Prepared for: Addwell EPoS Solutions
Prepared by: Automate Your Biz (AYB AI)
Date: Wednesday, June 3rd, 2026
Custom-development of the Addwell AI Support Receptionist to answer inbound calls, classify caller intent, collect support details, and automatically log call information into Addwell's shared Google Sheet.
Addwell is currently reviewing whether to replace its retiring receptionist/secretary or move to a virtual receptionist model.
The current workload is relatively light, making a full-time replacement hire expensive relative to the value delivered. The AI Support Receptionist provides a more cost-effective alternative.
The Addwell AI Support Receptionist delivers measurable value from day one - replacing overhead with efficiency.
Avoid the cost of hiring and training a replacement receptionist for a relatively light workload.
Automatically capture and log inbound support calls, eliminating manual message-taking.
Consistent call notes, issue descriptions, and callback details across every single call.
Directors and support staff gain real-time visibility over incoming support requests in the shared Google Sheet.
Reduces missed or incomplete messages when staff are unavailable or already on calls.
Low-cost starting point that can later expand into first-line support and troubleshooting.
INSURANCE INDUSTRY
It's been a pleasure working with AYB AI. We had already started looking into how AI can improve productivity & performance and their solution certainly did both of those things.
We have been able to integrate their voice agent in to our lead chasing which has had a huge positive effect. Getting our prospects to answer the phone was our biggest issue (even when they request call backs on our website).
After introducing the voice sales agent, our contact rate has improved from 40% to over 60% - which has exceeded our hopes and targets!
LEGAL INDUSTRY
It’s been a great pleasure working with AYB AI.
They are very knowledgeable and experienced in AI-generated communications.
We consider AYB AI to be a valued & trusted partner.
FINANCIAL SERVICES INDUSTRY
Working with AYB AI has been the definition of tailored professionalism. They have had a personal touch from day one and are very quick to respond and make changes as needed.
AYB AI developed several solutions for us that have helped our business become more systematic and efficient.
They take the time to really understand the goal and offer solutions to get there.
I plan to continue to work with AYB AI and would recommend them to anyone who is looking to optimize systems in their business.
HEALTHCARE INDUSTRY
AYB AI exceeded my every expectation and went above and beyond to come up with a solution for my somewhat complex request.
Not only was the service thorough and timely but the customer service was superb.
AYB ensured my needs were understood and followed up with me consistently throughout the entire process.
I highly recommend AYB for any of your automation needs!
Working estimate (~15-20 range)
Approximately 400-500 monthly
Typical AI-handled call duration
Addwell's current receptionist role is useful but not always workload-heavy enough to justify a full-time replacement.
Addwell supports businesses where issues can be time-sensitive. If a restaurant, retail business, or hospitality customer has a card machine, printer, EPOS, or service issue, they need solutions fast.
A voice-enabled AI receptionist built specifically for Addwell's inbound call process - professional, configurable, and deeply integrated with your existing workflow.
"Thanks for calling Addwell. To make sure I get you to the right person, can you please tell me why you're calling today?"
The AI Support Receptionist follows a structured, six-step support intake process on every call.
Ask why the caller is calling. Determine whether it's a support issue, billing query, sales enquiry, request for a specific person, or other.
AI asks the caller to describe their issue, then repeats it back to confirm. "You said your card system is completely down - is that correct?"
Collects business name, postcode, customer full name, and caller phone number. Detects caller ID and confirms: "Is this the best number to call you back on?"
"When is the best day and time for a member of the support team to call you back?"
AI confirms: issue, business, caller name, callback number, preferred callback time, and priority status.
After the call, AI automatically logs all details into Addwell's shared Google Sheet — including urgency level, AI call summary, and call recording link.
Addwell can have different call flows depending on whether the call happens during office hours or outside of them.
Emergency / Priority Detection Phrases…
The AI flags calls as urgent based on phrases such as:
The AI Support Receptionist connects directly to Addwell's existing tools - no new platforms required.
Addwell currently uses a shared Google Sheet to track incoming calls and support requests. The AI will automatically populate the shared sheet with structured call data, reducing manual entry and improving visibility across the team.
Fields logged include:
Optional alerts can be sent to specific channels for:
The initial proposal focuses on basic support intake and message handling.
However, the system can be expanded in the future into a true first-line support agent.
Guide customers through basic troubleshooting steps for common EPOS and card machine issues.
Use Addwell's internal support articles to answer repeat queries in real time — without looping in a human team member.
Walk customers through simple EPOS or card machine processes step by step during the call.
Escalate to a human only when the AI cannot resolve the issue - reserving the support team for complex or urgent cases.
Example future support question: "How do I update the price of a product in the system?"
If Addwell has internal documentation for repeat issues like this, the AI can walk customers through those steps in real time.
From kickoff to go-live in approximately 3-4 weeks, assuming timely access and feedback from the Addwell team.
Confirm call flow, business hours, emergency rules, Google Sheet structure, and notification preferences.
Build the core AI receptionist flow, configure support intake standards, voice, tone, fallback rules, and intent classification logic.
Connect AI call outputs to the shared Google Sheet, map fields to correct columns, configure optional email alerts, and test sample call records.
Addwell team tests internally. Test common support, urgent, and non-support scenarios. Adjust prompts, wording, priority rules, and Sheet mapping.
Route live calls to the AI. Monitor early performance. Review transcripts and call outcomes. Tune based on real-world usage.
Everything included in Phase 1 - fully built, tested, and ready for go-live.
Fully developed Addwell AI Support Receptionist with inbound intent classification flow.
Complete support intake flow with emergency/priority flagging and in-hours/out-of-hours handling logic.
Automatic Google Sheet integration with structured call data logging and optional email notification workflow.
Call transcript and summary capture for every AI-handled call, with recording links logged automatically.
Full internal testing and tuning across common, urgent, and non-support call scenarios before go-live.
Hands-on go-live support with early call monitoring, transcript review, and real-world performance tuning.
Includes AI receptionist setup, support intake flow, Google Sheet integration, testing, and initial configuration.
Includes support, monitoring, minor flow updates, manual call recording review, Google Sheet workflow maintenance, error handling, and ongoing performance optimization.
AI voice usage and telephony are billed separately based on actual minutes used. Estimated monthly usage cost is expected to be relatively low based on call volumes.
AI voice and telephony usage is billed at cost - transparently and based on actual minutes used.
Approx. $0.10–$0.15 USD per minute of AI talk time
Approx. £5.35–£6.70
per hour of AI talk time
Expected monthly usage cost £30–£60 based on 1–2 min support intake calls
Monday – Friday, 9am – 7pm UK time:
Available via Zoom, email, Slack, or WhatsApp.
Addwell provides access to the shared Google Sheet for tracking
Addwell confirms business hours and escalation rules
Addwell confirms which issues should be marked urgent vs. non-urgent
Addwell confirms whether live transfer should be enabled during office hours
English-only scope for Phase 1
Review this proposal and pricing with the Addwell team.
Schedule a Zoom call for rest of team to see the Addwell AI Receptionist working live in action.
Sign service agreement (Month-to-month - no long term lock-in required).
Confirm the initial call flow, Google Sheet fields and access, business hours, emergency rules, and escalation process.
AYB AI begins custom development of the Addwell AI Support Receptionist with delivery in ~3-4 weeks
Addwell AI Support Receptionist