Explorations with agentic: extending the contact centre experience

Someone calls your business about outdoor furniture. Your agent answers their questions about a dining set, the call ends, and that's it. Nothing happens next unless they call again.

We've spent the last few months on that gap.

Everything else in this series (warm transfer, auto scaling) is about the call itself: who answers, when, and how. This post is about the part nobody designs for, the minutes and days after the caller hangs up.

Here's what it looks like end to end, and the rest of the post is the thinking behind it. This is a real customer session, not a rendered concept:

The mechanics: every call already produces a summary somewhere. Usually it lands in your CRM and nobody but you ever reads it. In this pattern, your customer gets that summary too, as a message from your business's own agent, seconds after they hang up.

From that message, your customer has a standing line to your business. Not a new app. iMessage or WhatsApp, whichever one is already open on their phone. They can ask a follow up question three days later, send a photo of the thing they're describing, and get an answer back, no phone call required.

We used retail for this video because a product photo makes the point fast: the customer asks for "those tables again" and gets the exact dining set back, with the price and stock count attached. Point the same pattern at an insurance renewal, an appointment reminder, or a plumber's quote, and it works the same way.

Call the same number and you're still talking to a live agent in about a second, same as every pattern in this series.

The bigger shift

For years, "serve this customer digitally" meant "build an app." That's a slow answer: months of build, then a download, an install, a login, before the customer gets anything back. Most of those apps open once and sit there.

An agent experience skips the install. The relationship starts the moment someone calls, and it lives in a channel they already check dozens of times a day. That changes the job for anyone who builds this kind of software. Instead of one large app carrying every feature, you get many small agent experiences, one per relationship, each only as complicated as the job in front of it.

Where we take this next

This is still in progress. A small set of customers already have it live, and what you just watched is that live version, not a demo we staged for this post.

We want to partner with more Perth businesses on it, and with creative agencies who want a hand in designing what these agent experiences look and sound like. If either is you, we should talk.

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VerticalAI is a voice AI provider in Perth, Western Australia. We build phone agents that answer every call, and we're extending that into the conversation your customers have after they hang up. If you want your customers to have a direct line to your business, get in touch.

Email us at: hello@verticalai.com.au

Visit our website at: https://verticalai.com.au