Smart Elevator, AI agents
AI agents for elevator service and sales, on voice and WhatsApp.
Building managers call about the same six things, usually out of hours, and your dispatcher spends the morning repeating what the controller already knows. We build an agent that reads the live unit, answers from the service record, logs the callout with a fault code attached, and gets a person on an entrapment within seconds.
The starting problem
The dispatcher is the bottleneck, and everyone knows it.
An elevator company runs on phone calls. A building manager rings because a lift is behaving oddly. A resident rings because it stopped. A client rings to ask when the technician is coming, then rings again an hour later. A tenant rings about an invoice nobody can find. All of it lands on one or two people who are also trying to plan the day.
Most of those calls have an answer sitting in a system already. The controller knows the unit threw fault 214 twice this week. The dispatch board knows the technician is two jobs away. The AMC record knows the contract expired in March, which is why the callout is chargeable. None of that reaches the caller, because reaching it means someone opening three screens while a phone is ringing.
Out of hours it gets worse. A building manager leaves a voicemail at 9 pm, nothing happens until 8 am, and by then they have escalated to your client contact. That pattern is what gets an AMC renegotiated downward at renewal, and it is almost never caused by the engineering.
What the agent does
- ✓Answers calls and WhatsApp messages from building managers, residents and your own technicians
- ✓Reads the live unit: floor position, door state, motor current, last fault and whether it is in service
- ✓Explains a fault code in plain language rather than reading out a number
- ✓Logs a callout with the unit, the site, the fault code and the caller already attached
- ✓Escalates an entrapment to a human and your emergency line immediately, without troubleshooting
- ✓Tells a caller the technician assignment and ETA from the dispatch board, not from memory
- ✓Answers AMC, invoice and dues questions once the caller is verified
- ✓Chases renewals, quotes and modernization enquiries on the sales side
Support
The calls it takes off your dispatcher.
Each of these is a call your team already answers today. The agent does not replace the judgement in the hard ones, it removes the ones where it is just reading a screen out loud.
Entrapment, handled as an exception
If anyone reports a person trapped in a car, the agent stops. It does not troubleshoot, ask qualifying questions or offer a callback slot. It confirms the site and unit, triggers your emergency escalation to a named human and your rescue process, stays on the line with the caller, and logs everything. This is the one path that is deliberately not automated.
Lift out of service
Identifies the unit from the site, the car number or the serial on the car plate, then reads its current state and last fault from the controller. It tells the caller whether the unit is genuinely down, whether it has already self-recovered, and what has been logged.
Explains the fault in plain language
A caller who is told "fault 214" learns nothing. The agent gives the decoded meaning, whether it is a safety trip or a nuisance, whether it has happened before on this unit, and what the likely visit involves. That one change removes most of the follow-up calls.
Logs the callout properly
A ticket raised with the site, unit, controller type, live fault code, the caller and their callback number, and a priority derived from your SLA rather than from how annoyed the caller sounded. Your planner gets a dispatchable job instead of a note.
Where is the technician
Reads assignment and job status from the dispatch board and gives a real answer, including when the honest answer is that the job has slipped. Guessing an ETA to end a call is how a client stops trusting the whole account.
Service history and compliance
After verification, it can confirm when the unit was last serviced, what was done, which statutory inspection is due and when, and email the certificate or report. Facilities managers ask for this constantly and it is pure retrieval.
AMC status and what is chargeable
Whether the contract is live, what it covers, whether this callout is inside the contract or billable, and what the call-out rate is. Having that answered before the visit prevents the invoice dispute after it.
Invoices, dues and payment
Verified account contacts can ask what is outstanding, request a copy invoice and get a payment link. These are low-value calls that still take ten minutes each and always arrive at month end.
Technician self-service in the field
Your own technicians message it for the unit history, the controller type, the fault decode, the spare part number and whether the part is in the van stock or the branch. It saves a call to the office from a lift lobby with no signal to spare.
