Case study
Master Electricians × Tellara AI
How AI and voice technology are used to scale human technical experts in a high-consequences compliance environment.
The client
Master Electricians New Zealand
The professional trade organisation that supports and advocates for electrical contracting businesses in New Zealand. Membership is made up of over 1,270 businesses across the country.
“Working with Tellara has been outstanding. The team moves fast, ships what matters, and keeps customers front and centre. The approach was excellent. Step one: deliver working technology quickly, then step two: partnering with our frontline teams to tune quality in the real world. The outcome is high impact and high quality. Technology that helps our members. Exactly what we needed.”
“What I liked most about working with Tellara, besides the results they deliver, is that the team deeply understands the tradeoffs of using AI in a real world environment. No nasty surprise bills, clear expectation management, and pragmatic adoption of new approaches as needs emerged during the project. They get rid of jargon and empower you to make a nuanced decision based on your knowledge of the domain, the risk, and potential return.”
The problem
Scaling expert knowledge without scaling headcount
When Master Electricians' members need on-the-job technical support, they call Master Electricians. A team of subject-matter experts ensures the best electricians have access to the best advice and support for their toughest jobs. Being the technical backstop for the best of the best is a big job. Master Electricians wanted a way to scale their technical experts and free up time for them to focus on the hardest problems.
Objectives
- Give members a simple, 24/7 voice channel to ask questions in plain language.
- Deliver instant, consistent answers in the flow of work — on site, in the van, between jobs.
- Capture and consolidate the best answers so knowledge compounds over time.
- Maintain human oversight to preserve quality, trust, and compliance.
The solution
What Tellara delivered
1. AI voice-powered expert line
A dedicated phone line that feels like calling a seasoned advisor — without the queue. Members ask in natural language, the system answers in seconds, and texts a concise transcript for reference. No portals, no logins, no app fatigue.
Why this works for trades
Voice removes friction. Electricians can ask while hands are full, conditions are noisy, and time is tight.
2. Human-in-the-loop knowledge approval
Every call produces a candidate Q&A. Designated Master Electricians experts confirm, refine, or reject the draft in a lightweight console before it is added to the shared knowledge base. This keeps answers consistent and trustworthy while letting the system learn from real-world demand.
The process
How it works
Ask by voice
Speech-to-text captures the question.
Generate a draft answer
Tuned for clarity and brevity.
Deliver instantly
Via spoken response + SMS transcript.
Review & approve
In a 60-second human workflow.
Publish to the knowledge base
With versioning and provenance.
Improve continuously
Using call logs and member feedback.
Outcomes
Why this model wins
Seconds, not hours
Rapid answers at the moment of need.
Consistency by default
One approved answer, reused everywhere.
Expert time unlocked
Senior specialists focus on complex issues, not repeats.
Compounding knowledge
Every interaction strengthens the library.
On-demand expertise
Without linear headcount growth.
Frictionless access
Quick, practical, voice-native help that earns trust.
What's next
The pipeline
AI Voice is a platform shift similar to mobile and cloud. Think about it like an app or a website. There is a lot that can be done. Some of the opportunities in the pipeline:
- Creating certificates of compliance
- Getting quotes
- Signing up members
- Voice assistants for members
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