For many businesses, inbound calls remain one of the biggest pain points in customer service — especially when they involve repetitive questions or basic troubleshooting.

• Legacy IVR systems (SVIs) frustrate customers with rigid menus, endless options, and transfers to the wrong agent.

• Long wait times and repeated questions make the experience worse — driving up call abandonment rates and lowering satisfaction.

• Meanwhile, human agents spend too much time handling simple, repetitive requests that could be resolved automatically.

Customers expect to reach the right person, get clear answers, and avoid wasting time. But for most companies, scaling up human call capacity to handle peaks or off-hours is not realistic — unless you have an AI agent working for you.

Answers and identifies the caller

• Greets the customer naturally, verifies key information (name, account number, order ID) and understands their request.

Diagnoses common issues on the spot

• For troubleshooting, it guides the caller step by step, gathering context and providing solutions instantly when possible.

Qualifies and prioritizes requests

• Detects the level of urgency, identifies if the request needs human help, and categorizes the case correctly.

Assigns to the right team or person

• Transfers the call directly to the right agent or department — with a clear, structured summary so no information is lost.

Logs everything automatically

• Updates your CRM with call details, solutions provided, and next actions, ensuring full traceability and less manual admin for your teams.