Abrams Towing — AI Voice Agent:
Scope of Work

1. Executive Summary

TowPilot AI will design, build, and deploy an AI-powered voice agent for Abrams Towing, beginning with inbound call-taking for light-duty towing operations. The agent will integrate with Abrams' existing RingCentral phone system and inTow towing management software, operating as a fully functional call taker across multiple locations.

The project is structured in phases, starting with a focused MVP that demonstrates core functionality and earns Abrams' confidence before moving into production and the formal service agreement. TowPilot will build and deliver the MVP at no cost to Abrams. The formal service agreement and billing begin only after Abrams accepts the MVP and confirms it meets the scope defined in this document.

2. Phased Delivery Overview

3. V1 Scope — Inbound Call Taking (Light Duty)

3.1 What the Agent Will Do

• Answer inbound calls routed from RingCentral for light-duty towing requests (COD and account calls).
• Collect standard intake information: caller name, phone number, vehicle details (year/make/model), pickup location, destination, and any relevant situational details.
• Handle standard tow call scenarios, including both COD (cash-on-delivery) and account-based requests.
• De-escalate frustrated or upset callers using natural, professional language consistent with Abrams' brand.
• Respond to direct questions about timing or service details using general, open-ended language (e.g., "Our average response time is 45–60 minutes, and your driver will reach out to confirm."). The agent will not proactively offer ETAs or quotes — only when the caller asks.
• Post-call data entry: After the call completes, the agent submits the job details into inTow within seconds — no manual data entry required.
• Handle impound-related calls

3.2 Escalation Paths

The agent will perform a live transfer to an Abrams staff member when:

• The caller requests pricing or a quote (V1 escalation — pricing logic is introduced in V2; see open item below).
• The call involves heavy-duty towing (identified by vehicle type or caller description).
• The caller requests to speak with a person or the agent cannot confidently resolve the request.
• The call is identified as a police, agency, or institutional contact (e.g., known inbound numbers).
• Any situation outside the agent's trained scope.

On escalation, the agent will:

1. Summarize the call and push collected data into inTow (5–10 seconds).
2. Transfer the caller to the appropriate live staff member.
3. The live agent can pick up the conversation with full context on-screen.

3.3 What the Agent Will NOT Do (V1)

• Provide pricing or quotes (escalates to live staff).
• Dispatch drivers or assign jobs.
• Handle heavy-duty towing calls (escalates to live staff).
• Handle police, agency, or institutional check-in calls.
• Perform any actions during the live call within inTow (data entry happens post-call for reliability).

4. Integration Requirements

4.1 inTow Integration

Current Timeline: ~2 weeks from April 29, 2026 (est. completion: May 14, 2026).

4.2 RingCentral Integration

4.3 Telephony

All telephony is managed by TowPilot AI through the Twilio platform. Twilio costs are included in the per-minute usage rate — no separate telephony billing for Abrams.

5. Multi-Location Architecture

Abrams Towing operates multiple locations across different cities. Each location has:

• Its own RingCentral number and routing
• A distinct company/location name
• Specific business hours
• A defined service area

Our approach: Each location receives its own agent instance, but all instances share the same underlying configuration (script, escalation logic, intake flow). The only differences per location are:

This architecture means:

• Improvements made to one agent automatically apply to all locations.
• New locations can be added in minutes.
• Location-specific overrides (hours, name, area) are simple configuration changes — no re-engineering required.

6. Timeline & Milestones

7. Acceptance Criteria — MVP

The MVP will be considered successfully delivered when:

• The agent answers inbound light-duty towing calls through RingCentral and conducts a natural, professional intake conversation.
• Intake data is captured accurately (caller info, vehicle details, pickup/destination) and posted to inTow after the call.
• Escalation paths function correctly — pricing requests, heavy-duty calls, and out-of-scope scenarios are transferred to live staff with call context delivered to the agent's screen.
• The agent is deployed to at least one Abrams location for internal testing.
• Frank and the Abrams team can interact with the agent, review call recordings, and confirm core functionality meets operational expectations.

8. Ongoing Support & Iteration (Post-Contract)

Once the MVP is accepted and the service agreement is executed:

• Dedicated engineering support — Kyle Nadauld (Director of Solutions Engineering) serves as Abrams' primary technical contact.
• Regular iteration cadence — Weekly or biweekly sessions to review call performance, adjust agent behavior, and plan feature rollouts.
• Dashboard access — Abrams receives access to the TowPilot management dashboard for call logs, recordings, and agent configuration.
• Version progression — V1 (impound), V2 (pricing), and future phases are scoped and delivered through the ongoing engagement.

9. Out of Scope

10. Points of Contact

11. Next Steps

1. Abrams reviews and approves this scope of work (async via email by May 1).
2. TowPilot begins agent build and RingCentral setup (can start immediately, in parallel with review).
3. inTow integration continues in parallel (~2-week timeline).
4. MVP delivered for internal testing.
5. Upon acceptance, formal service agreement is executed.