AI Agents
AI assistants that prepare staff for customer work
An assistant connected to jobs, quotes, invoices, and notes can prepare a customer-call brief. It can also suggest a follow-up or draft one for review. The useful starting task is an answer employees currently assemble by searching several systems.
Cass & York builds assistants around business records and defined employee actions. The brief below shows what source-backed call preparation could look like.
[01] Fictional example
What changed after the September 26 call
This fictional Cedar Court example is prepared on October 2. The request is: “Prepare me for Cedar Court. What changed since our September 26 call?”
At that call, Building A's exterior service was already recorded as complete, but its signed form was missing. The customer requested a revised quote for Building B. The accounting snapshot contained no invoice for the completed job.
September 27. Source record: Job CC-17 / signed form CC-D17 Change to include in the brief: Completion evidence was added.
September 28. Source record: Quote CC-Q8 version 2 Change to include in the brief: The revised Building B quote was issued.
September 30. Source record: Invoice CC-I3 Change to include in the brief: An invoice was issued for Building A's service.
A useful brief would read:
“Since the September 26 call, the signed form for Building A was attached on September 27. The service itself was already complete before the call. The revised Building B quote was issued on September 28 and is awaiting a response in the CRM. Building A's invoice was issued on September 30 and has an open balance in accounting through October 1.
“The phone records were last imported on September 29, so a later conversation or quote response may be missing. Check the customer history before following up.”
The fictional source records below show the evidence behind the example. In a working assistant, staff open the corresponding records they are authorized to access.
[02] Details
Decide what the assistant may do next
Preparing the brief requires reading records. Suggesting a discussion about the quote requires interpreting those records. Drafting a message creates something for the account manager to review. Sending it is a further action.
This proposed assistant prepares dated briefs and follow-up drafts for account managers. They inspect the sources and approve what to use. Sending messages or changing records needs its own action rules.
Access checks apply before information reaches the model, and action permissions apply when a change is made. A user should not receive another location's restricted records simply because they ask for them.
[03] Details
Test an answer that sounds convincing
Give the assistant a job whose status conflicts with its signed form. It should show the disagreement and both sources rather than choose the most convenient answer.
Ask for changes since a date when nothing new is recorded. The response should say that, and identify any stale sources. Ask for an invoice amount when the source provides only status. The assistant should not invent the number.
Queries supply defined balances and totals. Language understanding can summarize the customer's notes. An open balance alone does not determine whether service should be restricted.
[04] Fictional evidence
Source records for the October 2 call brief
The Cedar Court customer, identifiers, dates, and events are invented. These records illustrate a proposed assistant, not a delivered client system.
01
Call note CC C2
Call date: September 26, 2026. Customer: Cedar Court. Locations: Buildings A and B. The account manager recorded that Building A's exterior service was complete, but its signed form had not yet been attached. The customer requested a revision to the draft quote for Building B. No invoice for Job CC-17 was present in the accounting snapshot used for that call. The note and that accounting snapshot establish the comparison baseline. They do not establish that September 26 was the customer's most recent conversation outside the imported records.
02
Job CC 17
Location: Building A. Service: Exterior cleaning. Completion date: September 24, 2026. Document event: Signed completion form CC-D17 attached September 27, 2026. The completion was already known at the September 26 call; the added form is the later change.
03
Quote CC Q8
Location: Building B. History: Version 1 drafted September 25, 2026. The September 26 call requested revised scope. Version 2 issued September 28, 2026. Status through October 1: Awaiting customer response in the CRM. No accepted booking is linked to this quote in the available schedule.
04
Invoice CC I3
Linked job: CC-17. Issue date: September 30, 2026. Status through October 1: Open balance in accounting. This is a new invoice relative to the September 26 snapshot. The example does not supply a balance amount, a due date, or an overdue status.
05
Import status
The brief is prepared on October 2, 2026. Jobs, quotes, scheduling, and accounting are available through October 1. Phone-system records were last imported successfully on September 29; the next import failed. A later customer response or conversation may therefore be missing.
06
Access and actions
An account manager with Cedar Court access can inspect these records and prepare a brief or draft follow-up. Sending a message, changing a quote, or updating accounting requires the corresponding action permission and review rules. An open balance alone does not establish that service should be restricted.
[05] Selected work
Related work you can inspect
AutoTakeoff
AutoTakeoff project
Our AutoTakeoff project integrated AI-assisted document analysis into construction estimating. The call assistant above is a proposed use of connected customer records.
View Project →[06] Show us your workflow
Start with an answer your employees have to assemble
The proposal needs input from account managers, source-system owners, and whoever approves follow-ups. It should identify the sources, permitted actions, and sample questions, including conflicting and missing information.
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