Chatbot and AI phone agent in a shared platform

By letting the same agent answer in both phone and chat, you only need to maintain a single knowledge base. A change in the instructions takes effect in both channels at the exact same time.

How does a shared platform work in practice?

When the same AI phone agent handles both voice calls and text conversations, everything stems from a single core. You set up a common knowledge base and one set of instructions. The agent then uses this information whether the customer calls in or types on your website.

If you update your routines, you only do it in one place. Changes apply directly to both channels. Real Talk's AI phone agent can answer questions in text through a chat feature that is simply added to your website.

What is the alternative to a shared solution?

One approach is to buy chat and telephony from different providers. This means that two separate systems are maintained independently. When information changes, your staff must log into two different environments to update the material separately.

A split approach fits well when different departments are responsible for the two channels. Updates are then made in two places.

How does a handover to human staff work?

Both the chat and the AI phone agent can forward the issue to your staff when needed. On the phone, this happens when the agent transfers the call to a human colleague. That employee receives direct access to a summary and all collected information so the customer avoids repeating themselves.

In the chat, you take over the conversation smoothly directly in a web application. You see the full dialogue on the screen and help the customer in the same window. With Real Talk, this handover is done in the Real Talk web app.

Can the agent perform tasks in our systems?

Both the AI phone agent and the chat can act outside their own environment. The agent can retrieve information and perform actions once it is connected to your business systems.

It is designed to understand what the caller wants even when the issue is stated in their own words. The security for the chat relies on temporary sessions instead of fixed browser keys. All information is processed strictly in data centres within the EU.

Which questions should we ask a vendor?

When you evaluate a solution for both channels, it is important to examine how the systems connect. This makes a big difference to how much time you need to spend on maintenance. Ask how the information is entered and how quickly changes become active.

• Do chat and telephony use the exact same knowledge base?
• Do we need to build new systems to get started with written customer service?
• Does the staff get access to the entire history during a handover in both channels?
• Can we control which web addresses are allowed to display the chat?

Frequently asked questions

Do we need to build a connection to our own systems for the chat?

No, with Real Talk you add the chat as an independent part of your website. You do not need to connect your internal systems to display it. No secret keys remain visible to the visitor.

Does the agent understand what the person wants on the phone and in chat?

Yes, the agent is designed to understand what the customer wants even when the person uses their own words. It follows the context closely and conducts a real dialogue. This works in the exact same smooth way in both speech and text.

Where is the information from the conversations stored?

All information from both calls and chat is processed in data centres within the EU. Everything is encrypted both in transit and at rest. You also decide which domains are allowed to load the chat.

Can we monitor the answers that the agent gives?

You monitor the chat exactly like the AI phone agent. We save every completed dialogue so that you can evaluate the conversations afterwards. You access all information to evaluate the quality.

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