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Case Study · Voice AI
Live agent — deployed in production
Voice AI · Home Improvement · Ottawa–Gatineau

Every Missed Call Was a $5K–$15K Project Walking to a Competitor.

Verdun Windows & Doors was losing after-hours leads to voicemail. We built a 24/7 AI voice agent that qualifies leads, books consultations instantly, and never lets a call go unanswered.

The Cost of Missed Calls — Monthly
~30
missed calls/mo
×
40%
close rate
×
$10K
avg project
=
$120K/mo
missed revenue opportunity
24/7
Calls answered at any hour, any day
100%
After-hours leads captured
Instant
Appointment booked during the call
Auto-Scored
Hot / Warm / Cold leads ready every morning
Client
Verdun Windows & Doors
Industry
Home Improvement / Mfg
Location
Ottawa–Gatineau, Canada
Users
Sales team + inbound callers
The Problem

Leads Don't Call on a Schedule. The Office Does.

🔴 CLOSED
12am – 8am
🟢 OPEN
8am – 12pm · 1pm – 5pm
⚠ LUNCH
12–1pm
🔴 CLOSED
5pm – 12am
12am6am9am12pm3pm6pm9pm12am

🌙 After-Hours = Lost

Calls at 7pm Saturday — homeowner staring at a drafty window, ready to book — hit voicemail. Most don't leave one.

⏱ Callbacks Lose Deals

24+ hour callback delay. By then, the homeowner has booked a competitor's in-home consultation.

📋 Sales Team as Screeners

Salespeople spending time on out-of-area callers and "just getting prices" inquiries. No qualification, no prioritization.

$5K–$15K
Avg project value per consultation
~40%
After-hours callers never call back
24+ hrs
Typical callback delay
How It Works

Every Call. One Agent. Five Smart Routing Paths.

📞   Inbound Call · Any Hour, Any Day
↓   Retell AI answers instantly
🤖   AI Voice Agent — Conversation Flow
01
Greet & Identify
New lead, existing customer, or general inquiry
02
Qualify
Scope · area · timeline · urgency
03
Inform
Products, ENERGY STAR, warranty, financing
04
Act
Book, route, or capture & schedule callback
↓   classified → one of five paths
📅
Hot Lead → Book
In-area, ready to buy — appointment booked instantly with SMS confirmation.
🔥
Warm → Score
Interested, not ready. Scored and queued on sales dashboard.
❓
Questions → Answer
Product info handled from knowledge base. No salesperson needed.
🔧
Service → Route
Existing customer intake — full context routed to service team.
👤
Complex → Escalate
Transferred to human with full call context pre-loaded.
↓   smart escalation by time of day
🟢 Business Hours
Complex or high-intent leads transferred to a human agent with full transcript and lead score passed instantly.
🌙 After Hours
Callback scheduled for next business day. SMS confirmation sent. Follow-up retries up to 3× if callback isn't reached.
Technology Stack
Voice AI
Retell AI
Natural speech · low latency
Backend
Supabase
Call logs · lead scores · transcripts
Automation
N8N
Workflows · notifications · follow-ups
Dashboard
Custom Portal
Analytics · scoring · morning briefing
This Is Real — You Can Call It Right Now

A Saturday 7pm Call. Lead Qualified. Appointment Booked. 4 Minutes.

Live call transcript — Saturday 7:14pm
verdun-voice-agent · inbound · 7:14pm Sat
● LIVE
V
Hi, thanks for calling Verdun Windows and Doors! I'm here to help you 24/7. Are you looking to replace windows, doors, or both?
7:14pm
C
Hi yeah, I need to replace about 4 windows — they're really drafty and one has a crack in the frame.
7:14pm
V
Got it — 4 windows including one with a damaged frame. Are you located in Ottawa or Gatineau?
7:15pm
C
Ottawa, yeah — Barrhaven area.
7:15pm
V
Barrhaven is in our service area. Are you thinking next few months, or more urgent given the crack?
7:15pm
C
Fairly urgent — it's been cold. I'd like to get it done before winter.
7:16pm
V
Priority timeline. I can book a free consultation — Thursday at 2pm or Friday at 10am?
7:16pm
C
Thursday at 2 works.
7:17pm
✅   Appointment booked — Thursday 2:00pm · John M. · Barrhaven · 4 windows
V
Done! You're booked for Thursday at 2pm. You'll get an SMS confirmation shortly.
7:17pm
📱   SMS → "Your Verdun consultation is confirmed for Thursday Nov 14 at 2:00pm."
Auto-generated lead score card
LEAD SCORE
🔥 HOT · 94/100
AUTO-QUALIFIED
CallerJohn M. · Ottawa (Barrhaven)
Project4 windows · 1 damaged frame
TimelineUrgent — before winter
Appointment✓ Booked — Thu 2:00pm
Called AtSaturday 7:14pm
Score breakdown
In service area
100
Project urgency
95
Project scope
88
Appt. confirmed
100
Sales team morning dashboard — Monday 8am
📋   Weekend Leads — Ready to Action
Mon Nov 15 · 08:00am
John M. — Barrhaven
4 windows · urgent · appt: Thu 2pm ✓
🔥 HOT 94
Sat 7:14pm
Sarah T. — Kanata
Patio door replacement · spring timeline
⚡ WARM 71
Sat 9:02am
Mike R. — Nepean
Pricing inquiry · no timeline
COLD 28
Sun 2:44pm
Impact

Zero Missed Calls. Every Lead Captured, Scored & Actionable.

100%
After-hours leads captured
24/7
Coverage — no staffing cost
0 sec
Wait time — instant answer
Metric
Before
After
After-hours capture
Lost to voicemail
100% captured + qualified
Lead qualification
Manual — every call
Automated hot/warm/cold
Appt. booking
Callback, 24+ hrs
Instant, during the call
Product questions
Sales team time
Handled by AI agent
Lead follow-up
Manual, inconsistent
Auto retries + SMS
Service routing
No intake process
Full context captured
The Real Unlock
The agent doesn't just answer calls — it changes the economics of lead capture. A homeowner calling at 7pm on Saturday is the hottest lead. They're standing in front of the problem, ready to spend. Before, that call was lost. Now it's booked.
Verify It Yourself — Live Links
📞
Try Live Agent
greeter-agent-3923.twil.io
🔀
View Agent Flow
agent.retellai.com/preview
🌐
Client Website
verdunwindows.com