From Missed Calls to 24/7 Support
Roof Maker Voice AI
AI-powered voice assistant delivering 24/7 customer support for premium rooflights, handling technical troubleshooting, product enquiries, and automated ticket creation with human-like conversation.
Book a Case WalkthroughRoof Maker, a UK manufacturer of premium rooflights and skylights, faced growing customer support demands. Their team struggled to handle technical enquiries, troubleshooting requests, and sales questions outside business hours, leading to missed opportunities and frustrated customers.
The Challenge
The support team couldn't scale to meet demand, with after-hours calls going unanswered and routine enquiries consuming valuable specialist time.
- Support calls going unanswered outside business hours resulting in lost sales opportunities
- Technical specialists spending excessive time on routine product and warranty enquiries
- Inconsistent ticket creation and data capture affecting CRM quality
- No way to detect urgent issues like leaks requiring immediate escalation
- Manual processes for logging calls and following up with customers
Our Solution
Softblues built a sophisticated AI voice assistant powered by 8 specialised agents that handles natural phone conversations, diagnoses technical issues, answers product questions, creates HubSpot tickets automatically, and intelligently escalates urgent matters to human staff—all with human-like dialogue quality.
- Natural voice dialogue with real-time speech recognition and realistic audio responses
- Technical troubleshooting agent that diagnoses rooflight issues and provides guidance
- Automated HubSpot ticket creation with structured data validation
- Intelligent escalation detection based on emotion, urgency keywords, and issue complexity
- Seamless handoff to live agents during business hours with full context transfer
Built with Enterprise-Grade Technology
Goals and Objectives
The client came to us with clear objectives to transform their operations.
Enable 24/7 Support
Provide round-the-clock customer assistance without hiring additional staff for night and weekend coverage
Automate Routine Enquiries
Handle product information, warranty questions, and basic troubleshooting automatically to free specialist time
Improve Ticket Quality
Capture structured customer data consistently with validation to ensure high-quality CRM records
Smart Escalation
Detect urgent issues like leaks or emotional distress and route to human agents immediately
Seamless Integration
Connect with existing phone system and HubSpot CRM without disrupting current workflows
See the Platform in Action
From intake to completion, explore how the solution transforms operations.
Specialised AI Agents
Eight purpose-built AI agents work together to handle every aspect of customer interaction. From conversation management and technical support to ticket creation and escalation detection—each agent specialises in a specific function while sharing context seamlessly.
Voice Agent Architecture
Complete call flow from customer voice input through speech recognition, intent classification, and response generation. The system integrates with Aircall for telephony, HubSpot for CRM, and includes real-time escalation logic based on business hours and issue urgency.
How It All Works Together
Voice Processing Layer
Aircall cloud phone system captures audio, Deepgram Nova 3 converts speech to text with high accuracy, and ElevenLabs Flash v2 synthesises natural-sounding responses back to callers.
Decision Logic Layer
GPT-4.1-mini powers intent recognition and conversation management, classifying calls into info requests, technical problems, or complex issues requiring escalation based on emotional tone and urgency keywords.
Specialised Agent Network
Eight AI agents handle distinct functions: conversation flow, technical support, information delivery, ticket creation, escalation detection, classification, data collection, and follow-up communications.
Integration & Monitoring Layer
HubSpot receives tickets and customer data, Airtable stores conversation summaries, and Langfuse logs all interactions for quality assurance and analytics dashboards.
Value and Impact Delivered
Measurable improvements across every dimension of operations.
24/7 Availability
Voice-based customer assistance available round the clock without additional staffing costs.
Instant Response
Customers receive immediate responses with natural conversation flow and under 2-second latency.
Reduced Workload
Automated handling of routine enquiries frees technical specialists for complex cases.
Speech Accuracy
High-accuracy speech recognition ensures reliable understanding of customer requests.
Smart Escalation
Emotion and urgency detection ensures critical issues reach human agents immediately.
Data Quality
Structured validation ensures consistent, complete ticket data in HubSpot CRM.
Ready to Transform Your Manufacturing Operations?
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