Executive Summary
Organizing technician appointments for telecommunications infrastructure projects requires a high volume of outbound calls, ongoing coordination and immediate access to installation crews’ availability.
Thiseas Technical Services used a Voice Logica Outbound AI Voice Agent to automate customer calls for scheduling, confirming and rescheduling FTTH technician appointments.
In live operation, the Agent made 20,438 outbound calls, helped confirm 2,913 technician appointments and completed 99.5% of conversations without human intervention.
The Challenge
Thiseas Technical Services manages a large number of technician appointments for telecommunications infrastructure installations.
The process requires many outbound phone calls every day for:
- Scheduling new appointments
- Confirming scheduled visits
- Changing appointment dates or times
- Rescheduling missed or canceled appointments
- Making repeated contact attempts when customers do not answer
Each call must also take into account the crews’ actual availability and open time slots.
Managing this process manually required significant time and continuous team coordination.
The Solution
Voice Logica implemented a fully customized Outbound AI Voice Agent for Thiseas, designed specifically for scheduling technician appointments.
The Agent automatically makes outbound calls and speaks with customers in natural language, following the rules defined for the process.
By connecting with the technician crews’ actual schedules, it can:
- Inform customers about scheduled appointments
- Suggest available dates and times
- Confirm appointments
- Make changes or reschedule appointments
- Record the outcome of each interaction
- Initiate another contact attempt when required
The integration with the operational system allows the Agent to use actual availability data rather than static or predefined time slots.
Real-Time Capacity Management
A key element of the implementation is the connection between the AI Voice Agent and the technician crews’ actual capacity.
The Agent can check open time slots and offer customers only options that are genuinely available.
When an appointment is confirmed or changed, the process is updated according to the workflow defined by the business.
This keeps telephone scheduling aligned with actual operational capacity.
Intelligent Follow-Up and Repeat Contact Attempts
The process does not stop when a customer misses the first call.
The AI Voice Agent can follow predefined follow-up rules and initiate another contact attempt at a different time.
Depending on the workflow, it can also:
- Make repeat calls
- Schedule a callback
- Send a relevant update by SMS
- Record unsuccessful contact attempts
- Stop further attempts once the desired outcome has been achieved
This reduces the need to manually track every outstanding customer interaction.
How It Works in Practice
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1. The Agent Makes the Call
The AI Voice Agent automatically contacts the customer according to the scheduled call flow.
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2. It Confirms What the Customer Needs
It provides information about the technician appointment and understands whether the customer wants to confirm or change it.
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3. It Checks Availability
It retrieves available time slots from the connected system.
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4. It Completes the Scheduling Process
It records the confirmed or new appointment according to business rules.
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5. It Initiates the Next Step
If the customer does not answer or the interaction is not completed, the predefined follow-up rule is applied.
Beyond Appointment Scheduling
Phone conversations also generate data that can support better operational planning.
Thiseas can gain visibility into:
- The most common reasons for changes or cancellations
- The number of contact attempts required
- Appointment confirmation rates
- The times when customers are most responsive
- Available and utilized crew capacity
The AI Voice Agent therefore serves as both a telephone automation tool and a source of data for improving the overall process.
Business Impact
20,438 Outbound Calls
Made by the Outbound AI Voice Agent in live operation.
2,913 Confirmed Technician Appointments
The Agent supported the telephone process for scheduling and confirming installations.
42.2% Appointment Confirmation Rate
Conversations resulted in confirmed appointments at this rate, according to the available implementation data.
58.5% Successful Conversation Outcomes
Conversations achieved the desired business outcome at this rate, according to the rules defined for the process.
99.5% Without Human Intervention
The vast majority of conversations were completed without requiring a human representative.
195 Hours of Phone Communication
The Agent handled a substantial total volume of telephone time.
85-second Average Conversation Duration
Calls involved actual interaction to confirm, change or schedule appointments.
Operational Benefits
Automating outbound communications allows Thiseas to handle increased call volumes with less need for manual tracking.
The team can focus more on cases that require human intervention, while the AI Voice Agent handles repetitive call flows.
The connection with crew availability also helps maintain a more consistent scheduling process.
Conclusion
Implementing the Outbound AI Voice Agent enabled Thiseas Technical Services to automate a large part of its telephone process for scheduling technician appointments.
With more than 20,000 outbound calls, 2,913 confirmed appointments and 99.5% of conversations completed without human intervention, the Agent supports FTTH installation scheduling, confirmation and rescheduling at scale.
Conversation data also gives the business a clearer picture of crew availability, unsuccessful contact attempts and the reasons for changes or cancellations.