Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Call Intelligence
AI Voice Supervisor
A live console watching every call in the queue, flagging trouble the moment it starts, not after.
When AI and human agents share a queue, problems often surface as a complaint the next day. AI Voice Supervisor watches both in one console as calls happen and flags a call the moment it slips, from long silences to rising escalations and SLAs about to break. Supervisors step in while the customer is still on the line. You set the rules.
- Watches AI and human calls together in one console
- Alerts supervisors while a struggling call can still be saved
- Tracks quality scores for AI and human calls alike
$10,400
20–30 working days
Optional maintenance $520/mo
What it is
AI Voice Supervisor is an AI agent that watches AI and human calls in real time, in one console, and flags a call the moment it slips, whether that is silence, a rising escalation or an SLA about to be missed. It alerts a supervisor to step in.
Why businesses buy it
Running AI agents next to people creates a new blind spot: nobody sees which calls are going wrong until the damage is done. Reviewing recordings afterwards cannot save the customer who hung up angry. This agent watches every live call against your escalation and quality rules and alerts a supervisor in time to act. You can grow AI call handling with confidence because someone always sees trouble early. The Scope Card fixes the rules, the data sources, the alert channel and the testing against three months of your calls before you buy.
Problems this solves
Supervisors only learn a call went badly once it has ended
The Voice Supervisor watches AI and human calls in real time. It flags a call the moment it slips, so a supervisor can step in while the customer is still on the line.
AI and human calls are monitored in separate places
Both kinds of call appear in one console. Supervisors no longer switch between tools to see what the AI agents and staff are doing. Problems are easier to compare across both.
Long silences and rising tension go unnoticed on busy floors
Silence and rising escalation are among the signals it watches for. An alert goes to a supervisor through your chosen channel when one appears. The supervisor can then decide whether to join the call.
Service level targets are missed before anyone reacts
Alerts fire when an SLA is about to be missed, not after. Up to five alerts can be set for the conditions that matter most to you.
A good fit if
You run a call queue with more than one agent, AI or human, and want one view across all of it.
You want to know a call is going wrong while it is still happening, not in a report the next day.
You already have escalation rules but nobody is watching the queue closely enough to trigger them on time.
You want quality and queue health in the same console, instead of piecing it together from separate tools.
Not the right fit if
A recurring report the next day is enough, and you do not need a live view. See AI Call Analytics, which reports on volume and outcome trends.
You only need a short note on what happened after each call, not a live console. See AI Call Summarization.
You want completed calls graded against a checklist, not monitored live. See AI Call QA.
Your queue runs across more locations or brands than one console covers. Talk to us through the Custom AI enquiry form.
How it works
- The console connects to your live call queue through the telephony platform you already use, such as Twilio, Aircall or RingCentral.
- Every call in progress, AI-handled or human-handled, is monitored at once, with status shown against the escalation rules you set.
- A call is flagged the moment it shows trouble: long silence, a drop in sentiment, an escalation keyword, or an SLA clock running out.
- Flagged calls trigger a real-time alert to the supervisor or person named in the rule, so they can step in.
- A rolling quality view sits alongside the queue, so a supervisor sees both what is happening now and how today compares to a normal day.
- A recurring report summarizes escalations, SLA breaches and queue health over the period you choose.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- Your business information (company basics, hours and brand voice), shared during intake.
- A telephony account or the phone number you want ported or forwarded to it.
- Your call scripts, FAQs, business hours and the escalation rules you already use with your team.
- The phone numbers or people an escalation should reach when a call needs a person.
- Read-only access to each data source the console pulls from, plus your own definitions of an SLA breach or an escalation.
- At least three months of historical call data, so the rules can be checked against real cases before launch.
- Admin access and API keys for every connected system, shared by adding our team as a user or creating a key you control, never by email.
- One decision-maker on your side who can approve the escalation rules and sign off on launch.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified and your escalation rules agreed with you.
Weeks 1–2
Live call monitoring, flagging logic and the console are built.
Week 3
Your telephony queue and alert channel are connected.
Weeks 3–4
Flags and alerts are checked against three months of your historical calls.
Week 4
Your review and two rounds of changes to the rules.
