Your customer service phone, answered. Every incident with its reference and its deadline.
It picks up the call on the first ring, recognises the customer by their number and reads their account statement and contracts in whatever system you have, there and then. It opens the incident and reads out the reference over the phone, INC-0042, so that next time all they need to do is say it.
What happened on the phone
Example customer service team · 5 account managers
Anything that changes or is sensitive (money, contracts, availability) is looked up at the time and not indexed: a copied balance would be yesterday’s balance stated with complete confidence.
A day on the phone
Four calls from an ordinary queue
In a customer service team the queue grows just when something fails and everyone calls at once. These four come in every day.
“It hasn’t worked since last night”
The agent records what is happening in the customer’s own words, opens the incident with its priority and reads out the reference before hanging up. The system sets the deadline according to that priority, and the account manager handling it already has it in their inbox.
“I’m calling about INC-0042”
The customer reads out the reference, the agent accepts it and repeats it to confirm, and tells them what status it is in and who is handling it. Without telling the story again from the beginning and without waiting for someone to find the email.
“How much do I owe?”
The balance and the contracts are read from whatever system you have, live and during the call. If they want to pay, the agent sends them the link or takes a card payment right there, and the payment appears in the panel with its description and status.
“I want to speak to my account manager”
The call is transferred to a person, chosen according to who is accepting calls at that moment. If nobody is available, the agent does not leave it hanging: it opens the incident with an assignee and a committed date, and the customer hangs up with a reference in hand.
What changes
Four things change from the first call
On the call, in what you then see in the panel, in what you decide when you set it up and in what the law requires of you.
On the call
It recognises the customer by their number and calls them by name. It opens incidents and reads out the reference letter by letter, and accepts the one read out to it so that it can tell them its status. It looks up the account statement, contracts and availability at the time, in whatever system you have. It asks one thing per turn, detects the caller’s tone and has a more empathetic voice for when it is needed. If someone talks over it, it stops and listens.
In the panel
Every call is transcribed turn by turn, with the tone, how long each response took and a line for each thing the agent looked up, with its result. Incidents go to an inbox with their status, their assignee and a committed date set 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. And there is a record of who changed what and when.
When you set it up
Live sources are looked up at the time of the call and not stored. For each field that comes from your system, you decide what the agent does with it: says it, says it only if asked, confirms the last four digits, uses it to identify the caller or never shares it. Internal notes are marked that way, and that settles it. The agent is test-run before it is published, with the list of what it still needs in view.
What the law requires
An announcement says, as soon as the call is answered, that an artificial intelligence is answering, and it cannot be removed. Recording is off by default, and recording does not start if that notice has not played. You choose how long transcripts are kept, between seven days and three years. There are five access roles: anyone who only views sees sensitive data masked, the accountants see payments and nothing else, and every time someone listens to a recording it is logged.
Incidents inbox
What is due soonest, at the top
The system sets the committed date when the incident is opened, according to its priority, and changing the priority moves the date. Nobody types it in by hand.
An example call
An incident the customer already has open
This is what a customer hears through the earpiece and what is left in writing when they hang up.
Good morning, you’ve called customer service. You’re speaking to an automated assistant: I’m telling you this because the EU AI Act requires it. How can I help you?
Good morning. I’m calling about the fault I reported on Tuesday.
If you have the reference to hand, tell me and I’ll look it up. It starts with I, N, C.
INC-0042.
I, N, C, hyphen, zero, zero, four, two. Is that right?
That’s right.
Laura Sanz is handling it, it’s in progress and the commitment falls due tomorrow at nine forty. I can also see an outstanding invoice for forty-eight euros twenty: if you like, we can pay it now by card, or I’ll send you the link and you can pay it when you’re able to.
What was written down without anyone typing it:
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.
What your team sees
The panel, in a customer service team’s words
Customers, account managers and incidents. Both screenshots are of the panel exactly as it is delivered.
Live sources
What it says in there: “queried on the spot; never indexed, for data that changes or is sensitive”. That is where you decide what the agent can read and what it must use to identify the caller first.
The incidents inbox
Every incident with its status, its assignee and its committed date. Whatever is about to fall due rises to the very top.
As standard
What a customer service team finds already set up
It is in place from the first day and adjusts to your systems, your account managers and your priorities.
Incidents with a readable reference
The agent reads out the reference over the phone, letter by letter, and accepts the one read out to it to look up its status. The customer sees that same reference in the link they receive.
Automatic committed date
The system sets it when the incident is opened, according to its priority: four hours for urgent, twenty-four for high, seventy-two for normal and seven days for low. Changing the priority moves the date.
Account statement and contracts, live
They are read from whatever system you have, at the time of the call, and they are not stored. Anything that changes or is sensitive is not indexed, even if you wanted it to be.
Internal notes are not shared
Every field that comes from your system is marked with what the agent can do with it. Internal notes are marked as never shared, and that settles it.
Account managers and call transfer
The call is transferred to a person according to who is accepting calls at that moment. If nobody is available, the incident is left with its assignee and its deadline.
Every call, in full
Turn by turn, with the caller’s tone, how long each response took and a line for each lookup the agent made, with its result.
Frequently asked questions
What customer service teams ask
Four answers to have before you sit down to watch a demo.
Where does it get the account statement from?
From your system, queried at the time of the call through its API. Live sources cannot be indexed even if you wanted to: a copied balance would be yesterday’s balance stated with complete confidence. We do not work with branded connectors; what there is, is a connection to any system that has an API.
What if the customer mishears the reference?
The agent reads it out letter by letter and digit by digit, and when a reference is read out to it, it repeats it in full so that it can be confirmed before looking anything up. It asks one thing per turn, so the reference and the phone number do not get mixed up in the same sentence.
Can it read the internal notes on a case file?
Never. Every field that comes from your system goes through the mapping, where you decide whether the agent says it, says it only when asked, confirms the last four digits, uses it only to identify the caller or never shares it. Internal notes are in that last group.
What happens when it cannot resolve something?
It transfers the call to a person, and chooses who based on who is accepting calls at that moment. If nobody is free, it opens the incident with an assignee and a committed date, and the customer hangs up with a reference and a date instead of a “we’ll call you back”.
Try it with your incidents and your contracts
We connect a test live source, mark field by field what the agent can and cannot say, and show you the call made with that. For the demo you do not need to send us any of your customers’ data.