AI phone agent for overflow calls

An AI phone agent for overflow takes the incoming calls that would otherwise end up in a phone queue. You adjust your current switchboard so that unanswered calls go to a standard phone number where the agent answers immediately.

How does the setup work in your current switchboard?

You keep your existing phone system exactly as it is. Your provider gives you a local phone number. You add this number as a receiver in your current switchboard. You then decide the rules for when incoming calls go there.

One common method is to set a time limit. The customer connects to the AI phone agent if no employee has answered after a set number of rings. Another method routes calls immediately when all staff members are busy. You have complete control over how many calls the agent takes.

What happens during the actual conversation?

The agent answers immediately and is designed to understand what the caller wants. The customer states their issue using their own words. The AI phone agent then answers the questions it knows. It can also receive fault reports or book appointments once it is connected to your own systems.

The agent takes down the information and makes a summary if the issue requires human help. The agent then hands over the call to your staff. The employee gets direct access to the data. The customer therefore avoids repeating their story.

Why starting small is a safe approach

You can begin on a limited scale to get to know the technology. Your staff keep their normal calls when you only send the overflow to the AI phone agent. You can start with a fraction of the calls to see the outcome. You can then expand the scope when you feel comfortable.

You quickly see which questions people ask often. The calls can be recorded and transcribed. You decide yourself if this should happen. Our service also measures the share of cases the agent handles completely on its own. All personal data is stored and processed in data centres within the EU.

When does the agent provide the most value?

The AI phone agent from Real Talk takes an unlimited number of calls at once. The service has no queue at all. This fits well when you experience temporary peaks in traffic. The agent relieves you when your staff would otherwise struggle to keep up.

Short seasonal peaks are one example. Large campaigns that generate many questions in a short time are another. The service remains open around the clock. The agent can therefore also take calls when your staff have left for the day.

What to consider before you choose a solution

There are several things to consider when you evaluate different options. Ask how the integration works and where your data lives. You should also find out how the system manages handovers to a human.

• Do we need to replace our current switchboard or telephony platform?
• Does the agent understand the caller if they use their own words?
• Is collected context included when the call transfers to a person?
• Where do you save our recorded calls and transcripts?
• Can we test call our own agent before we go live?

Frequently asked questions

Can we decide when the agent takes the calls?

Yes. You set the rules in your own switchboard. You can for example let the calls go to the agent after three rings or when all lines are busy.

Can the agent book appointments and check orders?

Yes. The AI phone agent can connect to your existing business systems through automations. It can then retrieve information and perform tasks while the call is ongoing.

What does it cost when calls are transferred to us?

Forwarded calls are billed by the minute. They have a lower cost than the incoming calls. You pay a subscription fee and then a price per started call minute.

Do we need to change our switchboard system?

No. You keep your existing telephony platform. We assign a phone number that you easily add behind your current switchboard.

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