Designed to answer every call. More faults fixed on the phone.

An engineer call that did not need an engineer

This is a pilot test call, and it is worth being straight about what was arranged and what was not. The fault was chosen in advance and the caller is from our own team. The system's side was not arranged at all. It was told nothing about the fault, given no script, and had no more to work with than it has on any call. It answers as Holly.

Two moments are worth listening for. The call opens with a request to book an engineer, and no engineer is needed by the end of it. And partway through, the caller does not understand the answer and says so, which is not what a rehearsed call sounds like. What comes back is a piece of trade equipment explained to someone who has never heard of it.

The fault is an everyday one, a creamer plate left out after a line clean. It runs at its real speed, including the moments where Holly is working something out, because that is what a caller actually hears.

What iNN-Genius does on every call

Morepour already runs call handling and work allocation at scale. iNN-Genius is the layer we have built on top of that human capability: an AI-supported call handling system, currently in structured pilot inside our own operation. What matters is what it does for the caller and for the business.

What that means for your operation

• Fewer call-outs. A visit avoided is cost removed from the operation, not deferred.
• Faster service for your customers. An outlet walked through a fix is pouring again within the hour, not waiting for a van.
• Consistency. The planned design applies the same signed rules on every call.
• Evidence, not anecdote. A record of every call, so decisions about equipment, sites and spend are made on data.
• Scale without strain. National call volume handled without call centre headcount growing in step with it.

Where Holly goes next

Call handling is the first layer. The same system is designed to reach across the whole of a service operation, in stages. Each stage runs inside our own business first, the way the call handling does now, before it is offered to anyone else. What follows is designed and sequenced, not yet built.

• The booking that follows the call. When a visit is needed, the job is raised in the scheduling system with everything Holly found, held for the office to confirm. Nothing is dispatched without a person saying yes, and a daily check confirms that every booking made is a booking that exists.
• Work arriving by email. A customer's email becomes a logged job, ready for the office to plan, with a suggested engineer for that area. Today someone types it up by hand.
• The right people for the right area. Calls routed to whoever covers that postcode, shared areas split fairly between partners, and calls that belong to someone else, cooling, soft drinks or gas supply, recognised and passed on rather than diagnosed.
• Parts on site, fitted by the caller. A small parts pack kept by the equipment, with a code the caller scans. Holly knows what is in the pack and where it is, walks the fix, and the parts are replenished by post. A visit for a washer becomes a fix on the spot.
• Knowing who is calling. Sites and accounts recognised at the start of the call, so service goes to the customers entitled to it. In the planned design, that check never holds up the safety rules: they apply whoever is calling.
• Evidence and early warning. Every call, booking and fix in one record, reported by site, equipment and fault, with service-level risk flagged before it becomes a breach so cover can be arranged in time.
• Your own experts keep it current. Directors and senior engineers add faults and correct answers themselves, by talking to Holly.
• Built to alert a person. If the AI behind Holly is slow or down, the planned design raises an alarm and alerts a person. This design is not yet released; release needs the agreed checks.

The order is deliberate. Each stage depends on the one before it, and each is proven in our own operation before it is offered to anyone else.

People stay in the loop

This system exists to support people, not to replace them. Complex calls, commercial judgement and anything involving safety sit with our team. That balance is deliberate, and it is why the customer experience improves rather than suffers.

Where it stands today

iNN-Genius is working in structured pilot inside our own operation. Every call it has taken so far has been a test call from our own team. The next step is a conversation about your operation, your call volume and the faults you see most.