Client snapshot
Industry
IT training & placement
Key contact
Anna, Project Manager
Customers
Recent graduates with complex visa statuses, plus IT pros seeking training and
placement
The challenge
The front desk was expensive — and a brand problem.
Anna and her team wanted a seamless, modern solution for handling front desk duties without relying on costly human personnel.
Traditional support was expensive. Staff struggled with constant context switching between:
- CRM updates
- Consultation scheduling
- Ticket management
- Multichannel communication (email, phone, chat)
These repetitive tasks drained resources and slowed response times, undermining both cost-efficiency and the company's modern, tech-forward brand.
The goal
Replace the front desk with an AI-driven solution.
- Deliver ≥95% successful task completion / containment
- Integrate with CRM, ticketing, email, and VoIP
- Reduce support costs meaningfully
- Be demo-ready in 2 weeks, with full rollout within 6 weeks
How we did it
Agile MVP, daily iteration, full handoff.
- Agile MVP, fast. First working product delivered by end of week 1. Demo-ready agent with a dummy CRM shipped in 2 weeks — on deadline.
- Rapid iteration for real needs. Frequent collaboration with Anna's team. Fast feedback and sandbox / production access. Iterations every ~3 days adding key integrations, simplifying flows, and boosting reliability. Tuned to hit the ≥95% success benchmark.
- Full-scale deployment & training. Final stack: ElevenLabs voice (with Twilio), a custom Model Context Protocol (MCP) server, and n8n orchestrating multiple microservices. Integrated with Microsoft Teams, Dynamics 365 CRM, Outlook calendar, and custom AI tools. Loom walkthroughs and full documentation. Handoff included training plus optional ongoing maintenance.
Caller → Twilio → ElevenLabs voice → MCP server →
n8n → Dynamics 365 / Outlook / Teams
The results
Live on schedule. Staff focused on the work that matters.
- Human workload for basic support and scheduling dropped significantly
- Customer satisfaction increased as response times and booking efficiency improved
- Staff could now focus on higher-value personal engagement and case management
| Before (Manual support) | After (AI-powered automation) |
|---|---|
| High recurring costs | Major labor savings |
| Error-prone integrations | Seamless, automated cross-system flow |
| Slow bookings / ticketing | Fast, self-serve for students |
| Hard to scale | Ready for future outbound automation |
Key takeaways
What made this build work.
- Prototype-to-demo in 2 weeks showed what was possible and got the team aligned
- Fast persistent iteration led to a high-reliability solution despite initially "vague" requirements
- Technical adaptability enabled integration with complex, previously siloed services
- Support can now scale, and the business looks and feels like the tech leaders they are
Tech stack
What it's built on
- Voice: ElevenLabs + Twilio
- Orchestration: n8n with custom Model Context Protocol (MCP) server
- CRM & calendar: Microsoft Dynamics 365, Outlook calendar
- Comms: Microsoft Teams
- Ops: transcripts, outcome tagging, error handling, run logs
The client says
Noah was fast, communicative, and cracked every integration… some of which we worried weren't even possible. Our complicated set of needs felt manageable for the first time. Staff and students love the new system.
