UGS AI Onboarding Agent
Prepared for: Unified Global Solutions (UGS)
Prepared by: Automate Your Biz (AYB AI)
Date: Nov 3, 2025
Executive Summary
Executive Summary
Custom-Development of an AI Onboarding Agent to automate and streamline UGS' new customer onboarding process. The agent will handle all onboarding calls that are currently being completed manually by project managers—reducing operational costs by 80–100%, while ensuring consistency, accuracy, and compliance.
What we'll do (Phase 1):
  • Develop an AI voice agent that automatically calls new customers for onboarding.
  • Ask and capture every question outlined in UGS's official Onboarding Sheet.
  • Generate and email a completed PDF summary with all responses filled in.
  • Store onboarding data in Zoho (or other designated system) for team access.
  • Implement TCPA-compliant scheduling and consent collection to enable outbound calling.
Expected Outcomes:
  • Replace repetitive manual onboarding calls with our human-like AI onboarding agent.
  • Reduce onboarding time by 80–100%, freeing PM resources for higher-value work.
  • Maintain standardized data capture and eliminate human error.
  • Deliver a professional, branded onboarding experience to all new clients.
Return On Investment
80-100%
Workload Reduction
Reduction of project manager onboarding workload
33-42
Hours Saved Monthly
Saving UGS hours each month of manual PM labour
200-250
Calls Per Month
Anticipated calls with average duration of ~10 minutes per call
  • Consistent, compliant, and auditable onboarding process.
  • Automated PDF generation and CRM updates reduce administrative effort.
Table of Contents
Goals & Current Context
Scope of Work (Onboarding Agent)
Solution Design
Integrations & Data
Onboarding Call Questions (from UGS PDF)
Implementation Plan & Timeline
Deliverables
Pricing & Terms
AI Usage & Billing
TCPA Compliance & Scheduling
Support & SLA
Assumptions, Risks & Mitigations
Next Steps
1)
Goals & Current Context
Your goals (from discovery):
  • Replace manual onboarding calls handled by PMs.
  • Automate data capture from new customers accurately and consistently.
  • Generate onboarding documentation automatically.
  • Improve onboarding speed and eliminate scheduling delays.
Today:
  • Each new customer onboarding call averages ~10 minutes.
  • 200–250 calls monthly handled manually by PMs.
  • Manual data entry from handwritten or verbal notes increases error rate.

Objective: Deploy an AI voice agent to call customers, ask standardized onboarding questions, record responses, and generate a completed PDF—fully automating this process.
2)
Scope of Work (Onboarding Agent)
In-scope (Phase 1):
AI Voice Agent
AI voice agent for new customer onboarding calls with automated email & SMS reminders to ensure follow through.
Conversational Flow
Conversational flow using all questions from UGS's Onboarding Sheet.
Auto-Generated PDF
Auto-generated PDF form filled with call responses.
Zoho Integration
Zoho Desk/CRM integration to log onboarding data and file the generated PDF.
TCPA Compliance
TCPA-compliant outbound scheduling process (via UGS-branded calendar).
3)
Solution Design (High Level)
Channels: Outbound phone (scheduled callbacks via TCPA-compliant opt-ins).
AI Core:
  • Voice-enabled conversational AI powered by retrieval-augmented prompts mapped to the Onboarding Sheet.
  • Context retention across multiple sections (General Setup, Numbers, Internet, Devices, etc.).
  • Automatic answer validation (e.g., confirm phone/fax formats, business hours).
Key Capabilities:
Structured Onboarding
Conduct onboarding calls with structured flow matching the Onboarding Sheet.
PDF Generation
Auto-generate a completed PDF document per customer call.
Data Integration
Push data to PDF (and optionally trigger internal Zoho notifications/workflows).
Clarification Handling
Handle clarifying questions and repeat confirmations for accuracy.
Smart Escalation
Escalate or flag incomplete/missing answers for follow-up.
4)
Integrations & Data
Zoho Desk/CRM
  • Store call data and generated PDF per customer record.
  • Update onboarding completion status fields.
PDF Generation
  • AI will populate a dynamic PDF template that mirrors the official UGS Onboarding Sheet.
  • PDF automatically titled with customer/business name + timestamp (e.g., UGS_Onboarding_ShortStopMenard_2025-11-03.pdf).
Calendar Integration (for compliance)
  • UGS-branded booking page captures TCPA opt-in consent for AI onboarding calls.
  • Calendar scheduling data drives outbound call triggers.
5)
Onboarding Call Questions (from UGS PDF)
The AI agent will ask and record answers to all onboarding questions, including but not limited to:
General Setup
  • Confirm business name and address.
  • Confirm all phone and fax numbers, and whether messaging is enabled.
  • Identify which extension handles text messaging.
  • Confirm fax service type and recipient email(s).
  • Confirm number of fax machines.
  • Confirm customer email for verification and CRM update.
  • Determine if paging via overhead speakers is used.
  • Identify if WAPs or P2P units were sold.
  • Identify if any phones need to be wall-mounted (and how many).
  • Determine if toll-free numbers are being ported.
  • Determine if multiple businesses share the same office.
  • Confirm desired outbound caller ID (CNAM) display.
  • Identify systems on-site (Security, Credit Card, Fire Alarm, Elevator, Other).
  • Capture phone numbers associated with each system.
Internet & IT
  • Confirm if customer is getting new internet.
  • Identify current internet provider.
  • Record internet speed test results (download/upload).
  • Determine if test was via Wi-Fi or wired connection.
  • Ask if there is an IT person/company and their contact details.
Operational Details
  • Confirm hours of operation and blackout times for on-site work.
  • Explain FCC 10-digit dialing compliance (document customer confirmation).
  • Ask if any additional implementation details or custom requests exist.
  • Record preferred mobile number for urgent contact.
All answers are automatically filled into the onboarding PDF and saved to Zoho.
6)
Implementation Plan & Timeline
Phase 0 — Kickoff & Access (1 week)
  • Confirm onboarding script, data mapping, and PDF template.
  • Provision Zoho API keys and calendar integration access.
Phase 1 — Agent Build (1 week)
  • Develop conversation flow aligned with the Onboarding Sheet.
  • Implement data validation and response logic.
Phase 2 — PDF & CRM Integration (1 week)
  • Build PDF generation workflow and Zoho data mapping.
Phase 3 — UAT & Tuning (1 week)
  • Pilot onboarding calls with 5–10 new customers.
  • Validate transcription accuracy, PDF outputs, and CRM updates.
Phase 4 — Go-Live & Optimization (1 week)
  • Roll out full automation for all new onboarding calls.
  • Weekly review for continuous improvement.

