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AI voice agent for customer service: every call answered and every incident with a reference and a deadline.
It answers every call, identifies the customer and looks up their account statement and contracts in your company’s system in real time (via API, with ready-made connectors or a custom integration within 3 weeks at most). It opens the incident and reads out the reference, for example INC-0042, so that the customer can check it on their next call.
Single plan: €120 + VAT a month · up and running in 1 day · free integration consulting
In a customer service team, calls pile up precisely when a widespread incident occurs. These are the four most frequent ones.
The agent records the incident in the customer’s own words, sets its priority and reads out the reference before ending the call. The system assigns the deadline according to that priority, and the account manager in charge already has it in their inbox.
The customer reads out the reference, the agent repeats it to confirm it and tells them its status and who is handling it, without them having to explain their case again or wait for someone to find the email.
After verifying the account holder’s identity, the agent looks up the balance and contracts in real time in your company’s system, connected via API. If the customer wishes to pay, it sends them a payment link or takes a card payment during the call, and the payment is recorded in the panel with its description and status.
The agent transfers the call to whichever team member is available at that moment. If nobody is available, it opens the incident with an assignee and a committed date, and the customer ends the call with a reference.
In phone handling, in the information your team receives, in the setup and in regulatory compliance.
It recognises the customer by their number, greets them by name and verifies their identity before giving out any account details. It opens incidents and reads out the reference letter by letter; when it is the customer who gives it, it repeats it to confirm it and tells them its status. It looks up the account statement, contracts and availability in real time, in your company’s system connected via API. It asks only one question per turn, detects the caller’s tone and, with the voices that have an empathetic variant, adapts its tone when needed. If interrupted, it stops talking and listens.
Every call is transcribed turn by turn, with the tone, the time taken by each response and a line for each lookup the agent made, with its result. Incidents arrive in an inbox with their status, their assignee and a committed date assigned by the system: four hours if it is urgent, twenty-four if it is high, seventy-two if it is normal and seven days if it is low. There is also a record of who changed what and when.
Live sources are looked up at the time of the call and are not stored. For each field that comes from your system, you decide what the agent does with it: shares it, shares it only if asked, confirms the last four digits, uses it only to identify the caller or never shares it. Internal notes are marked as not to be shared. The agent is tested before it is published, with the list of what still needs to be set up in view.
As soon as the call is answered, an announcement states that an artificial intelligence is answering, and it cannot be disabled (Regulation (EU) 2024/1689, Art. 50). Recording is disabled by default and, if you enable it, it does not start until the recording notice has been played. You decide how long transcripts are kept, between seven days and three years. There are five access roles: anyone with view-only access sees sensitive data masked, the accountant role can only access payments, and every time a recording is listened to, it is logged.
The system assigns the committed date when the incident is opened, according to its priority; if the priority changes, the date is recalculated. Nobody enters it manually.
What the customer hears and what is recorded in the panel when the call ends.
01:11
Good morning, you’ve reached customer service. You’re speaking with a virtual assistant powered by artificial intelligence. How can I help you?
Good morning. I’m calling about the fault I reported on Tuesday.
If you have the incident reference to hand, please give it to me and I’ll look it up. It starts with the letters I, N, C.
INC-0042.
I, N, C, hyphen, zero, zero, four, two. Is that correct?
That’s right.
Thank you. Before I give you any information about your account, could you confirm the last four digits of the account holder’s ID number?
Four, five, one, eight.
Thank you. The incident is being handled by Laura Sanz, it is in progress and the resolution deadline is tomorrow at nine forty. There is also an outstanding invoice for forty-eight euros twenty. Would you like to pay it now by card, or would you prefer me to send you a payment link?
Send me the link, please.
I’ve just sent it to you. Is there anything else I can help you with?
No, thank you.
Thank you for calling. Have a good day.
identified (phone and ID number)
INC-0042 · in progress · Laura Sanz · due tomorrow 09:40
€48.20 · looked up live, no copy
€48.20, sent
excluded from the call
Dialogue re-created for this page, with made-up names and references. It is not the recording of any real call or of any real customer.
Customers, account managers and incidents. Real screenshots of the panel, unretouched.
This is where you set which data the agent can look up and how it must identify the caller before giving it out. Live sources are looked up at the time and never stored.
Every incident with its status, its assignee and its committed date. Those due soonest appear first.
Up and running in 1 day and set up with your account managers and your priorities. Additional integrations within 3 weeks at most.
The agent reads out the reference over the phone, letter by letter, and recognises the one the customer gives to tell them its status. The customer sees that same reference in the link they receive.
The system assigns it when the incident is opened, according to its priority: four hours if it is urgent, twenty-four if it is high, seventy-two if it is normal and seven days if it is low. If the priority changes, the date is recalculated.
They are looked up in your company’s system during the call, with a ready-made connector or a custom API integration. Data that changes or is binding is never stored.
Every field that comes from your system is marked with what the agent can do with it. Internal notes are marked as not to be shared and are never mentioned on the call.
The call is transferred to whichever team member is available at that moment. If nobody is available, the incident stays open with its assignee and its deadline.
Turn by turn, with the caller’s tone, the time taken by each response and a line for each lookup the agent made, with its result.
Answers to the most common questions before you request a demo.
From your system, queried at the time of the call through its API. Live data is never stored, so the balance given is always the current one. We already have connectors for Salesforce, HubSpot, Microsoft Dynamics 365 and Zendesk, among others; any other system with an API is integrated within 3 weeks at most, and the integration consulting is free of charge.
The agent reads it out letter by letter and digit by digit, and when it is the customer who gives it, it repeats it in full so that they can confirm it before any lookup is made. It asks only one question per turn, so the reference and the phone number never get mixed up in the same sentence.
Never. Every field that comes from your system goes through the mapping, where you decide whether the agent shares it, shares it only when asked, confirms the last four digits, uses it only to identify the caller or never shares it. Internal notes belong to this last group.
It transfers the call to whichever team member is available at that moment. If nobody is available, it opens the incident with an assignee and a committed date, and the customer ends the call with a reference and a response date.
A single plan at €120 + VAT a month, with 1,000 minutes of conversation included. Each additional minute costs €0.65 + VAT. We have it up and running in 1 day, additional integrations are ready within 3 weeks at most and integration consulting is free of charge.
We connect a test data source, configure field by field what the agent may share and show you the resulting call. We do not need any of your customers’ data.
Single plan: €120 + VAT a month with 1,000 minutes included · additional minute €0.65 + VAT · up and running in 1 day · free integration consulting