Meet Emma
Answering, assisting and managing the next step.
Who Emma is
Emma is the first Digital Employee developed by ACE AI. She is configured around each business’s approved information, customer experience and receptionist workflows. She works with approved business information and receptionist workflows.
She understands why someone is calling, responds with approved information and follows the agreed workflow towards a useful next step.
Emma is not:
Built around your business
Every Digital Employee is configured around approved business information, processes, tone of voice and workflows. Emma does not invent answers or learn your business on the fly—she is deliberately prepared to represent it clearly and consistently.
What Emma does
Emma’s responsibilities are agreed around the business and limited to approved information and workflows.
Emma answers incoming calls, engages callers naturally, understands why they are getting in touch and uses approved business information to answer appropriate questions accurately and consistently.
She can be configured with information such as:
Illustrative call journey
Every configured workflow is different. Emma can guide each caller towards the appropriate outcome, whether that is a booking, captured enquiry, call transfer, escalation or an after-hours next step.
Illustrative example
She greets the caller clearly and begins the conversation with a calm, professional tone.
Emma listens for why the caller is contacting the business and identifies the appropriate workflow.
She gathers the approved details needed to understand the request and move it forward.
Depending on the call, Emma can check availability, capture an enquiry, transfer the call or follow an agreed escalation protocol.
She books an appointment, records a callback, transfers the caller or escalates the request within the configured workflow.
Emma closes the conversation clearly, including approved confirmation or after-hours details where configured.
Emma checks configured availability, books or reschedules the appointment, and confirms the approved details.
Emma captures the caller’s details, records the reason for the enquiry and confirms the agreed next action.
Emma transfers the caller to the appropriate person or team according to the business’s approved routing rules.
Emma follows the agreed escalation protocol or provides the configured after-hours next step when immediate transfer is not appropriate.
Business value
Emma adds dependable capacity at the point where opportunities often begin: the telephone call.
More calls answered
Fewer missed opportunities
More consistent customer service
Better enquiry capture
Reduced repetitive receptionist administration
More time for human teams to focus on higher-value work
Human support
Emma handles agreed receptionist workflows when the existing team is busy, unavailable or focused on work that needs human judgement.
Digital Employees strengthen the business without reducing every customer interaction to automation. People remain central wherever judgement, relationships or exception handling matter.
Emma, clearly explained
Clear expectations are part of the ACE Standard.
No. Emma is an intelligent Digital Receptionist designed for natural telephone conversations and approved receptionist workflows.
Emma should be presented clearly and honestly as a Digital Receptionist. Her natural, professional style does not require representing her as a human employee.
This depends on the business’s telephone environment and approved configuration. ACE AI will confirm compatibility before any deployment; this page does not promise a specific telephone integration.
Yes, when configured to do so. Emma can remain available when staff are busy, unavailable or after hours according to the client’s operating requirements.
Yes. Emma can check configured calendar availability, book appointments and reschedule existing appointments within the approved workflow.
Emma can capture the caller’s contact details and reason for calling, then record the callback request within the approved enquiry workflow.
Yes. Emma is configured around the business’s approved information, preferred customer experience and receptionist workflows.
Emma is dependable operational capacity that supports and strengthens the existing team. She is not presented as a replacement for every receptionist function.
Emma follows the next step agreed in the approved workflow. This may include capturing the available details and recording what the caller needs. Exact handling is confirmed during configuration rather than assumed here.
Ready to meet Emma?
Book a demo and experience how Emma handles a real business conversation.
