The future of call answering
The Tas in the Box team had lived the frustration of outdated call answering systems. They knew the pain points: rigid contracts, clunky software and zero innovation.
This firsthand experience sparked their mission - to build a smarter, pay-as-you-go system from scratch, future-proofed with an AI receptionist. But their unique vision went beyond that. They wanted to empower other businesses by enabling them to "whitelabel" the system, selling call answering services under their own brand. So, this isn’t just a product; it can be a a new business model for the industry.
Deep Product Discovery
COMPETITOR ANALYSIS
for understanding the business models and service structures of key competitors.
CUSTOMER & RESELLER JOURNEY MAPS
to understand the needs of resellers and their customer’s needs.
CONCEPTUALIZE AN INITIAL PRODUCT (MVP)
that allows users to sign up, create teams and let human agents take calls and messages for customers.
DESIGN AN AI RECEPTIONIST
to handle calls instead of humans.
EMBED FULL BRANDING CUSTOMIZATION FOR CLIENTS
within the web app and email communications.
CLICKABLE PROTOTYPE
reviewed by the stakeholders.
MAPPING IDEAL INFRASTRUCTURE
RESEARCHING PAYMENT, SUPPORT CHAT AND CALL ROUTING SERVICE PROVIDERS
to make sure they support the planned business logic and decided on Stripe Connected, Twillio Flex and tawk.to.
EXPLORING THE BEST SECURE AUTHENTICATION FOR AGENTS
to access the Twillio system and conclude on OneLogin.
FIGURING OUT THE BEST WAY TO CREATE AN AI RECEPTIONIST
and deciding on Twilio Conversational AI + OpenAI API.
DECIDING ON GOAT MAIL
our own Kaldi templating service and use it for automated email communication.
DELIVERABLES
Reimaged Product
We proposed building this reimagined product with new core features, and the team gave us the green light.
Effortless Onboarding & Account Management
Easy-to-follow sign-up from sharing your information, sending out team invitations all the way to quick top-up and receiving your phone number.
Call Answering Tools
Robust tools for agents to take calls and messages.
AI Receptionist
We've leveraged Twilio's Conversation Relay to build the AI Receptionist. Using the same information we provide to human receptionists, the AI's GPT brain can take calls when no human agents are available. It's a system designed to ensure no call is ever missed.
Simplified UI & UX Mobile-first approach
We made the UI cleaner and faster to use, letting agents access and review messages anywhere, anytime.
Full Branding Customization
One of the fun things to build was whitelabeling, ensuring the system's branding could be changed (colors, logos, names, policies) across both the web app and email communication. This required careful planning to make sure it’s easy to do while also keeping the content accessible no matter the branding of the reseller.
WHAT WE BUILT
Ready for the market
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