AI-Assisted Google Voice & Slack Integration.
TLSx is a personalized pilates studio in Austin, TX. They tasked us with integrating their Google Voice with Slack, and generating AI-powered text responses.
TLSx has two separate Google Voice accounts and spend a significant amount of time managing phone calls, text messages and voicemails from customers.
Last names and phone numbers have been removed from case study examples.
First, to streamline inbound requests and time spent switching between apps and accounts, we integrated both of their Google Voice accounts into a single Slack channel to receive text messages, missed call notifications and voicemail transcriptions.
The Contact Name in all of the Slack notifications links to the contact’s record in a central contact database. In the Message notification, the Phone Number links directly to the text conversation in Google Voice. In the Missed Call notification, the Phone Number leads to an automatic call-back link. In the Voicemail notification, Play links to the voicemail recording and Call leads to an automatic call-back link.
Next, we added AI-generated suggested responses to the notifications.
If TLSx wants to use the message as a starting point, they can open the Google Voice conversation (by clicking the Phone Number) and copy/paste the suggestion. Or, if they’re happy with the AI-generated suggestion, they can react to the Slack message with the 🤖 reacji to automatically send the suggested message verbatim, back to the contact.
The AI references a master Zapier Table of FAQs to generate responses that are accurate, contextual and brand-aligned to TLSx.
If someone asks a question that the AI can’t find in the table, it adds it as a new record in a separate “staging” table for the client to answer and add to the main FAQ table later.
The table gives TLSx control over how the AI answers questions and allows them to make adjustments as more conversations happen.
