JustClear Scotland – Conversational AI for Smarter Customer Calls

JustClear Scotland (Environmental Services – Waste Clearance), Scotland Wide

The Challenge

To handle growing call volumes more efficiently

To better manage quotes, bookings, and follow-ups

To respond to facebook campaigns

To maintain headcount

The overarching goal was to make customer communication faster and more reliable while maintaining a personal, human tone.

Our Solution

scotsphere AI designed and delivered a fully conversational voice assistant called Ray, capable of managing both inbound and outbound calls for waste clearance services.

Ray integrates directly with JustClear’s key systems, as well as scotsphere's purpose built AI pricing and quotation engine, Cal.com for scheduling, and Twilio for SMS notifications.

In practice, when a customer calls, Ray:

Identifies what the caller needs
Collects their address and contact details
Calculates a price and checks available staff and vehicles
Books an appointment in real time
Schedules the staff and vehicles to complete the job
Sends a confirmation text within seconds

All of this happens naturally in conversation, typically within four minutes — no hold music, no forms.

Intelligent Call Handling

Ray doesn’t just follow scripts; he listens and responds like a real person. He can:

Detect urgency (for example, a flood or emergency cleanup) and escalate appropriately
Transfer calls with a short spoken summary (“warm transfer”)
Follow up via SMS, email, WhatsApp, or Slack if a human colleague isn’t available
Recognise tone and emotion — adjusting his own delivery to match the situation

For sensitive cases, such as house clearances after a bereavement, Ray responds with empathy and respect — small human touches that matter.

Results

Since going live, Ray has handled over 500 calls across Scotland.

The system has:

Eliminated missed calls
Reduced admin time significantly
Delivered faster quotes and bookings
Freed up staff to focus on field operations

JustClear Scotland continues to expand the system, describing it as “a major step forward in customer service efficiency.”

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