AI Agents & Automation
Intelligent AI systems built around your business.
Automate repetitive customer and business processes with AI agents designed around your specific workflows, helping your team spend less time on repetitive tasks and more time on the work that requires a human touch.
Business-first automation
What is an AI agent?
An AI agent is a software system designed to understand requests, work with information and carry out defined tasks according to the rules and objectives established for a business.
Unlike a basic chatbot that may simply answer questions, an appropriately configured AI agent can be designed to take part in a defined business workflow.
An AI agent can be designed to
- Gather and organise information
- Qualify customer enquiries
- Follow defined business processes
- Assist with appointment workflows
- Follow up with leads
- Update or work with connected business systems
- Trigger actions through supported integrations
- Escalate situations when human involvement is required
Capabilities are defined for each business
Practical applications
What can Besona AI agents do?
Each agent is designed around an agreed task or workflow rather than supplied as a generic chatbot.
Customer Enquiry Handling
AI agents can receive and process customer enquiries, ask relevant questions and collect the information a business needs before a member of staff takes over.
Lead Qualification
Agents can ask predefined qualification questions, organise the information provided and help businesses identify which enquiries require attention.
Appointment Assistance
Where supported by the connected calendar or booking system, an agent can assist with availability, booking workflows, confirmations and related tasks.
Lead Follow-Ups
Agents can be configured to follow up with leads according to defined rules and timeframes, helping reduce the number of enquiries that are forgotten.
Information & FAQs
Agents can use an approved business knowledge base to answer common questions about services, operating hours, processes and other business information.
Internal Business Tasks
AI agents can assist with repetitive administrative workflows, information processing, notifications, reporting and other defined internal processes.
Customer Handover
When human judgement, specialist assistance or escalation is needed, the system can be configured to hand the interaction or relevant information to a member of staff.
Multi-Step Workflows
Where appropriate integrations are available, an AI agent can participate in workflows that connect business systems and automate defined actions between them.
A tailored scope
Choose the right service
AI Receptionist or AI Agent?
The services solve different problems and can potentially work alongside each other.
AI Receptionist
Designed primarily for businesses that need assistance handling incoming phone calls.
- Answering calls and common questions
- Providing approved business information
- Booking appointments and call transfers
- After-hours answering and post-call confirmations
- Call analytics where included in the selected plan
AI Agents
Designed for broader business workflows and repetitive tasks that extend beyond phone calls.
- Customer enquiry handling and lead qualification
- Follow-ups and appointment workflows
- Administrative processes and information management
- Internal workflows
- Supported integrations and automated actions
The services can work together
Suitable businesses
Built for businesses with processes worth automating.
AI agents are particularly useful where enquiries, administrative tasks or structured workflows repeat regularly.
Home & Field Services
Plumbing, solar, electrical, HVAC, construction, cleaning and maintenance
Possible workflows
- Customer enquiry qualification
- Service request collection
- Appointment assistance
- Quote request intake
- Follow-ups
Professional Services
Consulting, real estate, recruitment, agencies and training providers
Possible workflows
- Lead qualification
- Client enquiry handling
- Appointment scheduling
- Information collection
- Follow-up processes
Appointment-Based Businesses
Salons, barbers, beauty and fitness businesses, tutors and other appointment-driven services
Possible workflows
- Appointment enquiries
- Availability requests
- Booking assistance
- Reminders
- Follow-ups
Other businesses
These are examples rather than limitations. If your business has a repetitive process that follows clear rules, it may be possible to design an AI-assisted workflow around it. Besona assesses the process before recommending a solution; not every process can or should be automated.
Our approach
How Besona builds an AI agent
The scope and delivery approach are based on the complexity of the process, systems and required integrations.
- 1
Understand — We understand your business process
Besona identifies what the business currently does, where repetitive work occurs and what the desired outcome is.
- 2
Design — We design the agent around your workflow
We determine what the agent needs to know, what tasks it should perform, what rules it should follow and when human involvement is required.
- 3
Build & Test — We build, connect and test
The agent is configured with relevant business knowledge, workflows and supported integrations, then tested against expected scenarios before launch.
- 4
Launch & Improve — We launch and refine
Once the system is live, its workflows can be reviewed and adjusted as the business's requirements evolve.
Workflow example
Example: Turning an enquiry into a qualified lead
This plumbing enquiry illustrates one possible workflow. It is not a guaranteed or standard workflow for every client.
Customer enquiry
“I need someone to repair my leaking geyser.”
The agent could be configured to ask for the customer’s name, contact number, location, description of the issue, urgency and preferred appointment time. That information can then be passed into the relevant business workflow.
The agent does not invent quotations or make technical professional judgements.
- 1Customer submits an enquiry
- 2AI agent responds
- 3Agent asks relevant questions
- 4Customer provides required information
- 5Agent organises the information
- 6Lead is recorded
- 7Business is notified
- 8Agent can initiate an approved follow-up
- 9Human takes over when required
Human oversight
AI where it helps. Humans where they matter.
Besona designs AI workflows with defined boundaries. Where a request requires professional judgement, sensitive decision-making, specialist knowledge or human approval, the workflow can be configured to involve a member of the team.
- Defined rules
- Approved business knowledge
- Human escalation
- Controlled access to business information
- Testing before launch
- Ongoing adjustments where required
AI systems are not infallible. Appropriate review and oversight remain part of a responsible business process.
Practical outcomes
Why automate repetitive work?
Faster response to enquiries
Respond to routine enquiries without relying entirely on someone being available immediately.
Less repetitive administration
Reduce the amount of manual information collection and repetitive processing.
More consistent processes
Apply the same defined workflow to enquiries and routine tasks.
Better organised information
Structure customer and lead information so teams can act on it more easily.
24/7 availability where appropriate
Certain AI workflows can continue outside normal office hours, depending on the configuration.
More time for your team
Allow staff to focus on tasks that require human judgement, expertise and relationships.
Every business has a different setup
AI agent capabilities depend on the business’s existing systems, software, communication channels and required workflow. Besona will assess the required integrations and technical setup before confirming what can be implemented.
This may involve calendars, CRM systems, email, websites, forms, business databases, messaging platforms and other supported third-party services. Besona does not promise compatibility with every platform.
WhatsApp-based automation may require a supported WhatsApp Business/API setup and is assessed as part of the project requirements.
Connected services
A connected AI solution for your business
For businesses with more complex requirements, Besona can combine AI voice reception, AI agents and business automation into a connected workflow. The exact architecture depends on the business process and systems involved.
Phone
Retell AI Receptionist handles incoming calls.
AI Agent
Processes the enquiry and performs defined tasks.
Automation
Make connects required systems and workflows.
Business Systems
Calendar, CRM, email, database or supported services.
Human Team
Receives qualified information and takes over.
Have a process you'd like to automate?
Tell Besona how your business currently handles enquiries, bookings or repetitive tasks. We'll assess the workflow and discuss whether an AI agent or automation solution is appropriate.