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Voice Agent for Africa

It rang
four times.
Then it stopped.

You will never know who that was, what they wanted, or where they went instead. Meet Imla, your 24/7 customer care agent. It answers every call in Swahili and English, and calls the customers you never got round to.

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See Imla in Action

Incoming call...

0113 291 109 • Nairobi

Imla is listening

“Karibu! You've reached Diani Dental. How can I help?”

Caller

“Nataka ku-book appointment ya Thursday asubuhi.”

Booked

Thursday, 10:00 AM · Synthia

Added to the clinic calendar

Tue 11:20Inbound
→
Wed 16:00Outbound

An ordinary Tuesday · 07:58 – 17:31

The calls every business recognises, and nobody budgets for.

Five moments from one day. Some are calls you miss. Some are calls you never get round to making. Imla takes both.

07:58 Outbound 01 / 05

Outstanding · 64 contacts · your list

“The list of calls I need to make is longer than the day I have to make them in.”

Reminders. Confirmations. The payment that was due last Friday. The customer who bought once in March and has not been back since. Every name on that list already knows you, which is exactly why the call is worth making, and exactly why it never gets made.

So they wait. The list grows. By Thursday it is something you avoid opening.

Placed · 64 calls · transcripts saved · 07:58 – 09:12

Upload your own contact list, set the window, and Imla makes the calls. A real conversation in Swahili or English, and the record written back to your CRM before your team has finished a first cup of coffee.

  • — Your own contact list
  • — Scheduled outbound
  • — Every call transcribed
  • — CRM updated on the call

"Sasa Wanjiku? A reminder from Diani Dental of your appointment tomorrow at 10 AM. Will you make it?"

09:04 Inbound 02 / 05

Ringing · 11 in queue

“We wrote the articles. We published the portal. They still call.”

Monday morning, and the queue is eleven deep. Nine of them are the same thing: a password, the VPN, a printer that has decided it now lives on a different network. Two engineers who could be building something spend the morning reading from a script instead.

The portal was never the problem. Picking up the phone is simply easier than searching for the answer, and it always will be.

Resolved · No ticket needed · 09:04 · 41s

Upload the issues your users actually raise. Imla walks the caller through the fix on the phone, the channel they already chose, and hands over to a person the moment it meets something new.

  • — Tier 1 resolved on the call
  • — Escalation with full context
  • — Every resolution logged

"Let's get your VPN back. Open the app, tap Settings, then Reset connection. Tell me when you see the green tick."

11:20 Inbound 03 / 05

Missed · 0113 291 109 · Nairobi

“A family of five at the desk, and the phone ringing behind them.”

You cannot look up. The people in front of you have driven three hours and would like their room now, please. So the phone rings out.

The caller wanted a room for Friday. They had a card in their hand. It takes eleven seconds to decide to try the property down the road, and you will never see that booking on any report, because it never existed.

Answered · Booking held · 11:20 · 2m 14s

Imla answers while you are with a guest. It checks live availability, answers the questions about the rooms, and holds the booking, so the desk stays with the person standing at it.

  • — Live availability checks
  • — Bookings taken on the call
  • — Peak-hour overflow

"Yes, we have a double room free this Friday. Shall I hold it for you under your name?"

13:47 Inbound 04 / 05

Missed · 4 today

“I don't know what I'm losing. That's the part that keeps me up.”

The lunch rush ends and there are four missed calls waiting. One might have been a table for twelve. One might have been the supplier. One was probably a wrong number.

You will ring two of them back, reach voicemail, and move on. The figure at the bottom of the month will be whatever it is, with no way to trace it to the four minutes you spent carrying plates.

Answered · Transcript saved · 13:47 · 1m 06s

Nothing rings out. Every call is answered, transcribed and searchable, so the question you keep being asked, the hour you keep getting hit, the thing three callers mentioned last week, all stop being invisible.

  • — Every call answered
  • — Full transcripts
  • — Trends, peak times, sentiment

"Karibu! For twelve on Saturday I have 7 PM or 8:30 PM. Which suits you better?"

17:31 Inbound 05 / 05

After hours · Line closed

“We close at half five. Everything after that waits until morning.”

The customer with a genuine problem calls at 17:31 and reaches a recorded message. By nine the next morning they have already told someone how that went.

And your team opens the day behind: working through voicemails, ringing back, apologising for a delay that had nothing to do with any of them.

Answered · Ticket raised · 17:31 · 3m 02s

The call is answered. The problem is captured properly. The ticket is sitting in your system before anyone opens a laptop, transcript attached, and anything urgent reaches a person that evening.

  • — Extended hours
  • — Tickets raised from the call
  • — Urgent items routed to staff

"I'm sorry about that. I've noted the problem and raised a ticket. Your team will call you first thing, or tonight if it's urgent."

The line we draw

Imla is not trying to replace the person who knows your business.

It takes the questions you answer every day so your team is free for the ones that actually need them. When a call goes past what Imla knows, it hands over, with the conversation so far, so nobody has to start again.

Imla answers

  • “What time do you close?”
  • “Do you have a room tonight?”
  • “How much is delivery?”
  • “What is my fees balance?”
  • “My password has locked me out.”

Your team answers

  • “I'd like to speak to the manager.”
  • “I have a special request.”
  • “My order came wrong.”
  • “I need to change my booking.”
  • “This is an emergency.”
Getting started

Set it up yourself,
this afternoon.

No installation, no integration project, no waiting on a vendor's calendar.

01

Take your number.

You are given a line the moment you sign up. Point your existing number at it, or use it as it is.

02

Teach it your business.

Add the questions you already answer twenty times a day, and the answers you already give. Write the greeting in your own words, in Swahili or English.

03

Turn it on.

Imla starts answering. Everything is transcribed to your dashboard, and you can change any answer whenever you like.

Rather not do it alone? Our team will build it with you and train your staff on the dashboard.

Two ways Imla works for you.

Inbound

Customers call. Imla answers.

Every call picked up, day and night, in Swahili and English. Imla handles the routine and hands over the rest.

Monthly plans

See inbound pricing
Outbound

You have a list. Imla makes the calls.

Upload your contacts, build the conversation, set the window. Imla calls the customers who already know your name, and records every answer.

Prepaid minutes. No card to sign up; buy minutes when you are ready to schedule calls.

See outbound pricing
Knowledge Base

FAQs

Everything you need to know about letting Imla handle your customer calls.

01

What if Imla can't help a caller?

Imla hands the call to your team. You're always in control.

02

Do I need a credit card to sign up?

No. You can sign up and set Imla up without one. For outbound calls, you buy a bundle of minutes before you can schedule a campaign.

03

How do I set Imla up?

Yourself, in an afternoon. Sign up, take the number you are given, add the questions you answer every day, and turn it on. Prefer help? Our team will build it with you and train your staff.

04

Can Imla call my customers too?

Yes. Upload your contact list, build the conversation, and schedule it. Imla calls the people who already know your name, and records the answers. Outbound is priced in prepaid minutes.

05

Can Imla handle M-Pesa payments?

Yes upon M-Pesa integration. Customers can pay during the call—automatically.

06

Does Imla work with our current systems?

Imla integrates with school ERPs, hotel PMS, and more.

07

How do I see what customers are asking?

Imla transcribes every call. Your dashboard shows top questions, trends, and peak times. In addition you are able to query to find out customer sentiments, and correlate what different customer conversations mean for your business.