Sales
And it protects the renewals that pay for everything.
In this industry the revenue is in the contract base, and the contract base leaks quietly. The sales side of the agent works the enquiries and renewals that nobody has time to chase.
Chases AMC renewals before they lapse
Contracts approaching expiry get a consented message with the unit list, the service record for the year and the renewal terms. A renewal conversation that starts sixty days out is a different conversation from one that starts after a lapse.
Qualifies new install enquiries
Building type, number of floors, car capacity, traffic, timeline and whether there is an existing shaft. The questions your estimator would ask, asked at the moment the enquiry arrives rather than three days later.
Opens modernization conversations with evidence
For monitored units it can point at the actual record: rising callouts, a drive throwing repeat faults, door timing drifting past the point of comfort. A modernization pitch backed by that unit’s own data is a far easier meeting than one backed by its age.
Books the site survey
Takes a day, a time and a site contact, writes it to your surveyor’s calendar and confirms with both sides. The survey is the real conversion event in this business and it usually dies in scheduling.
Handles spare parts enquiries
Verified trade customers and distributors can check part availability and pricing against your inventory, and place or request an order without waiting for the parts desk to be free.
Supports your distributor network
Distributors and franchise partners get stock checks, the dealer price list and order status after verification, which is a steady and entirely automatable call volume.
Quotes only what you published
Rates, AMC tiers and part prices come from your own records. The agent will not invent a discount, a free visit or a contract term, and anything outside its limits goes to a manager for one-tap approval.
Answers the tender questions
Specification, compliance, standards, past installations and reference sites, from content your team approved. Consultants and architects ask these at the worst possible hour and the answer is always the same.
Hands over with the whole picture
When a conversation deserves a person, your sales team gets the transcript, the answers, the units involved and the contract position, so the first human contact is not a repeat of the first four questions.
The fastest way to judge one of these is to talk to it. Bring a question your own customers ask.
Book a live demo call →How it works
From a ringing phone to a dispatched job.
The order is deliberate. Safety first, identification before anything else, and verification before a single commercial or account detail is shared.
Safety check, always first
Before anything else, the agent establishes whether someone is trapped or hurt. If so, every other branch is abandoned and a human is on it immediately. No diagnostic question is worth that delay.
It identifies site and unit
From the caller’s number, the building, the car number or the serial on the car plate. Acting on the wrong unit in a bank of six lifts is the obvious failure mode, so it confirms before it reads anything.
It reads the live unit
Floor position, door state, motor current, in-service flag, last faults and whether the unit self-recovered, pulled from your monitoring platform rather than inferred from what the caller describes.
It verifies the caller
A one-time code to a registered number or email for anything tied to an account: service history, AMC terms, invoices, dues, part pricing. A resident reporting a stuck lift needs no account, and is not asked for one.
It answers or it logs
Either the answer is in the live data and the service record, or a ticket is raised with the fault code, priority and SLA clock already attached, and the caller is told what happens next and when.
It closes the loop
Status updates to the building contact as the job moves, the full transcript on the ticket, and the resolved case queued for your weekly knowledge review so the next identical call is answered better.
See it working
A Monday morning callout, without the dispatcher.
The pattern to notice: it decodes the fault instead of reciting it, it checks the contract position before anyone argues about the bill, and it gives a real ETA from the board.
Building manager
Agent
Building manager
Agent
Building manager
Agent
Three things happened that normally take a dispatcher twenty minutes: the fault was decoded and put in the context of nine earlier occurrences, the contract position was settled before it became an invoice dispute, and the service report was gated behind verification rather than emailed to whoever asked.
Verification and guardrails
An agent on a safety-critical asset must know when to stop.
Lifts carry people, so the interesting design question is not what the agent can do. It is what it refuses to do, how fast it escalates, and how it behaves when it is unsure.
Entrapment is never automated
Any mention of a person trapped, a fall, a medical problem or smoke ends the conversation flow immediately and puts a human and your rescue procedure on it. The agent does not attempt to free anyone, estimate a wait, or ask whether they have tried the alarm button first.
