AI Voice Agent that frees 30% of sales time — with a path to 2× conversion

The problem:

CitySupply receives inbound calls from customers asking about products across a large inventory. In a competitive market, callers expect fast, confident answers. But the inbound flow was full of friction:

• •reps had to check inventory mid-call
• •many questions required escalation or forwarding
• •callers often got delayed responses or bounced between people

Their current approach:

• •inbound calls handled manually
• •rep looks up inventory in Salesforce
• •escalate or forward calls depending on the inquiry
• •follow-up logged inconsistently (because it's hard to do while on the phone)

The consequences:

• •Lost leads (callers go to a competitor if quoting is slow)
• •Slow quoting and slow answers
• •Time spent on low-value inquiries, instead of upsells, renewals, and large deals
• •Operational drag: too much switching between calls, Salesforce, and internal handoffs

The goal wasn't "replace sales." The goal was: answer instantly, qualify correctly, and route cleanly — while keeping Salesforce up to date automatically.

Here's the path we took:

1. Build a voice agent that can handle inbound calls end-to-end

We implemented a natural voice experience that can:

• •greet callers and capture intent
• •ask key qualification questions
• •identify whether the caller is new or existing
• •keep the conversation moving without holds or awkward pauses

2. Add a triage layer so every call gets routed correctly

At the core is a triage agent that classifies the request in real time:

• •inventory/product availability requests
• •pricing/quote requests
• •order status / existing customer support
• •company info (office hours, specialties, adjacent services)
• •"needs a human" scenarios (complex deals, exceptions, edge cases)

Then it decides: Can the agent handle this autonomously? Or should it route to a person — and which person?

3. Connect the agent to Salesforce for live inventory checks and lead capture

The voice agent can:

• •search inventory / product records
• •answer availability questions immediately
• •capture caller details and context
• •create/update leads in Salesforce
• •log call summaries and next steps for follow-up

So sales doesn't have to choose between "help the caller" and "update the CRM." It just happens.

4. Automate handoffs so humans only get the calls worth taking

When a call needs escalation, the agent forwards it:

• •to the right team member based on query type
• •with context already collected (who they are, what they want, what was checked)
• •with Salesforce updated so follow-up is clean and fast

This removes the "transfer + repeat yourself" experience that kills conversion.