Go-live
Live, with a recorded handoff session, and support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $10,400 |
| Express | 15–25 working days | $11,450 |
| Rush | 10–20 working days | $12,500 |
What you receive at handover
- AI Voice Supervisor, configured and deployed to your environment
- A single real-time console or recurring report covering AI and human calls
- Up to five alerts for conditions such as silence, escalation and SLA risk, delivered through one channel
- Read-only connection to up to three data sources, such as your contact center platform
- A test report checked against three months of your historical data
- An admin guide, recorded 60-minute handoff session and 30 days of post-launch support
Expected benefits and how to measure them
- Supervisors can step into struggling calls sooner.
- AI and human performance can be watched side by side.
- SLA risks can be caught before they become breaches.
- SLA breaches
- Compare monthly SLA breaches in your contact center reports, before and after launch.
- Supervisor interventions
- Log interventions prompted by alerts each week, and how many calls were recovered.
- Escalated complaints
- Track complaints escalated after a call, comparing the quarter before go-live with the one after.
Before you start: Record last month's SLA breaches and escalated complaints. Note how supervisors currently spot calls in trouble.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is one-time. Running it costs roughly $20 to $150 a month in your own accounts, covering AI model usage and the hosting that keeps the console live.
AI usage during the build and testing is also billed to your accounts, so every provider relationship stays yours. Nothing runs through us.
Ask about running costsCustom requirements
If you need something outside the Scope Card, add a note at checkout. You get a written Change Quote, and that work only starts once you accept it. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
Monthly maintenance covers monitoring, fixes, updates, a monthly health report and change hours for work such as a new escalation rule or an added alert. It starts after the 30 days of included support and can be cancelled any month.
$520/mo (5% of the build price a month, includes 5 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A call-monitoring platform is priced per seat, on top of your telephony bill | A custom build gets quoted after discovery calls | Ours is one fixed price, shown on this page before you buy |
| Scope | A call-monitoring platform ships generic alert rules | An agency agrees scope during the project | Ours is built on the escalation rules you already use |
| Coverage | A call-monitoring platform often separates AI and human queues into different tools | An agency build depends on what was agreed | Ours watches AI and human calls in one console |
| Delivery | A call-monitoring platform needs weeks of rule configuration | An agency project usually runs several weeks, set per project | Ours has a fixed delivery time shown before you buy, with faster options |
| When it acts | A call-monitoring platform often reports after the fact | An agency build depends on what was agreed | Ours alerts a supervisor while the call is still live |
Questions about this product
How much does AI Voice Supervisor cost?
The fixed build price for each delivery speed is shown in the price and delivery panel on this page, and it covers everything on the Scope Card. That includes the live console, your escalation rules, testing against three months of your own call history, two rounds of changes and thirty days of support after launch.
Does AI Voice Supervisor watch AI calls, human calls, or both?
Both, in the same console, so a supervisor is not switching between separate tools for AI-handled and human-handled calls. Escalation rules apply consistently across both, whether the flag is long silence, a rising escalation, or an SLA about to be missed, and every flagged call shows which queue it came from.
What does AI Voice Supervisor cost to run each month?
Running costs sit at roughly $20 to $150 a month in your own accounts, covering AI model usage plus the hosting that keeps the console live. You pay those providers directly, in your own name, so you keep full ownership of every account. We charge nothing per call monitored.
How is AI Voice Supervisor different from AI Call Analytics?
AI Voice Supervisor watches calls as they happen and alerts a supervisor in real time. AI Call Analytics reports on patterns after the fact, on a recurring schedule. If you mainly need to understand trends, start with Analytics. If calls going wrong right now is the bigger risk, Supervisor is the right build for you.
What access does AI Voice Supervisor need before the build starts?
We need read-only access to your call queue and call data, at least three months of history to test escalation rules against, and your current rules in writing, such as silence limits and SLA targets. Tell us which supervisors or numbers should receive alerts. Access is shared by adding our team as a user or creating a key you control, never by email.
Will supervisors know an alert came from AI?
Yes, every flag and alert carries a note that it came from an AI agent watching the queue, so supervisors know its source before acting. You approve the exact wording during intake, and it can be changed later through monthly maintenance if your internal alerting standards change.
Can we add a new escalation rule after launch?
Yes, adding or adjusting a rule inside the existing 25-rule limit fits inside the monthly change hours in maintenance. Going past that limit, or adding a second console for another team, comes through the Additional Workflow add-on, quoted before it starts.
Guides on this topic
All guides Watch the queue while it is still going wrong, not after.
Order AI Voice Supervisor today and it goes live on a fixed delivery date. The scope above is exactly what you get, in writing, before you pay.
Works well with
Inbound
AI Voice Receptionist
Answers calls, handles common questions, takes messages and transfers callers.