24/7 Customer Support
Your customers don't call
between nine and five.
Sono answers your support line at every hour of the week — answering questions, raising tickets, and putting callers through to the right person when they need one. Nights, weekends and the noon rush included.
Sono's 24/7 customer support is an AI voice agent that answers a business's support line at any hour — resolving routine questions from the company's own knowledge base, raising tickets for anything that needs follow-up, forwarding callers to the right person when a human is needed, and paging the on-call contact when a call is a genuine emergency.
Production metrics
Support you can
actually rely on.
Measured across live Sono deployments over the last 90 days.
uptime
No cap on concurrent calls — ten callers at 3 a.m. all get answered on the first ring.
forwarded correctly
Right person, first transfer — because Sono listens for intent instead of counting keypresses.
resolved without staff
Answered, ticketed or booked on the call. Your team only sees what actually needs them.
The calls you can't staff
are the ones that cost you.
Roughly a third of inbound calls arrive outside opening hours, and most of those callers never leave a voicemail — they simply try the next number. During the day the problem inverts: the noon spike overflows a fully staffed team, and the queue does the same damage.
Meanwhile most of what everyone is queuing for is routine — opening hours, prices, order status, how to book. A night-shift receptionist costs €25,000 a year and a dedicated enquiry handler €30,000, and neither can take two calls at once. Sono covers all of it for a fraction of that.
Try Sono now
Hear Sono for yourself.
In seconds.
Drop your number and Sono will call you back right now. No form-filling, no scheduling — just a real conversation with the assistant.
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How it works
Answer. Resolve. Hand over.
The same four steps at 10 a.m. and at 3 a.m.
Step 01
Every call is picked up
First ring, any hour, any number of callers at once — in your brand's voice and the caller's language.
Step 02
Routine questions answered
Opening hours, prices, availability, order status, policies — answered from your own knowledge base, the same way every time.
Step 03
Tickets raised, calls forwarded
Anything needing follow-up becomes a ticket in your helpdesk. Anything needing a person is transferred — with the context already attached.
Step 04
Emergencies escalated
A genuine emergency pages your on-call contact within 60 seconds. Everything else waits in the morning digest.
Questions & inquiries
Same question. Three callers.
One answer.
Most support calls are the same handful of questions. Sono answers them from your approved knowledge base — consistently, at any hour, and with the source it used recorded against the call.
Swipe → for more callers
On-call & escalation
Wake the on-call
only when it's real.
Sono triages every night call by severity, pages your on-call person for genuine emergencies, and lets the dripping tap wait until Monday.
Triage rules
Configured by you. Enforced by Sono.
Rules update from your dashboard. Changes go live on the next call.
P1 timeline
Tonight, 02:1402:14:08
Tenant calls — "water coming through the ceiling"
02:14:22
Sono confirms the address and how bad it is
02:14:38
Classified P1 — active water leak
02:14:51
On-call paged · transcript and recording attached
Where Sono sits
First line, second line,
or nights only.
You decide which calls Sono takes and when. All three models run on the same setup — switching between them is a settings change, not a new project.
First line, 24/7
Sono answers everything first. It resolves what it can and forwards the rest to your team during their hours, or raises a ticket outside them.
Second line, behind your team
Your people pick up first. Sono catches the overflow — the noon spike, the sick day, the queue that would otherwise ring out.
Outside opening hours only
Evenings, weekends and holidays. Your team arrives to a digest of every call that came in overnight, with bookings already in the calendar.
Trained on your business
Good on day one.
Better every week.
You bring the knowledge. We bring the tuning — and neither stops at go-live.
Your knowledge, your words
Point Sono at your help pages, price lists and internal documents and we build the knowledge base from them. Your team reviews and approves every answer before go-live, and edits them from the dashboard afterwards — changes take effect on the next call.
Adapted to your context
Sono learns how your business actually works: which questions your callers really ask, what your team calls things internally, which cases must always reach a person, and how your busy hours behave. The same product sounds different at a garage and at a housing company.
Monitored, then improved
Our AI monitoring reviews every call for wrong answers, missed intents and awkward phrasing, and flags what needs attention. A Sono project engineer works through the findings with you, so the service measurably improves week over week instead of drifting.
