Automating 92% of inbound calls at an IT service provider

Onsite Consulting serves 11,500+ clients across the Denver area with computer repair and IT services. They were getting about 100 calls per day, which meant technicians spent valuable time on routine questions and missed opportunities from after hours calls.

Ally Solutions deployed a conversational voice assistant built on ElevenAgents as the first point of contact for inbound calls. The assistant answers routine service questions, guides customers through common issues, books and reschedules appointments, and routes complex cases to staff when needed.

Now, 92% of inbound calls are fully automated, the system generates $24,000 annually in upsells, and 24/7 coverage eliminates missed opportunities.

Giving their company a voice, while freeing staff time

Previously, nearly every inbound call required staff involvement — from pricing questions to appointment scheduling and basic troubleshooting.

Ally Solutions deployed a conversational voice assistant built on ElevenAgents as the first point of contact. The assistant now answers routine service questions, guides customers through common issues, books and reschedules appointments, and routes complex cases to staff members when needed.

To ensure accurate responses, Ally Solutions uploaded Onsite Consulting's internal documents directly into the ElevenAgents knowledge base—including service catalogs, pricing sheets, troubleshooting guides, and operational procedures.When customers call with questions, the AI pulls accurate information from these source documents using retrieval-augmented generation.

92% of calls are now handled by the agent end-to-end, meaning technicians now focus primarily on higher-value repair and consulting work rather than repetitive phone support.

Turning support conversations into revenue

Ally configured the assistant in ElevenAgents to identify upsell opportunities during every call. When a customer calls about a slow computer, the AI naturally suggests memory upgrades or preventive maintenance. When someone books a repair, it identifies opportunities for additional services.

This approach generates approximately $2,000 per month in incremental revenue from existing calls — without additional marketing or sales effort.

Calm support in high-stress situations

Computer repair calls often happen under pressure. Customers may be locked out of systems or need urgent support.

Using ElevenAgents, the assistant delivers clear, patient, step-by-step guidance. After a power outage triggered a BitLocker recovery screen for one customer, she resolved the issue during her first interaction with the system.

The voice and tone of the AI was pleasant and patient. It saved me from a meltdown that would normally last days.

- Lori, Client of Onsite Consulting

Results

By using ElevenAgents, Ally Solutions helped Onsite Consulting transform its phone operations.