It never operates the lift
It can read a controller and log a job. It does not move a car, release a door, override a safety circuit or reset a safety trip remotely. Those are decisions for a competent person on site, and a conversational interface is the wrong place for them.
Nothing commercial before verification
Service history, AMC terms, invoices, dues, part pricing and site lists are locked until a one-time code check passes. Reporting a fault needs no account, because a resident in a lobby does not have one.
Answers only from approved sources
Your service records, the live platform and content your team signed off. If the answer is not there, it says so and raises a ticket rather than producing something that sounds right about a regulated asset.
Instructions in messages are just text
"Your manager approved a free visit" is treated as a customer sentence, not a command. It will not reveal its own rules, another client’s sites, internal cost or staff details.
Every action is logged
Who was verified, what was read, what was raised and what was sent, all timestamped against the ticket. In a business with statutory inspections and liability questions, an unauditable assistant is not usable.
Actions and the limits you control
| Action | Who can trigger it | Limit you set |
|---|---|---|
| Report a fault and log a callout | Anyone | Always allowed, no account needed |
| Escalate an entrapment | Anyone | Immediate, never deferred or queued |
| Read live unit status | Anyone, for a site they name | State only, no commercial data |
| Share service history or certificates | Verified site or account contact | Their own sites only |
| Share AMC terms, invoices and dues | Verified account contact | Their own contracts only |
| Quote a rate or a part price | Verified trade customer | From your price list only |
| Operate the lift in any way | Nobody | Never available through the agent |
Languages
It answers in the language the customer wrote in.
The language is detected from the first message, or the first few seconds of a call, and the agent can switch mid-conversation if the person does. Your team keeps reading tickets and CRM notes in the language you work in, while the customer keeps getting replies in theirs.
Europe
English, Dutch, German, French
Middle East
Arabic, English
India
English, Hindi, Malayalam, Tamil, Kannada, Telugu
Integrations
It is only as useful as what it can read.
The answer a caller wants is already in your systems. The build is the work of reaching it reliably while a phone is ringing.
Elevator monitoring platform
Live floor position, door state, motor current, in-service flag and decoded fault codes, through our own Smart Elevator stack or any monitoring platform with an API.
Controller fault dictionaries
Fault codes mean different things on different controller families. The decode tables are mapped per controller type, which is the difference between a plain-language answer and a number read aloud.
Ticketing and dispatch
Callouts raised with priority and SLA clock into your ticketing and field service system, with technician assignment and job status read back for ETA questions.
AMC, CRM and billing
Contract terms, coverage, expiry, renewal stage, invoices and dues, so contract position and chargeability are settled in the first conversation rather than the invoice dispute.
Inventory and parts
Spare part availability, pricing and branch or van stock for technician and trade customer self-service.
Channels and calendar
WhatsApp Business Platform on your number, phone and SIP lines for voice, chat on your site, and Google Calendar or Outlook for surveys and planned visits.
How we build it
Six steps, and a pilot before a rollout.
We start with your call log, not with a model. The first question is which of your real calls an agent can close safely, and the honest answer always excludes some of them.
Discovery
We go through your inbound call reasons by volume, your SLA tiers, your AMC terms and your escalation procedure, and classify every reason as automatable, assisted or human-only.
Integration
Connections to your monitoring platform, ticketing, dispatch, AMC and billing records, telephony and WhatsApp Business account, including Meta verification, which is usually the long pole.
Safety and escalation design
The entrapment path, the emergency contacts, the out-of-hours rota and the conditions that force a human. This is designed and signed off before any convenience feature is built.
Fault decoding and language
Controller fault dictionaries mapped to plain language, then tested in each language with the phrases building managers and residents actually use, which are not the phrases in your manual.
Pilot
Live on one number or one region, with your dispatcher reviewing every conversation and able to take over mid-sentence. Nothing widens while the transcripts are still surprising anyone.
