Bluna

Client Challenge / Project Overview

Managing high volumes of inbound calls efficiently remains a major challenge for organizations, often resulting in missed calls, delayed responses, and fragmented records. Traditional reception and call routing can't scale to meet the demands of today’s fast-paced environments, leading to lost opportunities and diminished customer satisfaction.

Blue People set out to create "Bluna": a 24/7 virtual voice assistant capable of answering all inbound calls, transcribing content, identifying call types, and autonomously triggering follow-ups with actionable insights—eliminating delays and enhancing internal workflows.

Solution Implemented

Bluna integrates the latest AI voice technology and automation platforms to deliver a seamless, end-to-end caller experience:

• AI Phone Reception: Bland AI’s lifelike agents answer every inbound call, engage in natural conversations, and collect comprehensive caller information.

• Call Understanding with GPT: Each call’s audio is transcribed, summarized, and classified (e.g., sales, support, inquiry) using powerful language models.

• Automated Workflows through Make.com: Bluna triggers Make.com to send detailed summary emails—including the call type, short summary, and full transcript—to relevant team members instantly.

• Centralized Reporting: Each call interaction is logged and analyzed, ensuring full visibility and opportunities for continuous process improvement.

Key Features

• 24/7 Responsiveness: Bluna provides round-the-clock, AI-powered call handling.

• Natural Conversations: It engages in multilingual, natural-sounding phone conversations.

• Instant Information Processing: It offers instant transcription, summarization, and type classification of calls.

• Automated Follow-ups: It delivers automated call follow-ups via email for rapid response.

• Seamless Integration: It integrates fully with internal tools for a frictionless data exchange.

• Scalable & Secure: It is designed with enterprise demands in mind, ensuring performance and compliance at scale.

• Detailed Analytics: It provides a feedback loop for ongoing optimization through detailed analytics.

Key Results and Benefits

• Never Miss a Call: Every inbound inquiry is answered, processed, and routed to the right person, boosting client satisfaction.

• Rapid Information Flow: Teams receive timely, detailed briefings—including call type, a summary, and a full transcript—immediately after each call.

• Increased Productivity: Staff are freed from manual answering and note-taking, allowing them to focus on high-value tasks.

• Enhanced Visibility and Decision-Making: Centralized call data and advanced analytics support better business decisions and customer insights.

• Scalable and Reliable: The enterprise-grade infrastructure ensures reliable performance and compliance at scale.

Conclusion

Bluna demonstrates how blending state-of-the-art conversational AI with no-code automation platforms like Make.com transforms inbound communication for modern organizations. By combining AI-driven voice reception, intelligent processing, and instant workflow automation, Blue People empowers teams to respond faster, work smarter, and deliver world-class customer experiences around the clock.