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Overview

TopCalls enables customer support with AI agents that handle common inquiries, troubleshoot issues, and escalate complex problems to human agents when needed.

Always Available

Support customers anytime. No more “business hours only” limitations.

Instant Response

Customers get immediate answers. No waiting on hold or for email responses.

Scalable

Handle more inquiries simultaneously without growing your support team.

Smart Escalation

AI handles common issues, humans handle complex problems. Clean handoffs every time.

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How It Works

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1. Customer Calls

Customer calls your support number. AI agent answers immediately.
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2. Identify Issue

AI listens to the customer’s problem and identifies the issue type.
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3. Provide Solution

AI provides solutions from its knowledge base or troubleshoots step-by-step.
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4. Escalate if Needed

If the issue is too complex, AI transfers to a human agent with full context.
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5. Follow Up

After resolution, AI can follow up to confirm the issue is resolved.

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Example Implementation

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Create a Support Agent

{
  "phone_number": "+14155551234",
  "instructions": "You are a customer support agent. Your goal is to help customers with their questions and issues. Be friendly, patient, and solution-oriented. Use the knowledge base to answer questions accurately. If you can't solve the issue, let the customer know you'll escalate to a specialist. Always confirm the issue is resolved before ending the call.",
  "first_sentence": "Hi, thanks for calling. How can I help you today?",
  "voice": "alloy",
  "mode": "realtime",
  "knowledge_base_ids": ["kb_support_123"],
  "webhook_url": "https://your-app.com/webhooks/support"
}

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Handle Support Webhooks

app.post('/webhooks/support', async (req, res) => {
  res.status(200).json({ received: true });

  const call = req.body;

  await supportSystem.logInteraction({
    customerPhone: call.phone_number,
    issue: call.call_summary,
    resolved: call.call_summary.includes('resolved'),
    duration: call.duration,
    transcript: call.transcript,
    recordingUrl: call.recording_url
  });

  if (!call.call_summary.includes('resolved')) {
    await sendFollowUpEmail(call.phone_number, call.call_summary);
  }
});

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Common Support Scenarios

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Account Issues

  • Password resets
  • Account access problems
  • Billing questions
  • Subscription changes

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Product Questions

  • Feature usage
  • Troubleshooting
  • Setup assistance

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Order Support

  • Order status
  • Shipping questions
  • Returns and refunds

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Best Practices

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Do This

  • Build a knowledge base: Cover all common issues in your knowledge base
  • Define escalation criteria: Set clear rules for when to transfer to humans
  • Friendly tone: Be patient and empathetic
  • Confirm resolution: Always verify the issue is solved before ending the call
  • Follow up: Send email summaries for complex issues
  • Track metrics: Monitor resolution rates and escalation rates

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Avoid This

  • Over-promise: Don’t promise things you can’t deliver
  • Skip escalation: Transfer complex issues to humans
  • Rush: Take time to understand the problem fully
  • Ignore context: Use customer account data when available

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Next Steps

Knowledge Bases

Create knowledge bases for your support agents.

Function Calling

Integrate with your support systems and CRM.