Custom-Development of the AI Call Flow Agent to automate and streamline the "Call Flow" process currently completed manually by UGS Project Managers. This agent will handle all post-onboarding "Call Flow" setup calls, asking every configuration and provisioning question outlined in the official UGS Call Flow Form, automatically generating a completed PDF report once the call ends.
This solution replaces repetitive manual calls made by PMs, delivering an 80–100% reduction in operational workload, while ensuring accuracy, consistency, and compliance.
What we'll do (Phase 1):
Build an AI voice agent that automatically calls new customers for Call Flow setup.
Ask and capture all questions from the official UGS Call Flow form (General Setup, Advanced Provisioning, Miscellaneous, and Training).
Generate and email a completed PDF summary with all responses filled in.
Store the generated PDF and call data in Zoho (or equivalent system).
Implement TCPA-compliant scheduling and consent collection for all outbound calls.
Expected Outcomes:
Eliminate manual PM involvement in Call Flow calls.
Reduce operational time and cost by 80–100%.
Maintain consistent data collection and configuration accuracy.
Deliver a more professional, efficient customer experience.
Return On Investment
80-100%
Workload Reduction
Reduction of project manager "Call Flow" workload by 80–100%.
Consistent, compliant, and auditable configuration process.
Automated PDF and CRM updates reduce manual admin.
Table of Contents
Goals & Current Context
Scope of Work (Call Flow Agent)
Solution Design
Integrations & Data
Call Flow Questions (from UGS Call Flow Form)
Implementation Plan & Timeline
Pricing & Terms
AI Usage & Billing
TCPA Compliance & Scheduling
Support & SLA
Assumptions, Risks & Mitigations
Next Steps
1) Goals & Current Context
Your goals (from discovery):
Replace manual "Call Flow" calls handled by PMs.
Automate collection of setup data for new clients post-installation.
Generate configuration PDFs automatically and store them internally.
Free up PM resources to focus on higher-level deployment tasks.
Today:
PMs manually call customers to complete Call Flow setup.
Calls average ~10 minutes each, totaling 200–250 calls per month.
Data entry and document creation are manual and inconsistent.
Objective: Deploy an AI voice agent to conduct Call Flow setup calls, ask all configuration questions, generate a PDF summary automatically, and log data in Zoho, fully automating the process.
2) Scope of Work (Call Flow Agent)
In-scope (Phase 1):
AI Voice Agent
AI voice agent to conduct post-onboarding "Call Flow" setup calls.
Conversational Flow
Conversational flow using all questions from the official UGS Call Flow form.
Auto-Generated PDF
Auto-generated PDF report with all customer responses filled out.
Zoho Integration
Zoho Desk/CRM integration for data storage and PDF filing.
TCPA Compliance
TCPA-compliant scheduling and consent capture via a UGS-branded calendar.
3) Solution Design (High Level)
Channels:
Outbound phone (scheduled callbacks via TCPA-compliant opt-ins).
AI Core:
Voice-enabled AI with structured, retrieval-augmented flow aligned to the Call Flow form.
Context retention for sequential configuration questions.
Ask each configuration question as outlined in the Call Flow Form.
Generate a completed PDF document automatically after each call.
Push call data and completed form to Zoho.
Handle clarifications or missing data dynamically.
Flag incomplete or ambiguous responses for manual follow-up.
4) Integrations & Data
Zoho Desk/CRM
Store completed Call Flow data and PDF documents under customer records.
Update project status (e.g., "Call Flow Completed").
PDF Generation
AI will populate a dynamic template mirroring the official UGS Call Flow Form.
PDF automatically titled: UGS_CallFlow_[BusinessName]_[YYYY-MM-DD].pdf
Calendar Integration (Compliance)
UGS-branded booking page captures TCPA consent.
Scheduled call time triggers the AI outbound call via secure integration.
5) Call Flow Questions (from UGS Form)
The AI agent will ask and record answers to all configuration questions, including:
General Setup
Do you have any numbers that ring a specific person or group of people?
What extensions and staff names do you want assigned to each phone?
If they're getting cordless phones, designate users and locations.
Do you need the option to page all phones for announcements?
Do you have wired internet drops everywhere phones are placed?
