Target pallet order
Target orders a pallet of ice from SF Ice. The AI Phone Agent naturally confirms the request and applies its trained knowledge of the pallet’s weight and quantity.
Automate customer intake
Their Words.
Your Team’s Starting Point.
Turn a customer’s explanation into the details your service team needs.
Lacy.ai asks your intake questions, identifies the request, and routes structured context to scheduling, dispatch, or follow-up.
- Custom intake questions
- Service and urgency details
- Clear routing rules
- Connected customer records
Real AI Phone Calls
Hear how Lacy handles real service business calls for San Francisco Ice.
Listen to real examples of Lacy answering calls, capturing details, recognizing customer needs, and moving each conversation toward the right next action.
Walgreens ice order
Walgreens requests the minimum number of ice bags. The AI Phone Agent uses knowledge base logic to determine the correct quantity and handles the order naturally.
Southwest Airlines order
Southwest Airlines orders a pallet of ice and updates the delivery address. The AI Phone Agent reasons through both requests and completes the call in a natural, human-like way.
These are customer calls handled for San Francisco Ice Company. Target, Walgreens, and Southwest Airlines are callers in these examples, not presented as direct Lacy.ai customers or endorsements. Sensitive details may be redacted for privacy.
How it works
Listen to the customer. Prepare the team.
01
Understand the request.
Start with the customer’s explanation and identify the service need.
02
Capture the details that matter.
Ask your intake questions to confirm location, access notes, urgency, and other required information.
03
Send a clear handoff.
Organize the details and apply your routing rules so scheduling, dispatch, or follow-up can take the next step.
Example workflow. Actions depend on your connected systems and configured business rules.
Book a Free 30-Minute Demo →From conversation to record
The story stays human.
The details become useful.
An illustrative intake record, shaped around the questions your business needs answered.
SERVICE INTAKE Illustrative
- Who
- Business caller · contact details
- Where
- Service address · reception access
- What
- Heating issue · started this morning
- Urgency
- Confirm using your approved questions
- Next
- Dispatch review or scheduling handoff
Build your intake form around the call
Ask what matters.
Keep it together.
Configure required questions, field mapping, and what happens when details are missing.
The customer
Name, phone, email, and customer type.
The location
Service address, area, and access notes.
The need
Service category, description, and urgency.
The next action
Appointment interest, callback, or dispatch request.
Ready for dispatch
The request arrives with its context.
Give operations the service need, location, urgency, and access notes in one handoff. Apply your routing rules before the work reaches the team.
Prepared for dispatch
01Service need and location
02Urgency and access notes
03Approved routing path
One intake, different destinations
Send the work where it belongs.
Available actions depend on your configured systems and business rules.
Structured
customer request
customer request
Scheduling → appointment interest
Capture preferred dates and time windows, then use the connected booking or scheduling handoff.
Dispatch → service or urgent request
Capture the issue, address, urgency, and access details. Apply the approved escalation rules.
Follow-up → more information needed
Record missing details and the agreed callback so the next person knows what to resolve.
Adapt the questions
Built around the call you receive.
Keep different intake paths focused and easy for the customer.
Home service and estimate requests
Identify the job, address, service category, and estimate or appointment interest.
Commercial and delivery operations
Capture the company, location, request details, and team responsible for follow-through.
After-hours and urgent requests
Apply approved urgency questions, escalation instructions, and callback rules. Make exceptions visible to your team.
A better start for the team
Less re-asking.
More useful follow-through.
Keep the conversation summary and next action with the customer record. Review call outcomes and refine the questions as your operation learns.
Learn from each request
01Conversation summary
02Next action and outcome
03Questions to refine
Questions, answered
Frequently asked questions.
What is automated customer intake?
Automated customer intake uses AI Phone Agents to answer customer calls, ask intake questions, collect structured details, classify requests, and move outcomes into workflows.
How does Lacy.ai automate customer intake calls?
Lacy.ai automates intake by answering calls, understanding caller intent, asking service-specific questions, capturing structured data, identifying urgency, assigning outcomes, and triggering workflows.
Who should use Lacy.ai for customer intake?
Lacy.ai is built for service businesses and home service companies that rely on phone calls for leads, service requests, appointments, dispatch, support, delivery, and operations.
Can Lacy.ai ask custom intake questions?
Yes. Lacy.ai can support intake questions based on your business rules, services, required fields, appointment process, dispatch needs, and CRM structure.
Can Lacy.ai identify urgent calls during intake?
Yes. Lacy.ai can help classify urgency based on the caller’s issue and trigger routing, escalation, dispatch alerts, or callback workflows.
Can Lacy.ai sync intake data to my CRM?
Yes. Lacy.ai can support CRM-connected workflows that sync caller details, call summaries, structured variables, service type, urgency, appointment interest, disposition, and follow-up actions.
Start with a conversation.
Hand off a clear request.
Bring your intake questions, routing rules, and systems. We’ll map the details your team needs.
