Missed calls are missed customers
Callers who reach voicemail or a long hold queue go to the next company on the list.
SERVICE & CUSTOMER EXPERIENCE
Every customer answered, on every channel.
Field service, technical support and customer care. Sentinel answers your customer lines on every channel, resolves what it can under your policies, and hands your team a scoped job or case when a person is needed.
OPERATIONS FEEDExample
Field service · Route 7
InboundHomeowner call · no heat
Booked first slotInternalSlack · photos to technician
Parts confirmed on vanOutboundText to homeowner
Arrival time confirmedFixed on the first visit
IN SHORT
What is an AI customer care Voice Agent for service companies?
An AI customer care Voice Agent answers inbound calls and messages for a service business, across field service, technical support and customer care. It resolves routine questions, troubleshoots with the customer, books appointments, gathers photos and details, and keeps customers updated. Sentinel does this on every channel and hands your team a scoped job or case when a person is needed.
YOUR CONTACT
Donavan
Vice President, Service Optimization
Donavan leads the services vertical at Sentinel. He has spent about 20 years in the services industry driving change and optimization.
WHAT GETS IN THE WAY
Where the time
and money go.
Handle more work without adding more pressure.
Technicians arrive blind
Without photos or the model number, the first visit becomes a diagnosis trip.
Call centers cost more every year
Outsourced call center staff need training, turnover never stops, and quality varies.
HOW SENTINEL HANDLES IT
From the first report
to a closed record.
Voice and Video Agents on every channel, working under your protocols.
Answer
Every call answered on the first ring, about 50¢ per three-minute call.
Resolve or scope
Routine questions and troubleshooting resolved on the call. Photos, video and equipment details collected when the job needs a person.
Book or route
The right technician, slot and parts, or the right person with the case, confirmed by text.
Update
Arrival times, case updates and follow-ups handled without your dispatcher.
THE SAME MOMENT, TWICE
With and without Sentinel.
An illustrative example. Times show the order of events.
2:00 a.m. Distribution center gate
A driver with the wrong appointment time.
Without SentinelRings out
Dispatch doesn’t answer. He leaves a voicemail and waits in the truck.
Result: Nothing moves until the day shift hears the message.
With SentinelAnswered on the first ring
- Checks the appointment
- Finds the next open door
- Texts the driver the door and time
Result: The on-call supervisor is paged only if something is really wrong.
SENTINEL SERVICE CENTER
Every channel your
people already use.
Inbound, outbound and internal. Channels are set per client, site or request type, so video stays off wherever recording isn’t allowed.
EXTERNAL · IN AND OUT
- Voice AgentAnswers on the first ring and places calls, 24/7, in English and Spanish.
- Video + voiceSees the problem and talks people through the fix.
- SMSConfirmations, reminders and two-way updates.
- EmailReads, replies and files requests as structured records.
- WhatsAppThe same answers for people who prefer to message.
- Live chatOn your site and portal, with the same answers as the phone.
- WebLinks and QR codes that open a request in the browser. No app.
- Every channel works both ways: Sentinel answers what comes in and reaches out with confirmations, reminders and follow-ups.
INTERNAL · YOUR TEAM
- SlackSummaries, approvals and status answers where your team already works.
- Microsoft TeamsThe same summaries and approvals, in your Teams channels.
- Google ChatThe same, for teams on Google Workspace.
- Your team asks Sentinel what happened on any request and approves the decisions that need them, without opening another app.
QUESTIONS
What service teams ask.
Ask Sentinel your own question, or talk to Donavan, who works with service teams every day.
Ask the customer for photos or a short video, the equipment model and the symptoms when they book. Sentinel collects these on the call or by text and attaches them to the job, so the technician brings the right parts.
It costs the job, and often the customer: callers who reach voicemail usually call the next company. Sentinel answers every call, at about 50¢ for a three-minute call, compared with roughly $3,000 a month to hire someone to answer the phone.
An answering service takes a message. An AI Voice Agent books the appointment, gathers the details and confirms by text, so the work is scheduled before anyone on your team sees it.
Yes. Offshore solutions don’t understand the facilities business. With Sentinel, every call is answered in one ring, the details and photos your technicians need are collected on the call, and the work is booked under your protocols.
One logistics customer replaced five outsourced call center positions and broke even in nine months.
Yes. The Voice Agent is private-labeled as your technology and trained on your services, policies and escalation contacts.
YOUR NUMBERS
Get the numbers for your call volume.
Tell us your call volume and team size. We’ll show you what missed calls and answering cost today, what Sentinel could save, and send a walkthrough link.
FROM THE JOURNAL
Read more on this.
The highest cost in commercial building operations isn’t on any invoice
Every handoff between systems costs time, money and accuracy. Connecting request to invoice removes the busywork without adding another dashboard.
Read the article
Who Sentinel is for
Sentinel is built for the whole maintenance chain, from property and facility managers to owners, occupants and the service providers who do the work. What changes for each.
Read the article
From service request to paid invoice: the last unmapped workflow in commercial buildings
From service request to paid invoice, most buildings run on broken handoffs. How Sentinel maps the one workflow every other tool leaves disconnected.
Read the article
ALSO SERVING
Commercial real estate & facility managementEvery request across every site handled, with no one on site.→
Residential & multifamilyResidents get an answer at 11 p.m., and your team gets the morning back.→
Homebuilder warranty serviceWarranty requests handled across every community, under your brand.→
Multi-site retail & restaurantsEvery store and kitchen kept running, without a facilities team at each one.→
SENTINEL FOR SERVICE