Interaction Mode 1 — Self-Service
Every caller gets an answer. Not a voicemail.
WFW self-service agents handle inbound calls 24/7 — booking, triage, status checks, pricing questions — with the same vertical intelligence at 2am as at 2pm.
No credit card required. Agent live in 90 seconds via Workforce Wave.
73%
of callers prefer self-service for routine tasks.
Appointment scheduling, status checks, refills. They don't want to wait on hold — they want an answer.
Self-Service Mode — Key Properties
What Breaks Without It
Your phone line has a coverage problem.
Most businesses treat after-hours calls as a necessary loss. That's a choice — and it's the wrong one.
Problem
Calls go unanswered after hours
Your front desk closes at 5pm. Callers at 6pm hear a voicemail. They hang up and call your competitor. That's not a phone problem — it's a revenue problem.
Problem
Staff bottlenecks on routine questions
Appointment confirmations, prescription status, business hours, service pricing. These calls take 3 minutes each. A receptionist handling 40 of them a day has no time for anything else.
Problem
Inconsistent caller experience
Human agents have bad days. They forget to ask for insurance. They give the wrong hours. They apologize differently each time. Your AI agent is identical on call #1 and call #10,000.
How It Works
From first ring to structured outcome.
Every self-service call follows the same deterministic sequence — no matter the time, volume, or complexity.
Caller dials your number
Your existing phone number — or a new one WFW provisions — rings directly to your agent. No IVR trees. No press-1-for-English. The agent answers immediately in natural speech.
Agent identifies intent in real time
The first 10 seconds of conversation determine what the caller needs — booking, status check, pricing, hours, emergency triage. The agent routes to the right workflow automatically.
Live tool calls complete the task
To book an appointment, the agent calls your scheduling system in real time via the Tool Gateway. No hold music. The caller hears a confirmation while the booking is being created.
Post-call data delivered to your dashboard
Every call triggers: call.completed → call.transcript_ready → call.extractions_ready. You see intent, outcome, duration, and any follow-up flags — structured, not buried in an audio file.
Real Scenarios
What self-service agents handle.
These aren't edge cases — they're the calls your staff handles most.
Patient calls at 7:45am, before your staff arrives. The agent collects their name, DOB, insurance, and preferred time. Booking created in Dentrix or NexHealth. SMS confirmation sent. Staff sees a full brief when they log in at 9am.
Pharmacy caller: 'Is my prescription ready?' The agent looks up their record via your pharmacy integration, confirms status, and tells them estimated pickup time — in under 60 seconds, no hold.
10pm call: caller has pain and doesn't know if it warrants an ER visit. The agent asks structured triage questions, scores urgency, advises appropriately, and captures callback info tagged as urgent.
API Surface
Monitor and manage via the /v2/ API.
Self-service agents are fully observable. Check agent health, pull call volume analytics, read extractions, and push knowledge base updates — all via REST.
No polling required for call events. Subscribe to webhooks: call.completed and call.extractions_ready fire within seconds of each call ending.
Relevant Endpoints
/v2/agents/{id}Check agent health, uptime status, and active phone number assignment.
/v2/callsCall volume analytics — filter by agent, date range, disposition, or intent.
/v2/calls/{id}/extractionsStructured intent, entities, and satisfaction signal for a specific call.
/v2/knowledge-basePush a business hours update, price change, or new service to the agent's knowledge base.
By the Numbers
73%
of callers complete routine tasks via self-service without requesting a human.
Appointment scheduling, status checks, and prescription refills — the three highest-volume call types — all handle without escalation the vast majority of the time. Your staff handles the 27% that actually needs them.
Get Started
Your callers deserve an answer, not a voicemail.
Workforce Wave reads your business website and builds a fully-trained self-service agent in 90 seconds. No prompt engineering. No manual setup. No long-term contract.
No credit card required.