casestudy19

A Dispatch Desk Under Pressure

For security companies, every second counts — especially when dispatchers are juggling nonstop calls, logging shifts, coordinating with guards, and handling emergencies. At TruGuard Security, the dispatch process was fully manual.

Late-night emergencies, frequent scheduling changes, and overlapping inquiries stretched the dispatch team to its limit. Critical calls were missed. Response times lagged. Human errors crept in. And stress levels among dispatch staff were rising.

That’s when TruGuard turned to VOKSICA.

Building an AI Dispatch System That Works Like a Human — But Smarter

VOKSICA designed and deployed a fully autonomous AI-powered voice dispatch system trained to understand, respond to, and log calls with human-like empathy and decision-making logic.

The system combined Retell AI for natural voice, integrated with Google Calendar, GoHighLevel, and Notion for scheduling and recordkeeping. It was trained on real dispatch scenarios, from guard call-outs and replacements to shift check-ins and emergency reroutes.

On every call, the AI agent could:
– Greet guards or staff in a natural voice.
– Verify identity and intent.
– Log call reasons in real time.
– Check rosters and availability.
– Trigger manager escalations when needed.
– Update shift notes instantly across tools.

The AI didn’t just respond. It solved problems.

Seamless, 24/7 Coverage

Since launch, the system has run round-the-clock, handling hundreds of calls per week with no missed messages or fatigue.

In the first 45 days:
– Dispatcher workload dropped by 75%.
– 100% of overnight calls were answered and resolved by the AI.
– Internal response times improved by 4x.
– Escalations were logged and tracked automatically.
– Documentation errors dropped nearly to zero.

Dispatch went from chaos to a streamlined, efficient engine.

Designed for Scale, Built for Trust

What made the difference wasn’t just speed — it was trust. Guards reported confidence that every call would be answered instantly. Managers gained real-time visibility without chasing voicemails or manual logs.

And with modular logic, the system could easily expand for holiday rules, regional dispatch, or custom escalation hierarchies.

For TruGuard, this wasn’t replacing staff — it was future-proofing dispatch operations.

Industries That Can Benefit from AI Dispatch Agents

While tailored for a security company, AI dispatch systems have broad impact across industries where time-sensitive operations and 24/7 reliability are essential:

– Security Firms – Guard scheduling, incident response, and shift management.
– Healthcare & Hospitals – Emergency call routing, patient triage, and staff coordination.
– Logistics & Transportation – Fleet dispatch, reroutes, and delivery scheduling.
– Utilities & Field Services – Power, telecom, and maintenance dispatch with escalation handling.
– Hospitality & Event Management – Guest requests, staff scheduling, and crisis management.

Any business where a missed call = a missed critical action can benefit from AI dispatch.

A Smarter Way to Stay in Control