A3 · Customer & Voice AI
Handle routine requests without losing human control.
Use email, chat or voice to answer routine requests, qualify intent, book, route and escalate when a person needs to take over.
One input, one processing step, one action.
01 · Inputs
- Customer emails
- Chat on the website or portal
- Inbound calls (voice)
02 · Processing
- Understanding the request and the intent
- Answering routine questions from your knowledge base
- Booking appointments or collecting information
- Escalating to a person according to rules
03 · Human checks
- Authorised scope of answers
- Immediate human handover on request or uncertainty
- Complete log of exchanges
04 · Outputs & actions
- Reply sent or drafted
- Appointment created
- Qualified and routed ticket
- Summary for the team
Today
With the system
The same questions come back every day.
Routine requests are handled; the team keeps the complex cases.
Missed calls are lost.
Every call is taken, qualified and followed by an action.
Escalation depends on who is available.
Escalation rules are explicit and traced.
Evidence level
E4Workflow exampleA tenant reports a breakdown by phone outside office hours: the request is qualified, a ticket is created, and the emergency is escalated to the on-call contact according to the defined rule.
Illustrative example of how the process can work.
Systems typically connected
- Telephony / VoIP
- Ticketing tool or CRM
- Calendar
Frequently asked questions
Can the voice assistant speak French, Dutch and English?
Yes, depending on the providers selected. We test quality per language on your real cases before going into production.
What does the system say when it does not know?
It says so, collects the useful information and hands over to a person. It does not invent an answer.
Are conversations recorded?
According to your policy and the applicable law. Retention is defined per workflow and contract, never as a global default.
Tell us what takes too much of your time.
Describe a workflow. We'll tell you whether it looks suited to automation and what the most relevant next step is.