Total Estimated Duration: ~5 weeks from kickoff.
7)
Deliverables
AI Onboarding Agent
Fully developed AI Onboarding Agent (voice).
Conversational Script
Complete conversational script aligned with UGS onboarding sheet.
PDF Generation System
Automated PDF generation system.
CRM Integration
CRM (Zoho) integration for data storage and tracking.
Scheduling Page
Branded scheduling page (TCPA-compliant).
Support & Optimization
Go-live support, reporting, and monthly optimization.
8)
Pricing & Terms
$1,995
One-time setup
Agent development, integrations, PDF automation, and pilot
$595/month
Monthly maintenance
Includes support, PDF generation upkeep, reporting, monitoring, error handling, minor flow updates, keeping systems up to date, and monthly reviews. Capacity configured up to 20 concurrent calls for the Support agent.
9)
AI Usage & Billing
$0.12–$0.14
per minute
Usage billed at cost (no markup). All AI voice minutes will be billed directly at vendor rates, typically $0.12–$0.14 per minute. Exact per-minute rate to be confirmed after the AI agent is developed and configured.
10)
TCPA Compliance & Scheduling
To ensure full TCPA compliance for outbound onboarding calls:
Each new customer will be directed to a UGS-branded calendar booking link.
The booking form will include clear TCPA-compliant consent language authorizing the AI to call at the scheduled time.
Customers will actively select their preferred onboarding time, confirming explicit consent.
Calls will only occur at the exact scheduled time, from registered business lines, and within allowed hours.
Each call and consent will be logged for audit purposes, ensuring ongoing compliance.
11)
Support & SLA

AYB-AI Support Hours: Monday–Friday, 9am–5pm EST via Zoom, Slack, or Email.
Response Targets:
P1 (production issue)
Response within 2 business hours.
P2 (non-critical)
Response same business day.
P3 (minor request)
Response within 2 business days.
12)
Assumptions, Risks & Mitigations
Assumptions:
  • UGS provides onboarding sheet question updates and Zoho API access.
  • TCPA consent form text approved by UGS.
  • English only.
Risks & Mitigations:
  • Incomplete onboarding data → enforce validation logic and summary review.
  • TCPA risk → collect explicit opt-ins with timestamped logs.
  • PDF formatting discrepancies → provide test outputs during UAT.
13)
Next Steps
1
Approve scope and pricing.
2
Share access: Zoho API, PDF template, etc.
3
Schedule kickoff (60 minutes).
UGS AI Onboarding Agent will be custom-developed and delivered in ~5 weeks from kickoff.