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BC dealership group (confidential)

AI Voice & Chat Agents

AI voice and chat agents that handle appointment booking, lead capture and dealership inquiries, built with ElevenLabs, Twilio and n8n.

Role
Conversation design and build
Tools
ElevenLabs, Twilio, n8n
Type
Employer
Voice waveform flowing into intent detection, then booking, lead capture or a human handoff

Client details are confidential. Names, logos and data are removed, and some screens are recreated or redacted.

The problem

Calls and messages about appointments, vehicles and general questions arrive at all hours. When nobody can answer, the inquiry and the booking are lost.

My role and constraints

I built the agents and wrote the conversation scripts, flows, fallbacks and confirmations. The agent had to know when to stop and hand off to a person.

Process

Every conversation follows the same shape: a trigger, intent detection, the booking or lead path, a fallback when the agent is unsure, and a human handoff.

  1. 1. Trigger

    A call or chat comes in.

  2. 2. Intent detection

    The agent works out what the caller wants.

  3. 3. Booking or lead capture

    Find a slot and book it, or take name, contact and vehicle.

  4. 4. Confirmation

    Read back exactly what was booked or captured.

  5. 5. Fallback and human handoff

    If the agent is unsure or off-script, it routes the conversation to staff.

Every conversation follows the same path, with a clear way out to a person.

The solution

  • Voice agents on ElevenLabs and Twilio for appointment booking, lead capture and dealership inquiries.
  • Chat agents for the same intents.
  • n8n workflows that route bookings and leads to the right place.
  • Scripted confirmations so callers know exactly what was booked.

The stack behind a call

  1. Stage 1

    • Caller. Phone call to the dealership

  2. Stage 2

    • Twilio. Phone line

  3. Stage 3

    • ElevenLabs agent. Runs my scripts and flows

  4. Stage 4

    • n8n workflows. Route the result

  5. Stage 5

    • Calendar. Appointment booked
    • Lead captured. Name and details
    • Human handoff. Staff take over

What I wrote

  1. Scripts

    What the agent says at each turn of the conversation.

  2. Flows

    How the conversation branches for booking, leads and inquiries.

  3. Fallbacks

    What the agent does when it is unsure or off-script.

  4. Confirmations

    Reading back exactly what was booked.

Outcome

Inquiries are answered and routed automatically, and bookings are captured outside business hours.