Bereaved families don't call between 9 and 5. We answer in your tone, gather what you need to start arranging, book the family in to see you the next morning, and never quote prices on a phone call. Built around the NAFD Code of Practice.
So you can be in the chapel of rest, on the road, or at home with your family — and still know every call is being handled the right way.
3am, 6am, Christmas Day — every call is answered within three rings, in your tone. We take the family's name, who has passed, where they are, and book the arrangement meeting for the next available morning. No price talk.
Synced to your diary. The family is offered the next two suitable slots — usually within 12 hours. They get a confirmation text with your address, parking and a quiet reassurance that you'll guide them through it all.
Medical Certificate of Cause of Death, Tell Us Once reference, banking details for the deceased — we explain what's needed, in plain English, when the family is ready. Never pushy. Always with the Bereavement Service link.
Once arrangements are made, the family gets gentle confirmation messages: chapel time, flowers ordered, order of service approved, hearse departure. Each one signed off by you before it goes.
Two weeks after, six weeks after, six months after — a brief, warm message asking how the family is and signposting Cruse Bereavement Care if helpful. Quietly, without selling anything.
Real call flow from a pilot family firm in Surrey. Names changed.
Every rule below is built in. Not aspirational — enforced in the system.
Tone, transparency and dignity standards built into every reply. No high-pressure language. Never refers to the deceased as "the body". Standardised Price List signposted, never read out.
AI is hard-blocked from quoting prices on inbound first-calls. Every price question is met with "I'll make sure the director takes you through the full Standardised Price List in person — that's the right way to do this."
UK-hosted, ICO-registered, special handling for grief context — no marketing, no upsell prompts, no third-party sharing. Audit trail of every interaction available to you and to any inspector.
No rip-and-replace. We read from and write back to what you already trust.
Most independent funeral directors are 1-2 person practices. We've priced for that.
Yes, in a quiet way. The first response always includes "I'm here on behalf of [Firm Name] to take a few details so a director can call you back." Families consistently tell us the calmness of the AI was reassuring. We never pretend to be a person.
The AI is hard-blocked from quoting. The response is: "I'll make sure the director takes you through the full Standardised Price List in person — that's the right way to do this." Aligned with the CMA Funerals Market Investigation Order.
We listen, take the practical details we need, signpost Cruse Bereavement Care or Samaritans if the conversation indicates the caller is struggling, and ensure a human director phones within the agreed window. We don't try to counsel. That's not our job.
Yes. We spend the first week recording and reviewing your tone — the phrases you use, what you never say, the local context. Every reply is then run against your voice profile before it goes out. You sign off the first month of templates personally.
Ten working days. Days 1-3 voice and tone capture. Days 4-6 first-call script approval. Days 7-8 after-hours-only soft launch. Days 9-10 full 24/7 if you choose. We don't charge until the soft-launch day.
A quiet 20-minute conversation. We'll play you a real anonymised 3am call so you can hear the tone for yourself.
Book a quiet demo Call 0207 252 3333