Thousands of After-Hours Calls That Might Otherwise Have Been Missed
Aqua Ultraviolet began using Auracy primarily during closed hours. What surprised the team most was not only how customers responded to the AI Agent, but how many people had been trying to reach the business outside normal office hours.
Industry
Water treatment / product manufacturing
Primary role
After-hours customer support
Supporting workflows
Product information, parts guidance, message capture, human follow-up
THE CHALLENGE
Customers still need useful answers after the office closes.
Aqua Ultraviolet is a small business with long-standing customer relationships and a highly specific product line. After-hours callers may need help identifying equipment, finding the right part, understanding a process, or simply knowing what to do next.
The challenge was to extend useful customer service beyond office hours without replacing the personal support the company values or encouraging the AI Agent to guess when a question required staff expertise.
WHAT THE AGENT DOES
A focused support layer for closed hours.
Answers Common Questions
Uses prepared business and product information to answer supported questions and help callers make progress while the office is closed.
Walks Callers Through the Process
Guides customers through supported troubleshooting or product-selection steps instead of leaving them with voicemail.
Provides Exact Part Information
When the required information is available in the approved knowledge base, the agent can provide exact supported part numbers and related guidance.
Captures Follow-Up Details
Collects the customer’s name, email, issue, and other useful context so the human team can continue from a better starting point.
Keeps Humans in the Loop
Specialized, uncertain, or serial-number-specific situations are left for staff follow-up rather than forcing an answer outside the agent’s approved scope.
Turns Closed Hours Into Service Hours
Customers can receive meaningful assistance outside normal office hours instead of simply reaching voicemail or waiting until the next business day.
WHAT AQUA ULTRAVIOLET SAW AFTER LAUNCH
The biggest surprise was the demand they had not been seeing.
After roughly six months, Aqua Ultraviolet reported that the agent had handled thousands of calls including many conversations the business believes it may otherwise have missed completely.
“I didn’t even know I was talking to AI.”
“He sounded real and was extremely helpful.”
“He provided me with the exact part numbers I needed.”
THE VALUE OF THE IMPLEMENTATION
A managed service that keeps getting better with the conversations.
Aqua Ultraviolet specifically praised that the Agent was not something that was simply turned on and forgotten. The team continues building the knowledge base, learning from customer interactions, and working with Auracy to improve the experience over time.
That feedback loop also gives the business another source of insight into what customers are asking for and what they need outside normal office hours.
Aqua Ultraviolet says it “100% recommend[s] Auracy AI” and that, most importantly, its customers love the experience.