Voice assistant: the phone, always answered
When nobody can pick up the phone, a voice assistant answers it. It notes who is calling and what they need, and alerts the right person.
The problem
“The phone doesn't always get answered.” It rings when everyone is busy, in a meeting or out of hours. The caller leaves no message, or leaves one in a voicemail nobody listens to, and calls someone else.
It happens in any company where the phone is answered by whoever is nearest. Every missed call is a customer with a problem that was never logged, or an opportunity that does not call back.
How it is done today
Whoever can picks up, interrupting what they were doing. They write the message on a piece of paper or pass it on by word of mouth, and it arrives incomplete or not at all. Out of hours, an answering machine picks up.
Nobody knows how many calls are lost, because the ones that are not answered leave no trace.
How we solve it
- It answers the call when nobody can pick up.
- It takes notes: who is calling, from which company and what they need.
- It alerts the right person, with the notes from the call.
- The call is logged as one more request, with its owner, alongside the ones that arrive by email.
What it takes
Timeline
It depends on your phone system and on how many reasons for calling need to be told apart. The exact timeline comes out of the assessment.
Data and access
Which phone lines there are and who answers them today. Who is alerted depending on the reason for the call. And your privacy policy, which has to say that calls are recorded and transcribed.
Your tools
Your phone system and the channel where your team wants to receive the alerts. What needs connecting is worked out in the assessment.
How it is built
Calls are recorded and transcribed, and the privacy policy says so.
The notes on each call come from its transcript, and can be checked against it.
Knowledge is kept separate per customer, with no mixing.
Replies to customers are always approved by a person.
Frequently asked questions
What does the voice assistant do when someone calls?
It answers the call, takes notes and alerts the right person. Calls are recorded and transcribed, and the privacy policy says so.
Are calls recorded?
Yes. They are recorded and transcribed, and the privacy policy says so. Your policy has to state it before this goes live.
Does the assistant resolve what the caller asks for?
No. It takes notes and alerts. The answer is given by a person on your team.
Does it replace whoever answers the phone?
No. It answers when that person cannot: when they are busy, in a meeting or out of hours.
What does Julditec do?
We implement the agent, adapt it to your company, train your team and maintain it. The day-to-day work is done by the agent; deciding and approving stays with your team.
Related automations
Support
Every support email turned into a ticket with its label, its owner and the reply prepared.
Internal requests
An assistant that knows the company: the team asks it internal questions and requests its tasks.
Part of Customer service and support