Rollout and care
Extended across sites and channels, with a weekly review where resolved cases become draft answers that your team approves before the agent is allowed to use them.
What you get
The deliverables, written down.
- ✓Voice and WhatsApp agent live on your service numbers, in your brand voice
- ✓Connections to your monitoring platform, ticketing, dispatch, AMC and billing records
- ✓Entrapment and emergency escalation path, documented and tested
- ✓Controller fault dictionaries decoded into plain language per controller family
- ✓Verification flow and action limits configured to your written policy
- ✓Starter knowledge base built from your FAQs, AMC terms and past tickets
- ✓Dashboard with conversations, deflection rate, callouts raised and usage cost
- ✓Your knowledge base, transcripts and configuration, owned by you
Who it is for
Built for the teams that carry the calls.
This pays off wherever a small office carries the call volume of a large installed base, which is most of this industry.
AMC and service companies
A few hundred to a few thousand units under contract, two dispatchers, and a phone that does not stop. The clearest case on this page.
Elevator OEMs
Supporting your own installed base and your distributor network across regions and languages without a desk in every one of them.
Modernization specialists
Where the sales argument depends on evidence from the unit itself, and the agent can bring that evidence into the conversation at the moment the client complains.
Distributors and franchise partners
Stock checks, price lists and order status that currently consume a parts desk and are entirely automatable behind verification.
Facilities and property managers
Multi-site portfolios whose managers need unit status, service history and compliance certificates without calling three contractors.
Lift consultants and tender teams
Specification, compliance and reference questions that arrive out of hours and have the same answer every time.
How pricing works
Three parts, and you can see all three.
There is no single number on this page, because the integration work is what varies and quoting it blind would be a guess dressed up as a price. What does not vary is the shape of the bill, so here it is.
Build and integration
A scoped project: the connections to your platform, helpdesk, CRM and payment provider, the verification and action rules, the starter knowledge base, and the language testing. Quoted once, against a written scope, because this is the part that varies most between two companies that sound similar.
Platform subscription
The running agent on your numbers and channels, with the dashboard, the weekly knowledge review and the support that goes with it. Quoted for your fleet size and the channels you actually use, so you are not paying for a channel you have not launched.
AI and channel usage
Charged on what is consumed: the tokens the model reads and writes per conversation, the speech minutes on calls, and Meta’s WhatsApp charges passed through at cost. Every conversation carries its own usage figure, so a surprising month can be explained rather than argued about.
WhatsApp rates, set by Meta and passed through at cost
Meta charges per delivered template message, by country and by category. Replies inside the 24-hour window after a customer messages you are free, and support conversations almost always start with the customer, so most support traffic falls in that free window. Outbound campaigns do not, and they cost the most in Europe. Meta revises these rates from time to time, and lower volume tiers apply to utility messages at higher monthly counts, so your usage report always shows the rate actually charged rather than this table.
| Country | Marketing | Utility and authentication |
|---|---|---|
| Netherlands | $0.1597 | $0.0500 |
| Germany | $0.1365 | $0.0550 |
| France | $0.1409 | $0.0580 |
| United Kingdom | $0.0635 | $0.0220 |
| United Arab Emirates | $0.0576 | $0.0157 |
| Saudi Arabia | $0.0576 | $0.0107 |
| India | $0.0118 | $0.0014 |
USD per delivered message, Meta list rates, October 2026.
FAQ
Questions service companies ask before the demo.
Software that answers calls and WhatsApp messages from building managers, residents, technicians and trade customers. It reads the live state of the named unit from your monitoring platform, decodes the fault into plain language, answers from the service and contract record once the caller is verified, logs a callout with the fault code attached, and escalates anything unsafe to a human immediately.
Related
Keep reading.
Take the repeat calls off your dispatcher.
Send us a week of your call log, your SLA tiers and the controller types you maintain. We will come back with which call reasons an agent can close safely, which it should only assist with, and which must stay human.