Conversational AI for contact centres and how to get started

Conversational AI in a contact centre is a voice agent. It is designed to understand the caller's issue and either resolves it or hands it over. The agent speaks with a natural voice. It performs tasks once it is connected to your systems. Your staff get time for qualitative conversations while the AI phone agent handles routine answers.

What the agent does in your contact centre

This software answers immediately and conducts a real conversation with the caller.

The caller describes their issue using their own words. The agent is designed to understand what the person wants. It then either solves the problem or routes the call to the correct department.

How to introduce the service

You can start with a limited part of your calls. The AI phone agent can answer when the load gets heavy or when your staff have left for the day. Another approach is to let the agent handle the simplest and most recurring cases.

You then expand its responsibility once you feel comfortable with the solution. The service lacks a telephone queue. It handles many incoming calls simultaneously around the clock.

Integration with your current telephony

You keep the company's existing phone platform. We assign a dedicated phone number that you easily add to your current environment. You can place this number under an existing option in your structure. From there you control which contacts are forwarded to the agent.

The agent retrieves information and performs tasks during an ongoing conversation once it is connected to your business systems via automations. All personal data is processed in data centres within the European Union.

Handovers to human staff

The agent escalates the call if the person asks to speak with a human. You set the rules for how generously the agent transfers calls.

The service transfers the call with complete context when it escalates a case. Your employee gets direct access to a summary and all collected information. This means the caller avoids repeating their story from the beginning.

Call tracking and analysis

You decide if calls should be recorded and transcribed. A model reads the full text and reviews every single call against the instructions for the agent. You see what the conversations are about and how they end.

You access all your call data directly through our dashboard. Here you spot patterns and explore the data on your own.

• The containment rate shows the share of calls the agent resolves completely by itself.
• The transfer rate displays how often the agent hands over the case to a human.
• Feedback from customers is collected during the call or via a text message afterwards.

Frequently asked questions

Does the AI phone agent speak multiple languages?

Yes, it conducts natural conversations in English, Swedish and many other languages. The agent is designed to understand what the caller wants even when they describe the issue in their own words. It can also switch language during an ongoing call.

Do we need to change our platform to use the agent?

No, you keep your existing telephony platform. We assign a standard phone number that you add behind your current switchboard. No deeper connections are required for you to get started.

Where do you store the information from the calls?

All personal data is processed in data centres within the European Union. The material is encrypted both in transit and at rest.

What does it cost to use the AI phone agent?

You pay a fixed subscription fee and a price per started call minute. Forwarded calls are billed at a lower cost than incoming ones. You control how much traffic goes to the agent and therefore your own cost.

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