Services by Progress Akande
AI voice and chat agents handle defined conversations, collect lead details and connect callers or visitors to the next appropriate action. Progress Akande develops agents with Vapi, Retell AI, Twilio, GoHighLevel, n8n and Make for service businesses that need call coverage, appointment booking and structured records with clear human handoffs.
Last updated November 2, 2026
The scope
An agent can answer common questions, qualify an inquiry and offer an available appointment. It should not pretend to understand everything about your business. We define the questions it can answer, the information it may collect and the conditions that require a person. A caller asking for an exception, raising a complaint or describing a sensitive situation needs a route beyond a scripted answer.
Inbound answering and after-hours coverage serve different situations. During business hours the agent may transfer to staff; after hours it may capture a message and explain when a person will respond. The fallback must reflect your real staffing arrangements. If transfer is unavailable, the conversation should end with a truthful next step rather than an invented promise.
Appointment booking is more than placing an event on a calendar. The agent needs the correct appointment type, time zone, availability rules and required contact details. It must distinguish a new booking from a cancellation or reschedule. I connect those actions to the CRM so the business can see what was agreed and avoid sending contradictory follow-up.
Qualification questions should help a person decide what happens next. We choose useful fields and avoid collecting unnecessary personal information. Call summaries identify the request, the agreed action and anything staff should review. Website and SMS chat use the same approved business facts, but the conversation is adjusted for written messages rather than copied word for word from a phone script.
Callers should be told that they are speaking with an AI. Recording and communication consent requirements vary by location and use case, so the operating business must check the rules where it and its callers are located. Disclosure wording, recording behavior and outbound calling practices are reviewed before launch. An agent does not remove the responsibility to comply with applicable requirements.
Outbound follow-up needs particular care. We agree who may be contacted, why they are being called and how a refusal is recorded. No workflow should keep contacting someone after an applicable opt-out. Twilio supplies the communications connection, Vapi or Retell AI can support the agent layer and GoHighLevel can hold the business record; responsibilities are kept clear between these parts.
I test noisy or incomplete responses, changed intent, unavailable slots and failed CRM writes. An agent that sounds fluent can still take the wrong action. The review checks factual answers and actual booking outcomes, not simply whether the voice sounds convincing. You approve the scripts and observe representative conversations before the setup is handed over.
Monitoring focuses on completed tasks, escalation quality and the accuracy of captured details. When callers repeatedly ask something the agent cannot answer, that is a signal to improve the knowledge or route the request differently. Scope, timeline and quote are agreed before work starts, including the integrations and review process needed for responsible operation.
The Growth Engine
We review why people call, which questions staff answer repeatedly and where a human must take over. Existing call handling and booking rules become the starting point for the agent.
We define the tone, approved statements and qualification criteria. The agent represents your business accurately without inventing offers, availability or promises.
I configure the conversation, phone or chat connection and calendar actions. We test ordinary requests alongside interruptions, unclear answers and situations outside the knowledge base.
Call summaries and lead records flow into the CRM through approved connections. We review escalation behavior, after-hours handling and monitoring before putting the agent into routine use.
Client experience
Akande did an excellent job building our AI Voice and Chat Agents and automating workflows in n8n and Make.com. He integrated Twilio, GoHighLevel and APIs to create scalable systems for lead capture, qualification and follow-up. He is professional reliable and detail oriented and I would highly recommend him.
Yes, when connected to a calendar with approved availability and booking rules. It needs the correct appointment type and required details. Failed or ambiguous bookings should escalate instead of being reported as confirmed.
It can handle defined routine conversations, but complex, sensitive or emotional calls still need people. We design escalation and fallback behavior around that boundary. The service is not presented as a replacement for every human interaction.
Yes, the agent should disclose that it is AI. The business should also check call recording and communication consent rules where it operates. Disclosure and consent handling are part of the configuration discussion.
Yes, chat agents can use approved business knowledge and connect to the CRM. The written experience is configured separately from the phone conversation. Human handoff and opt-out behavior remain important.
Share your call types, FAQs and booking rules through the contact form. Each project is scoped and quoted before work starts, with a timeline and agreed testing process. Existing systems are reviewed before integration is promised.
Your next step
Every project is scoped and quoted before work starts. Your quote includes the timeline and required inputs.
Based in Nigeria, Progress works remotely with founders and service businesses in the US, UK, Canada, Australia and the UAE. You work directly with the person building your project, with scope, quote and timeline agreed before work starts.
Contact Progress about this service