Enterprise DNA

Accounting · Worked example

Tax season front desk for an accounting firm

Handles the flood of calls and website questions in tax season: deadlines, what to bring, appointments and new-client enquiries.

VoiceWeb chat BookingLead captureHuman handoffSummariesYour knowledge
Build this for my business → Read the conversation

The problem

In the weeks before the tax deadline the phone never stops, and most calls ask the same handful of questions. Reception is swamped, and new-client enquiries wait days for a reply.

How it works

  1. Answers the phone and the website chat from the firm's own FAQs and fee guide
  2. Explains what documents to bring and how to upload them
  3. Books appointments with the right accountant or team
  4. Captures new-client enquiries with the details a partner needs to quote
  5. Hands calls to a person when a client asks for their accountant by name

What it connects to

  • Practice management system
  • Calendar
  • CRM
  • Email
Sample conversation
  1. CallerHi, I've got a rental property now. Do I need to do anything different this year?
  2. AgentYou'll need to file an income tax return that includes the rental income and expenses. The team can do that for you. Are you an existing client?
  3. CallerNo, a friend recommended you.
  4. AgentGreat. I'll take a few details so a partner can give you a fixed quote. Could I start with your name and email?
  5. CallerTom Walsh, tom.walsh@example.com.
  6. AgentThanks Tom. I've also emailed you our checklist of what to gather for a rental property. Expect a quote within two working days.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

  • Booking. Books, moves and cancels appointments straight into your calendar or booking system.
  • Lead capture. Asks your qualifying questions and writes a clean record into your CRM.
  • Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
  • Summaries. Every conversation ends with a written summary, a transcript and the next step.
  • Your knowledge. Answers from your documents, website and videos, and stays current when they change.
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