AI customer service: Every customer answered. Every enquiry followed up.
AI customer service for Australian businesses: every call, form, chat, email, text and message handled, from a simple automation to a full digital employee.
See it work
How AI customer service fits together
Calls, forms, chats, emails, texts and DMs all land in one place, and the right next step happens on its own.
What is AI customer service?
AI customer service means every touchpoint between your business and your customers is handled for you: phone calls, website forms, chat, email, SMS and social messages. Some of it runs as simple automations, some is handled by AI that holds a real conversation, and all of it is trained on how your business works.
Channels we cover
Every touchpoint, every size of fix
Every way customers reach you, handled
No two businesses need the same fix. Some need one simple automation. Others need a digital employee working every call, form and follow-up. We look at where your customers are slipping through, then build only what you need.
Phone calls and after-hours answering service
Calls ring out while you're on the tools or after hours.
- Quick fix
Missed-call text-back
Every missed caller gets a text straight away, so they don't ring the next business.
- Sent in your business name
- Link to book or leave their details
- Missed calls listed for you to call back
- Smart workflow
AI overflow and after-hours answering
An AI answering service picks up the calls you can't, takes the details and texts you the summary.
- Answers when you're busy or after hours
- Takes name, number and the job
- Summary to your phone, caller saved to your CRM
- Full system
Tilly, your AI receptionist
Answers every call 24/7, books the job and sends you the summary.
- Australian voice, trained on your services and FAQs
- Keeps your number, extra numbers available
- Every call in your own dashboard, recording optional
Enquiry, quote request and booking forms
Enquiries and quote requests sit in an inbox, and speed to lead slips.
- Quick fix
Instant reply and alert
The customer hears back straight away, and the enquiry lands on your phone.
- Auto-reply email and text
- The full enquiry sent to you
- A clear next step for the customer
- Smart workflow
Smart forms, CRM routing and follow-up
Enquiry forms and quote request forms that ask the right questions, then route and follow up every enquiry for you.
- Questions change by service, with photo uploads
- Enquiry created in your CRM and sent to the right person
- Automatic follow-up until they reply
- Full system
Quinn, from enquiry to paying customer
Every enquiry qualified and moved through each stage until it's a paying job.
- New enquiry → qualified → quoted → followed up → booked → paid
- Checks area, job type, size and urgency, with hot leads flagged first
- A live pipeline showing where every lead is up to
Website chat and AI chatbot for your website
Visitors leave your website without asking.
- Quick fix
FAQ chat
A customer service chatbot that answers common questions any hour, and takes details when it can't.
- Hours, service areas, services and pricing guides
- Takes name, number and the job
- Sends the enquiry to you
- Smart workflow
AI chat with smart lead capture
An AI chatbot for your website, trained on your business, that answers, qualifies and captures every lead.
- Asks the right questions for each service and collects photos
- Books into your real availability
- Every lead sent straight into your CRM
- Full system
Your front desk, online
Tilly's knowledge on your website, connected to your calls, texts and CRM.
- One customer record across calls, chat and texts
- Live handover to your phone when needed
- A report on what visitors ask, so you can sharpen your site
Email, text and social messages
Emails, texts and DMs pile up, and slow replies lose jobs.
- Quick fix
Instant auto-replies
Every email, text and DM gets an answer straight away.
- Email, SMS, Facebook and Instagram
- Your hours and how to book
- New enquiries flagged to you
- Smart workflow
AI sorts, drafts and routes
Every message sorted, a reply drafted in your tone, and enquiries sent into your CRM.
- Sorted into enquiry, existing job, complaint or spam
- One-tap approve and send
- New enquiries created in your CRM and sent to the right person
- Full system
One inbox, handled by Quinn
Every channel in one place, with enquiries answered and nurtured through to a booking.
- Email, SMS, Facebook and Instagram together
- Routine replies sent within your rules, the rest escalated
- Enquiries followed up until they book, every conversation on the customer record
Bookings and appointment reminders
Back-and-forth to book a time, then no-shows.
- Quick fix
Confirmations and reminders
Every booking confirmed with appointment reminders, so fewer people forget.
- Confirmation by text and email
- A reminder the day before
- Reply to confirm or reschedule
- Smart workflow
Online booking that fits your day
Customers book from your real availability and reschedule themselves.
- Synced to your calendar, with travel and buffer time
- Intake questions before the visit
- Deposit or payment link to cut no-shows
- Full system
Tilly books, moves and fills
Bookings handled by phone, text or chat, with gaps filled.
- Books, reschedules and cancels during the call
- No-shows followed up to rebook
- Cancellations offered to a waitlist
Quote follow-up and lead nurturing
Quotes go cold and old leads get forgotten.
- Quick fix
Quote follow-up sequence
A few well-timed automated text messages and emails after every quote, stopping the moment they reply.
- Starts when the quote goes out
- Written in your voice
- Stops on reply and tells you
- Smart workflow
Lead nurturing and reactivation
Every lead gets the right follow-up for where it's up to, and old enquiries come back to life.
- Separate sequences for new leads, quotes and lost jobs
- Personalised from your CRM
- Reactivation campaigns to old enquiries
- Full system
Chase runs your follow-up
Every lead and quote followed through to a yes or a no.
- Reads replies and responds, or hands over to you
- Quote pages that show when they've been opened
- A pipeline view of what's at risk and why jobs are lost
Job updates and "on our way" texts
"Where are you?" calls interrupt the day.
