hearmagan

Work

Build stories, not logos.

How I approach real projects: the situation, the system, the integrations and what changed.

FROM A REAL BUILD

Voice · Messaging · Property management

Resident and leasing questions, answered on every channel

The situation

Apartment communities fielding the same resident and prospect questions all day — availability, tours, packages, parking, payments, maintenance — across phone, text, email and chat, with leasing staff as the bottleneck.

What I designed

Working in the engineering team, I helped build conversational AI agents for residents and prospects that answer from property data, book tours, log maintenance requests, and hand the conversation to staff with full context when a person is needed.

Integrated with

  • Property management system
  • Real-time voice
  • SMS
  • Email
  • Web chat

What changed

2,000+ conversations a day handled across four channels.

EXAMPLE SCENARIO

Voice · Scheduling

The phone that stopped ringing out

The situation

A clinic front desk missing a third of incoming calls during treatment hours, with every missed call a lost appointment.

What I designed

A real-time voice agent that answers instantly, understands the request, reads live availability, books, and confirms by SMS. Anything outside its remit is transferred with a spoken summary.

Integrated with

  • Real-time voice
  • Calendar API
  • Practice software
  • SMS

What changed

Calls answered around the clock; bookings captured outside working hours.

EXAMPLE SCENARIO

Support · Retrieval

Support that answers from your own truth

The situation

A support inbox where the same forty questions came back every week and answers varied by whoever replied.

What I designed

An agent grounded in the company's own documentation and order data, with strict guardrails, a confidence threshold, and clean escalation carrying the full conversation.

Integrated with

  • Help desk
  • Knowledge base
  • Order system
  • Analytics

What changed

Repetitive volume handled automatically; the team left with the cases that need judgement.

EXAMPLE SCENARIO

Sales · CRM

Leads that get answered in under a minute

The situation

Web enquiries landing in an inbox and being followed up hours later, by which point the buyer had already contacted someone else.

What I designed

A qualification agent that replies immediately, asks the questions a good salesperson asks, writes a structured record to the CRM and notifies the right person with a summary.

Integrated with

  • CRM
  • Website chat
  • WhatsApp
  • Slack

What changed

Every lead answered instantly and reaches the sales team already qualified.

Client names are shared privately on request. Example scenarios show how I approach a problem — they aren't client projects.

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