When someone calls your business with an emergency, every second counts. A burst pipe flooding a kitchen. A dental emergency causing severe pain. An urgent booking needed for a time-sensitive event.
These aren't regular enquiries. They're situations where the caller is stressed, needs immediate help, and will pay premium rates for fast service. They're also the calls you can least afford to miss.
The Challenge of Emergency Calls
Emergency calls are unique because they require:
- Immediate answer - No voicemail, no callbacks
- Priority handling - They need to jump the queue
- Calm, professional response - The caller is already stressed
- Quick decision-making - Can you help? How soon?
- Instant notification - You need to know NOW, not later
Traditional receptionists can handle these requirements during business hours. But what about weekends? Holidays? 3 AM on a Sunday?
How Genni Handles Emergency Calls
1. Instant Recognition
Genni is trained to recognize emergency keywords and phrases:
- "It's urgent"
- "Emergency"
- "As soon as possible"
- "It's flooding/leaking/broken"
- "I'm in pain"
- "Can you come today?"
When these phrases are detected, Genni automatically escalates the call priority.
2. Calm, Professional Response
While the caller might be panicked, Genni remains calm and professional:
Caller: "Help! My basement is flooding!"
Genni: "I understand this is urgent. Let me help you right away. Can I take your address and phone number so we can get someone out to you as soon as possible?"
She doesn't panic. She doesn't say "I don't know." She gathers the information needed to help.
3. Smart Triage Questions
Depending on your business type, Genni asks relevant triage questions:
For plumbers:
- "Have you turned off the water mains?"
- "Is the water still flowing?"
- "Is anyone in danger?"
For dental emergencies:
- "Are you experiencing severe pain?"
- "Have you taken any pain relief?"
- "When did this start?"
For fitness/wellness emergencies:
- "Is this a medical emergency? Should I recommend calling 999?"
- "What kind of help are you looking for?"
4. Instant Notifications
Here's where AI really shines. When Genni identifies an emergency call, she immediately:
- Sends you an SMS text message with call details
- Sends an email alert marked as urgent
- Logs the call in your dashboard with an emergency flag
- Can integrate with your calendar to check availability
You get notified within seconds, even if you're with another customer or in a meeting.
5. 24/7/365 Availability
Emergencies don't wait for business hours. Genni doesn't either.
2 AM burst pipe? Answered.
Sunday morning dental emergency? Answered.
Christmas Day urgent booking? Answered.
Every emergency call gets a professional response, capturing details and notifying you immediately.
Try It Yourself
Call our demo line and say "This is urgent" or "It's an emergency."
See how Genni responds, what questions she asks, and how quickly you'd be notified.
Demo Line: +44 1234 567890
Because when emergencies happen, every second counts. And every call matters.