- Quick fix
Automatic job texts
Customers know what's happening without calling you.
- Day-before reminder
- "On our way" with an ETA
- "Job done" with next steps
- Smart workflow
Updates from your job software
Status changes in your system send the right update automatically.
- Connected to your job management software
- Delays and reschedules sent straight away
- Photos and progress shared as the job moves
- Full system
Your customer portal, run by Otto
A private page for each customer, kept up to date by Otto.
- Job status, timeline, photos and documents
- Variations approved and signed online
- Otto answers "where are we up to?"
Google reviews, repeat customers and overdue invoices
The job's done, but the review, the payment and the next job slip away.
- Quick fix
Thank-you, review and payment reminders
A thank-you with your Google review link after every job, plus polite overdue invoice reminders.
- Thank-you text after every job
- Google review link with one reminder
- Overdue invoice reminder texts
- Smart workflow
Feedback and long-term nurture
Learn how every job went, and stay front of mind until they need you again.
- A short customer feedback survey, with any issue sent to you to fix
- Service, maintenance and seasonal reminders
- Rebooking and referral requests
- Full system
Aftercare, run by Stella
Reviews, payments and repeat work handled after every job.
- Reviews requested, monitored and answered
- Invoices chased in sequence, synced to your accounting software
- A wrap-up pack after every job, and past customers brought back when they need you
Built to the size of your problem
We'll always recommend the smallest fix that solves the problem. If one automation does the job, that's what we'll build. If you need a full team, we'll build that too.
- Step 1
One automation
ExampleA missed call sends an instant text back.
- Step 2
A few connected automations
ExampleMissed-call text-back, booking confirmations and reminder texts working together.
- Step 3
A smart workflow
ExampleA website enquiry gets an instant reply, quote follow-ups until they respond, and a review request after the job, all logged in your CRM.
- Step 4
A digital employee
ExampleTilly answers every call 24/7, books the job and texts you the summary.
- Step 5
Your full digital team
ExampleTilly, Quinn and Chase working together across calls, forms, chat and follow-up, reporting to one dashboard.
Compare your options
Doing it yourself vs an answering service vs Pillar Operating Systems
Each option has its place. Here's how they compare on the jobs that matter most to a busy business.
| Doing it yourself / voicemail | Human answering service | Pillar Operating Systems | |
|---|---|---|---|
| Answers calls 24/7 | Only when you can get to the phone. Otherwise callers reach voicemail | Depends on the plan. Many cover business hours only | Yes, day and night, including weekends |
| Replies to forms, chat, texts and messages | When you find the time | Usually phone calls only | Yes, straight away, on every channel you connect |
| Books jobs into your calendar | Yes, by hand | Often, if they can access your booking system | Yes, once connected to your calendar |
| Follows up quotes automatically | Only if you remember | Not usually. Follow-up stays with you | Yes, by SMS and email until they reply |
| Sends reminders and job updates | By hand, when there is time | Not usually | Yes, automatically |
| Sends you summaries | No. You keep track yourself | Usually a message with the key details | Yes, a written summary of each enquiry |
| Cost model | No extra fee, but it costs your time | Usually per call, per minute or a monthly plan | A monthly fee based on what you need |
General comparison only. Plans and features vary between providers, and a person can use judgement on unusual calls.
Questions
Frequently asked questions
Does it work with the tools I already use?
Yes. We build it around your current phone number, calendar, CRM, inbox and job software, so your team keeps working the way it does now. Where two systems don't connect, we build the link between them.
What is an AI answering service?
An AI answering service answers your business phone for you, day and night. It talks with callers in natural language, takes their details, answers common questions, books appointments and sends you a summary of each call. It's one part of AI customer service, which also covers your forms, chat, email, texts and messages.
What does a virtual receptionist do?
A virtual receptionist answers your calls remotely, as if they were sitting at your front desk. They greet callers, answer common questions, take messages, book appointments and pass on urgent calls. A virtual receptionist can be a person at an answering company, or an AI virtual receptionist that does the same job around the clock.
Can I just start with one automation?
Yes, and most businesses do. A simple automation like booking confirmations and appointment reminders is quick to set up and helps cut no-shows. Once it's paying for itself, we add the next piece.
Which channels can you cover?
Phone calls, website forms, website chat, email, SMS and social messages. You can start with one channel and connect the rest when you are ready, so every enquiry ends up in one place.
Will automated texts annoy my customers?
Not when they're set up well. Follow-up texts stop as soon as the customer replies, and you set the rules: how many messages, how far apart, what they say and when they're sent. Reminders and job updates are messages customers usually expect.
Does it work after hours and on weekends?
Yes. Calls, chat and form enquiries are answered 24/7, including nights, weekends and public holidays. You choose what happens out of hours, such as booking the job, taking details for the morning or alerting whoever is on call about an emergency.
How much does it cost?
It's priced to what you need. One quick fix costs less than a full system with a digital employee, and every setup is different, so we don't publish a single price. After the free AI audit, you get a written quote before you pay anything.
What's the difference between an AI receptionist and an answering service?
The terms overlap. A traditional answering service takes messages and passes them on. An AI receptionist goes further: it answers questions, books appointments, qualifies the enquiry and updates your systems. Our AI customer service includes all of that, plus missed-call text-back, website chat and automatic follow-up.
Stop losing work to missed calls.
Book a free AI audit. We'll look at how calls and enquiries reach your business and give you our honest view on what to fix first.
30 minutes · No jargon · No obligation