Answer the call
Even several calls at once and outside office hours; the agent introduces itself as an AI assistant.
Voice agents & telephony: Answer calls, capture requests and route them correctly.
Calls are answered, requests identified, information captured in a structured way and passed to your staff or systems according to your rules.
In short: A voice agent takes over defined parts of first-line call handling. It captures the request, asks for the necessary information, can prepare appointments and creates a structured case. Critical or non-approved cases are handed over to people.
Starting point
Where time is lost today.
- Lost callsWhen the line is busy or you’re out on a job, the call goes to voicemail – or is lost.
- Sticky-note chaosInformation ends up on scraps of paper or in free text.
- Forgotten callbacksNobody remembers who wanted a callback, or when.
- Unclear urgencyWhether it’s urgent only becomes clear on the callback.
- After hoursOutside office hours there is no structured capture.
How it works
What the solution does, step by step.
Identify the request
Repair, appointment, quote, query – according to your categories.
Capture data
Name, property, address, callback number and the details the case needs.
Apply rules
Urgency and responsibility according to the rules you set.
Prepare an appointment or task
Match the preferred time against the calendar, create the case in the system.
Forward
Urgent matters to the person responsible, everything else as a structured task.
Before – after
What changes in day-to-day work.
Examples from the workflow – no percentages, as only a measurement in your business can provide those.
| Situation | Today | With the solution |
|---|---|---|
| Call while out on a job | goes to voicemail, callback forgotten | answered, captured, assigned as a task |
| Appointment request | note on a scrap of paper in the office | suggestion in the calendar, confirmed by staff |
| Urgency | clarified on the callback | classified by rules, forwarded immediately |
| Traceability | “Who called?” | call summary in the CRM |
Benefit
What this use case improves.
Better availability
Calls are answered even when nobody is free.
Structured capture
Within the agreed scope, calls can be captured as a case with the necessary details.
Fewer lost callbacks
Callbacks are created as tasks, not left to memory.
Traceable handover
Who received what and when is documented.
In action
What working with it looks like.
Sample images from our visual library – the interfaces shown are illustrations, not client data.
Responsibility
What stays with people.
Commitments, appointment confirmations, advice and any case that doesn’t fit the defined categories. The agent captures and forwards; it does not make decisions about emergencies.
The solution prepares, sorts and hands over – your staff make decisions and grant approvals, following rules you set.
Systems & integrations
Where the solution connects.
For example – what exactly gets connected depends on interfaces and permissions and is checked in the AI potential assessment.
- Phone system
- CRM
- Calendar
- Ticketing system
- Easy Factura
- custom specialist software
Building blocks & products
The technology behind it.
Solution building blocks are the technical components the solution is built from. Products are only named where they fit the task.
Voice agents
Speech understanding, dialogue, capture.
View building blockAI agents
Forwarding, tasks, approvals.
View building blockProcess automation
Handover to calendar, CRM and ticketing system.
View building blockCall Agent
Our product for answering calls and structured capture.
View product
Control, data & operation
Control stays part of the system.
Depending on the product and interfaces, we run the solution on your premises, in a Swiss cloud or as a combination. Before the pilot, we clarify data flows, access rights and compliance requirements. Background: Private AI and On-premise & hybrid (running on your own servers or a mix of both).
| Topic | Implementation |
|---|---|
| Data | Call content and contact details – confidential. |
| Approvals | Appointment confirmations, commitments and anything you don’t leave to the agent go to your staff. |
| Roles & permissions | Who sees call logs, who changes rules and forwarding. |
| Logging | Conversation, capture and forwarding are traceable for each call. |
| Operating model | Private cloud or on-premise; the connection to the phone system is checked in the project. |
Industries
Where this use case is typical.
Standard approach
How a trial run (pilot) can start.
The pilot does not cover the whole process straight away. We pick a clearly defined part, set approvals and success criteria and test it with real data and the people who work with it. This approach is the same for every use case.
- Choose a processA clearly defined part of the workflow that takes up time today and can be measured.
- Clarify data and systemsWhich data, which interfaces, which permissions – and what is missing.
- Implement a defined workflowWith defined approvals and success criteria, not the whole process at once.
- Measure in real operationWith real data and the people who work with it; then expand or stop.
Related use cases
Related pages.
Frequently asked questions
Frequently asked questions: phone & voice
Do callers know they are talking to AI?
Yes. The solution should present itself transparently as an automated, AI-powered assistant.
How is Swiss German handled?
Speech quality and dialects must be tested in the pilot with real calls; we give no blanket quality guarantee.
Can the agent assess emergencies?
No. It is not an emergency or medical decision system; callers are referred to the emergency number at the start. It only classifies urgency according to rules you set.
Which companies is this use case suitable for?
Businesses with many similar calls that can’t always be answered straight away in daily work – trades and building services, medical practices, administrative offices, service teams.
Next step
Check this task for your business.
Describe your current workflow in two sentences. We check the benefit, data situation, integration effort and risks and show whether a product, a solution building block or a custom solution makes sense.