, with warm transfer as the safety net.
Step 04
Monitor and improve
Every call is measured and reviewed, so performance holds month after month.
Beyond the phone
Customer service on every channel
Scheduling and appointments
Customers book, confirm, reschedule, and cancel in conversation. Reminders go out automatically on the channel each person prefers, so fewer appointments are missed.
ReplacesPhone tag, booking forms, missed appointments
Omnichannel by design
One AI, one memory, every channel.
For decades, people have adapted to software: screens, menus, form fields. We flip that. Our AI meets people in speech and text, the way they already talk to each other, on whichever channel each person prefers. Every conversation lands in the same record, so nobody repeats themselves.
Voice
Inbound and outbound calls handled in natural conversation.
SMS
Fast two way texting for confirmations, updates, and follow up.
Inbox triage and detailed replies, drafted or sent automatically.
Web chat
Live answers and bookings on your website, day and night.
Can an AI voice agent replace an IVR?
Yes. An AI voice agent lets callers say what they need in their own words instead of pressing keys in a menu. It answers, books, resolves, or routes the call, and hands complex calls to a person with the transcript and context attached.
Do we need new phone lines?
No. Lab378 voice agents run on the phone lines you already have, and we migrate from your existing IVR one call type at a time.
What happens when the AI cannot resolve a call?
It makes a warm transfer to your team, passing the transcript, the caller's intent, and their account details, so the caller never has to repeat themselves.
Which channels does service AI cover?
Voice, SMS, email, and web chat. All channels share one memory, so a customer can call, get a text confirmation, and reply by email later without starting over.
Start a project
Have a system in mind? Let's talk about what it takes to run it for real.
Tell us what you want to build. We will come back with honest questions, a view on architecture, and next steps.