Rezerva
A voice assistant for service businesses answers the phone, offers open slots and books the appointment mid-conversation, in Polish.
- Own product
- Rezerva
- Year
- 2026
- Scope
- Voice assistant that answers calls and hands them to a person
- Booking into the company diary
- Correct spoken Polish
- Business and operator panels
- Caller data protection and GDPR
- Payments and invoices
- Product site and documents
/Problem
In a service business a missed call is a lost appointment, and the calls that arrive while someone is with a customer, or after hours, go unanswered. Rezerva was built as an answer to that, and it is our own product. The work began with a review of what the market already offered. The systems we tested handled Polish inflection poorly and would not say plainly where call recordings and caller details are kept. In private healthcare that means health data, the most tightly protected category under GDPR. On top of that came the requirement to run many businesses from one system with their data fully separated.
/Approach
Everything that has to work every single time was taken out of the assistant's judgement and written down as a rule. Every sentence a caller says is checked for an emergency before the assistant starts composing an answer. Identity checks do not ride on how the conversation goes, because they sit inside the actions the assistant uses and allow two attempts. A finished reply is then matched against the topics that are off limits in that trade, and only then does anyone hear it. Speed was a requirement of its own, since on a phone call a second of silence reads as a dropped connection.
/Solution
The number a caller dials identifies the business and its diary. The assistant listens and has thirteen actions available, from checking what the clinic or the workshop has written down, through offering free slots, to booking the visit, and it hands anything outside its scope to a person. Before a reply is spoken it passes a filter and a module that inflects hours, dates and amounts the way Polish sounds aloud. Caller details are encrypted, recordings and call records stay in the European Union, and both are deleted after a set period or sooner on request. The trade is a single setting, which makes fourteen trades fourteen entries rather than fourteen versions of the system. No business will ever see another's calls, not even by accident.
/Result
Separation between businesses is verified on every change, and anything that would leave one set of business data without that barrier never reaches the system. The assistant is meant to speak up inside a second, so a call never sounds like a machine, and it measures that itself. Signing up, paying and opening an account already run without us. We state the stage of the work plainly. The system is waiting on carrier numbers and handles no production traffic yet, so everything above was verified in our own testing rather than in calls with patients.
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