Scope
What Sono closes out itself,
and what reaches a person
Your escalation rules decide the split, and Sono enforces them to the letter. Rules update from your dashboard and go live on the next call.
| Sono handles it | Reaches a person |
|---|---|
| Routine questions Opening hours, prices, availability, order status and policies — answered from your own knowledge base, the same way every time, at any hour. | Conversations that need judgement Forwarded to the right person or queue, 95% correctly on the first transfer, with the context already attached so the caller never repeats themselves. |
| Bookings and tickets Books real appointments into your calendar at 2am and raises tickets in your helpdesk, with the caller's details, transcript and recording attached. | Follow-up your team owns Delivered as a morning digest: caller, intent, outcome and any follow-up action required. |
| Non-urgent night calls A dripping tap, a billing question, a general complaint — classified P3 and queued for the morning instead of waking anyone. | P1 emergencies An active water leak, a gas smell, no heat below 0°C or a break-in pages your on-call contact by SMS and call within 60 seconds. |
| Triage and context Asks targeted questions to classify severity, confirms the address and how bad it is, and continues in the caller's own language. | Any caller who insists it is urgent Sono biases towards safety: a stated safety risk, or an escalation phrase you have defined, escalates the call even when the rules would not. |
What you get
Round-the-clock support
in practice
Sono books real appointments into your calendar at 2 a.m., not just messages for someone to read later.
Zendesk, Freshdesk, HubSpot, Jira Service Management and most others out of the box — caller details, transcript and recording attached. Anything else connects by webhook.
Sono knows the difference between "I'd like to book an appointment" and "there's water pouring through my ceiling", and pages the on-call for the second one.
Every overnight call summarised — caller, intent, outcome, follow-up — waiting in the dashboard and, if you want, in your inbox.
Callers reach a natural, helpful voice at 11 p.m. on a Sunday and get the same quality as at 9 a.m. on a Monday — in their own language.
No rota, no on-call fees, no overtime — and no cap on how many people call at once.
Works across industries
FAQ
Frequently asked
questions
It is a voice agent that answers your support line at any hour — day, night, weekend or holiday. Sono answers routine questions from your own knowledge base, raises a ticket when something needs follow-up, and transfers the call to the right person when a human is genuinely needed.
Across live deployments Sono resolves more than 70% of inbound calls end-to-end — answers given, tickets raised, bookings made — with no staff involvement. The rest are forwarded to the right person with the full context attached.
95% of forwarded calls reach the correct person or queue on the first transfer. Sono listens for intent rather than menu presses, so a caller who describes a billing problem in their own words still lands in billing.
Sono runs at 99.95% uptime, with no cap on concurrent calls. Ten people can call at once at three in the morning and all ten are answered on the first ring.
During onboarding we build a knowledge base from your website, help centre, documents, and anything else you provide. Your team reviews and approves it before go-live, and you can edit entries yourself from the dashboard at any time — changes take effect on the next call.
Sono says it is connecting the caller to someone who can help and transfers with the full call context, so the customer never repeats themselves. Outside office hours it raises a ticket and schedules a callback instead.
Yes. Sono writes tickets into Zendesk, Freshdesk, HubSpot, Jira Service Management and most other systems, with the caller's details, the transcript and the recording attached. Anything else connects through a webhook or a thin API connector.
Yes. Sono can run as your first line around the clock, as second line behind your own team, or only outside opening hours and during overflow peaks. You decide which calls it takes and when.
Sono is configured with your escalation rules. A call matching an emergency threshold — leak, gas, fire, medical, security, break-in — pages your on-call contact by SMS and phone within 60 seconds, with the address, severity, transcript and recording attached. Everything else waits for the morning queue.
Yes. Our AI monitoring reviews every call for wrong answers, awkward phrasing and missed intents, and a project engineer works through the findings with you. Most deployments measurably improve over the first weeks and keep improving as your knowledge base grows.
Sono biases towards safety. If a caller insists their issue is urgent, mentions a safety risk, or uses an escalation phrase you have defined, the call is escalated even when the rules would not have escalated it. You can also set a phrase like "this is an emergency" as an absolute escalator.
Get started
Support that's awake
when your customers are
In a 30-minute demo we'll set Sono up on your number and let you call in — a question answered, a ticket raised, an escalation triggered, live.
Book a Demo
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