Customer support · Production

Ace Medical Company filters irrelevant calls and serves buyers 24/7 with Upfirst AI receptionist

The problem

Ace Medical's main phone line mixed genuine customer inquiries with a high volume of irrelevant calls from prank callers, solicitors, and service vendors. Their previous answering service could only take messages and handed off any detailed question to staff, causing constant interruptions and risking missed opportunities with real buyers.

First attempt

Their previous answering service was limited to basic coverage; any detailed customer question triggered a hand-off to a staff member, causing constant interruptions and lost sales opportunities.

Workflow diagram · grounded in source
1
Inbound call arrives
trigger
“they forwarded their main line, loaded product and FAQ details into the Upfirst dashboard, and started testing live calls right away”
2
AI answers product questions
ai_action
“when a customer calls, Upfirst can answer detailed product questions, ask the right qualifying questions, and even offer to take an order or provide a quote”
3
Classify caller as buyer or solicitor
routing
“Upfirst acts as a filter, politely handling the conversation, gathering enough info to identify solicitors, and preventing unnecessary interruptions”
4
Hand off qualified buyers to team
integration
“If the caller's ready to buy, Upfirst collects the necessary info and seamlessly hands them off to the right team member for a quote”
5
Filter out solicitors
output
“It pretty much weeds all those out”
Reported outcome

Upfirst filters out solicitors and irrelevant callers, answers detailed product questions autonomously, and transitions qualified buyers to the quoting process—delivering professional 24/7 coverage at a fraction of the cost of the previous service.

Reported metrics
Call interruptions to staffFewer interruptions
Customer conversation qualityHigher-quality conversations
Order handling speedFaster order handling
Cost vs previous servicefraction of the cost
Show all 5 reported metrics
call interruptions to staffFewer interruptions
customer conversation qualityHigher-quality conversations
order handling speedFaster order handling
cost vs previous servicefraction of the cost
call coverage availabilityNever a missed call, never a rushed answer
Reported stack
Upfirst
Source
https://upfirst.ai/customers/ace-medical-company
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Upfirst filters out solicitors and irrelevant callers, answers detailed product questions autonomously, and transitions qualified buyers to the quoting process—delivering professional 24/7 coverage at a fraction of th…

What tools did this team use?

Upfirst.

What results were reported?

Call interruptions to staff: Fewer interruptions; Customer conversation quality: Higher-quality conversations; Order handling speed: Faster order handling; Cost vs previous service: fraction of the cost (source-reported, not independently verified).

What failed first in this deployment?

Their previous answering service was limited to basic coverage; any detailed customer question triggered a hand-off to a staff member, causing constant interruptions and lost sales opportunities.

How is this customer support AI workflow structured?

Inbound call arrives → AI answers product questions → Classify caller as buyer or solicitor → Hand off qualified buyers to team → Filter out solicitors.

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