Use cases for an AI phone agent in your company
Here is a summary of the most common use cases. Read how the AI phone agent can relieve your customer service and switchboard.
An AI phone agent takes incoming calls and resolves tasks in your business systems. It often acts as the main switchboard, handles fault reports or steps in as overflow when your staff are busy. The agent is designed to understand what the caller wants and transfers the call correctly.
Which calls can the agent transfer in the main switchboard?
The AI phone agent can sit first in your current phone system. It answers when someone calls and asks what the matter concerns. The person states their issue in their own words. The agent is designed to understand what the caller wants.
It then routes the call based on your own rules. It finds the right person or department. Callers avoid listening to a long menu.
How does overflow work when the queue grows?
Sometimes your staff cannot answer every call. This makes the line in your phone system longer. You can let the agent act as overflow. It takes over the conversations when the load gets heavy.
The agent takes an unlimited number of calls at the exact same time. More calls get an immediate response. Your staff get a calmer work environment.
Can the AI phone agent receive fault reports?
The service often manages maintenance requests in properties. It asks for an address and what the issue is about. The caller describes the matter in their own words.
Once it is connected to your system, the agent registers the report directly. Otherwise it gathers the details and hands them over to you. You set the rules for which issues count as urgent. Urgent matters are transferred to a human.
How does the agent answer recurring questions?
Many calls concern the same things. Callers often want to know the status of an order or book appointments. The AI phone agent uses your knowledge base to give the right answer.
The agent retrieves information during an ongoing call. Your staff avoid repeating routine answers. They get time for the more demanding calls.
What happens when the agent hands the case over?
If the caller asks for a human, the call is transferred. The agent sends along a summary of the issue. The human employee gets access to all collected data.
The caller avoids telling their story from scratch. The case arrives structured in your inbox via email or directly in your business systems. All data is processed in data centres within the EU.
Which languages does the AI phone agent speak?
The service commands Swedish, Norwegian, Finnish and Danish. It masters many other languages beyond these. The caller can switch language in the middle of an ongoing call.
The AI phone agent notices the switch and follows along. The service remains open around the clock. Callers receive help in their own language regardless of when the office is closed.
Which use case should you begin with?
Start with a limited scope. Pick the most common issues. Fault reports or transfers in the switchboard are often good first steps. This gives you a secure setup.
Send your material to us exactly as it is. We build a demo agent. Please call and test it. When the flow works well, the agent can learn to take more calls.
- What are our most common routine answers?
- When during the day does the queue grow the most?
- What do we want the agent to retrieve from our knowledge base?
- Where do you stand now with your existing systems?
Frequently asked questions
Do we need to change our switchboard to use the service?
You keep your existing switchboard. We assign a standard Swedish phone number. You add the number under a menu option or as overflow in your environment.
How do we know if the calls maintain a high quality?
We measure every single call afterwards. A model reads the entire dialogue and reviews it against the instructions given to the agent. You can also ask the caller via text message if the help was sufficient.
What does an AI phone agent cost?
We combine a fixed monthly fee with a price per minute. The monthly fee includes free minutes. Forwarded calls have a lower cost than incoming ones.
Do we need an integration to get started?
You get started from the first day without an integration. Every case is handed over structured via email. Later you can order an API connection from your vendor if needed.
This guide is written by Real Talk, the Nordic AI phone agent.