"Ava takes calls."

It sounds simple, doesn't it? But anyone who has ever managed or worked on a helpdesk or in a high-volume support centre knows that "taking a call" is anything but easy.

Most of you know me from Helpdesk, for those that don’t, I’m Perry and I have been with DMS Navigator for 15 years. Looking back at my years on helpdesk at Navigator, I wanted to create something as frictionless as possible. I built Ava because I wanted to reduce common human errors, that tend to happen when their mind is on something else, the missed details, the rushed tickets, and the lottery of whether a caller would get a consistent answer.

It isn’t about replacing the human experience, but improving it. So now helpdesk have more time to spend with customers on outbound calls, which is where the real magic happens.

Finding the Line

The first real challenge wasn't the tech, it was the scope. I had to decide where Ava ended and a human began. If she tried to do everything, she’d fail. If she did too little, she was pointless.

I spent weeks mapping every possible path: Each one needed a flow that felt logical, not like a maze.

I decided to go for a complete ticket logging process, that automatically creates the ticket.

The "Robotic" Hurdle

Early voice testing was a reality check. Phrases that looked perfect on paper sounded stiff and awkward when spoken. Pauses were too long; responses were wordy. It felt... well, robotic.

I went back to the drawing board and rewrote the prompts line by line. I focused on direct prompts and controlled pacing. I learned that in the world of automated voice, every single word has to earn its place.

After internal testing of different voices, we settles for a very softly spoken Australian variants, don’t worry though, we haven’t moved down under! I hate spiders.

The Friction of Reality

Then came the data. People have accents; background noise isa nightmare; names are spelled in a thousand different ways. I couldn't have Ava just "guessing" and frustrating people. I built in confirmation loops, validation steps that verify data before moving on, with a built-in "safety valve" to flag uncertainty before it becomes an error.

We moved from simulations to "shadow mode, "running Ava alongside humans. We logged every breakdown, every weird edge case, and every emotional caller.

The Result

Building Ava didn't just give us a new tool; it reshaped how I think about operations. It’s about defining the problem in granular detail, testing under genuine pressure, and being humble enough to adjust fast when things don't go to plan and listen to honest frustrations and feedback.

It is a huge change, which can feel scary, but I am being intentional at every step of the way and my aim is to make it easier for everyone.

Today, every release gets a little better. Fewer misroutes, cleaner summaries for the team, and faster resolutions for the person on the other end of the line.

Ava handles the phone. I handle the standards. And we’re both still getting better every single day.

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While Ava manages our incoming calls, Johnny 5 is the intelligence behind our digital support desk. Unlike a standard automated system, Johnny 5 is a fully operational AI agent dedicated to analysing and resolving your support requests the moment they reach our Helpdesk.

High-Speed, 24/7 Support

Johnny 5 is designed to work at lightning speed, ensuring that no ticket sits idle. The moment a request is raised, whether captured by Ava or sent via email, Johnny 5 immediately gets to work.

• Instant Troubleshooting: Johnny 5 scans our extensive technical knowledge base to identify the core of your issue. If a solution is available, he can provide the answer immediately.
• True 24/7 Availability: Because Johnny 5 is always active, he provides the potential for instant answers 24 hours a day. This means you could receive a resolution to your enquiry in the middle of the night, long before our office opens for the day.
• Constant Evolution: Johnny 5 is a permanent member of our team. We are continually enhancing his capabilities by feeding him new knowledge and ensuring he runs on the latest, most advanced AI models available.

Empowering Our Human Team

The true value of Johnny 5 lies in the freedom he provides our human specialists. By automating the "heavy lifting" of routine technical queries and data analysis:

• Personalised Service: Our human agents are freed from repetitive tasks, allowing them to spend more high-quality, dedicated time speaking with customers and solving bespoke problems.
• Faster Complex Resolutions: With Johnny 5 handling standard "how-to" questions, the queue for complex issues moves significantly faster.
• Data-Driven Accuracy: Johnny 5 ensures that every response is backed by the most up-to-date documentation and historical data within our system.

Human-Verified Excellence

Although Johnny 5 is a fully live service, we continue to oversee his output. Our human experts regularly review his interactions to ensure he is delivering the high standard of service you expect from Navigator. This combination of cutting-edge AI and human expertise ensures your business remains supported around the clock. Click the button below to give him a try!