Hexafusion Labs · AI phone assistant
AI Phone Assistant Projects
Hexafusion builds and manages fully automated AI phone assistants for businesses. We tested the approach on our own phone line before offering it as a project for clients, and the notes on this page reflect what we learned running it ourselves. Part of our wider Hexafusion Labs work.
What a fully automated AI phone assistant does
A properly built assistant can handle most of what a front-line phone person handles on a typical call.
Answers common questions
Hours, location, pricing basics, and other information drawn from your own content.
Looks up order and delivery status
Order numbers, tracking numbers, and delivery status, read from the systems you already use.
Guides callers or staff through steps
Walks a caller or an employee through a defined troubleshooting or intake flow.
Takes messages and books appointments
Records a message with the details you need, or books an appointment directly into your calendar or booking system.
Escalates to a person
Hands the call to a person along with the caller's name, company, and reason for calling, so nothing has to be repeated.
Recognizes existing clients
A known caller is identified and put straight through, rather than treated as a stranger working through a menu.
How Hexafusion builds and manages it
The assistant answering calls to Hexafusion today is our own case study. It is built and managed by Hexafusion. It discloses at the start of every call that the caller has reached an AI assistant and that the call may be recorded. We manage the knowledge base, the escalation rules, and ongoing tuning the same way for client projects.
What changes in your phone system
An AI phone assistant project touches more than the handset. Expect these changes.
- Call forwarding or a SIP trunk set up from your current phone provider.
- Porting or forwarding of your existing business number.
- A hosted PBX or Microsoft Teams Phone integration, depending on what you already run.
- Connections to your order, CRM, booking, or ticketing systems so the assistant can look things up.
- Knowledge base content covering your hours, services, and the answers callers ask for most.
- Escalation rules and business hours, so the right calls reach the right person at the right time.
- Call recording and privacy notices handled in line with Canadian privacy law.
Project tiers
Every project gets a fixed quote after an assessment of your current phone system, call volume, and the systems you want connected.
| Tier | What it covers |
|---|---|
| Reception | Greeting with AI disclosure, business hours, FAQs from your content, message taking, escalation to a person with name, company, and reason |
| Connected | Reception plus one integration: booking, ticketing, or CRM look-up |
| Custom | Several systems: order and delivery look-ups, guided training or troubleshooting flows, multiple languages |
Your fixed quote covers the one-time set-up and a monthly management and platform fee that includes a bundle of AI minutes.
Rules we build into every assistant
- Callers are always told they are talking to an AI.
- The assistant never takes card numbers, passwords, or one-time codes.
- Recordings and transcripts are handled under Canadian privacy law.
Frequently asked questions
Does the AI phone assistant tell callers it is an AI?
Yes. Every call starts with a clear disclosure that the caller has reached an AI assistant, and that the call may be recorded. This is not optional in any project we build.
Can the assistant take a payment over the phone?
No. The assistant never takes card numbers, passwords, or one-time verification codes. If a caller needs to pay or verify an account, the assistant hands the call to a person or directs the caller to a secure payment channel.
What has to change in our existing phone system?
Typically call forwarding or a SIP trunk from your current provider, porting or forwarding your main number, a hosted PBX or Microsoft Teams Phone integration, connections to the systems the assistant needs to look things up in, a knowledge base of your content, escalation rules and business hours, and a call recording and privacy notice.
How is pricing structured?
Each project has a one-time set-up based on its tier, plus a monthly management and platform fee that includes a bundle of AI minutes. Every project gets a fixed quote after an assessment.
What AI model powers the assistant?
We do not publish the name of the AI model vendor. Hexafusion builds and manages the assistant, including the knowledge base, escalation rules, and ongoing tuning.
Book an AI phone assessment
We will look at your current phone system, your call volume, and the systems you want connected, then come back with a fixed quote.
Book an AI phone assessmentRelated pages
Part of our Hexafusion Labs work.