(Motel/Hotel) Do you have analog phones in rooms that must stay connected?
Are any phones used remotely or in different buildings?
Advanced Provisioning
Business Hours
What are your business hours?
During Business Hours
During business hours, what happens when someone calls the main number? (e.g., ring groups, auto attendant, voicemail recipient).
Outside Business Hours
Outside of business hours, what happens when someone calls the main number? (voicemail routing, auto attendant, message).
Would you like to enable voicemail-to-email transcription? (Main or all boxes?)
Do you have any Star Codes used for forwarding or other functionality?
What message would you like your Auto Attendant to have?
What ring groups, if any, should be configured?
Miscellaneous / General Clean-Up
Software & Integrations
Do you have any software, POS systems, or integrations tied to the phone system? (e.g., POS system uses Caller ID to pull orders).
Portal Access
Does the customer want portal access? (If yes, AI will capture OP Name, POC Name, timezone preference).
SnapMobile App
Does the customer need SnapMobile app access? (If yes, AI captures email addresses and staff names per extension).
Special Requests
Are there any special requests or notes not covered in previous questions?
All responses will be auto-filled into the Call Flow PDF and saved to Zoho (or similar).
6) Implementation Plan & Timeline
Phase 0 — Kickoff & Access (1 week)
Confirm call flow, questions, and PDF template.
Provision Zoho and calendar API access.
Phase 1 — Agent Build (1 weeks)
Develop voice flow covering all Call Flow questions.
Implement real-time response mapping and data validation.
Phase 2 — PDF & CRM Integration (1 week)
Build automated PDF generation and Zoho upload process.
Phase 3 — UAT & Tuning (1 week)
Conduct 5–10 pilot calls with existing UGS clients.
Validate transcription accuracy, PDF data, and CRM sync.
Phase 4 — Go-Live & Optimization (1 week)
Full rollout for all new customer Call Flow calls.
Weekly review for optimization.
Total Estimated Duration: ~5 weeks from kickoff.
7) Deliverables
Fully developed AI Call Flow Agent (voice).
Complete script aligned with UGS Call Flow form.
Automated PDF generation workflow.
Zoho CRM integration for data and document storage.
TCPA-compliant booking and scheduling page.
Reporting dashboard with call logs and completion rates.
8) Pricing & Terms
$1,995
One-time setup
(agent development, integrations, PDF automation, and pilot)
$595/month
Monthly maintenance
Includes support, reporting, PDF generation, monitoring, prompt tuning, system updates, error handling, and monthly optimization.
Capacity configured for 20 concurrent calls with a throughput of 200–250 calls per month.
9) AI Usage & Billing
Usage billed at cost (no markup). All AI voice minutes will be billed directly at vendor rates, typically $0.12–$0.14 per minute. Exact per-minute rate will be confirmed once the AI agent is fully developed and tested.
10) TCPA Compliance & Scheduling
To ensure full TCPA compliance for outbound Call Flow calls:
Booking Link
Each new customer will receive a UGS-branded calendar booking link.
Consent Form
The booking form will include TCPA-compliant consent text authorizing the AI to call at the chosen time.
Scheduled Calls
Calls will only occur at the exact booked time, using registered business numbers.
Each consent and call log will be timestamped and stored for compliance.
All calls occur within regulated business hours and approved time zones.
11) Support & SLA
AYB-AI Support Hours:
Monday–Friday, 9am–5pm EST via Zoom, Slack, or Email.
Response Targets:
P1 (production issue): within 2 business hours.
P2 (non-critical): same business day.
P3 (minor request): within 2 business days.
12) Assumptions, Risks & Mitigations
Assumptions:
UGS provides the final Call Flow question set, API keys, and CRM access.
TCPA consent text approved by UGS.
English only.
Risks & Mitigations:
Incomplete data → enforce field validation before PDF submission.
Compliance risk → log all consents and call metadata.
Unexpected form changes → flexible schema for rapid updates.
13) Next Steps
01
Approve proposal and pricing.
02
Provide access: Zoho API, PDF template, and scheduling credentials.
03
Schedule kickoff (60 minutes).
UGS AI Call Flow Agent will be custom-developed and delivered in ~5 weeks from kickoff.