Phone AI · Custom solution
AI phone support and call routing
Say what you need. Reach who can help.
Callers want to explain the problem, not guess which number to press. This assistant listens to why someone is calling, answers the questions you approve, gives customer-specific information where verification and integrations are in place, and routes everything else to the right team with a short summary.
- Calls
- Incoming support lines
- Answers
- Approved general questions; account details after verification
- Routes
- By the caller’s intent
- Escalates
- To your team, with context
For callers
What callers get
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Say it in their own words
Conversational IVR: callers explain the problem instead of choosing from a keypad menu.
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Answers to supported questions
Procedures, policies, service status and timings, from content you approve.
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Their own information, after verification
Order, booking, project, account or service-request status, where verification and integrations are configured.
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A person when it matters
Complaints, exceptions and anything outside scope go to staff, with what the caller has already said.
Routing
How intent-based routing works
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Listen for the reason
The caller explains in a sentence or two; the assistant identifies the topic.
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Check scope
Is this a topic the assistant may handle? If not, the call is routed straight away.
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Verify when needed
Account-specific questions trigger the verification step your team approved.
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Answer or act
Only within the answers and actions that were approved and integrated.
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Route with context
To the right queue, person or callback list, with a short summary of the call.
Authenticated phone support
Customer-specific answers only reach the right caller.
Before an order, booking or account detail is shared, the caller is verified by a method you approve and your backend confirms they may see that record. The detailed call flow, verification options and fallbacks are on the authenticated phone support page.
Where it fits
Support lines it can take, by industry
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Ecommerce
Orders and deliveries
Verified order updates and delivery enquiries.
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Real estate
After the booking
Post-booking questions, approved construction updates and handover enquiries.
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Hosting and software
Service and tickets
Service enquiries, ticket status and routing to the right team.
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Logistics
Shipments
Verified shipment information.
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Service businesses
Status and complaints
Service-request status, with complaints routed to staff.
Boundaries
Boundaries we agree in writing
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Supported topics
A list of what the assistant answers. Anything else is routed to a person.
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Actions and approvals
Read-only lookups and any actions, such as rescheduling, are listed explicitly. Unlisted requests are handed over.
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Escalation triggers
A request for a person, repeated misunderstanding, an upset caller, or a failed verification.
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Promises it will not make
No completion dates, refunds or compensation unless your system provides them and you approve the wording.
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Data handling
What is recorded from each call, where it is stored, and for how long.
An example handoff
A billing question that needs a person
An illustration for a hosting provider whose billing system is connected. The caller never repeats themselves.
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Customer
States the reason
“I was charged twice for my renewal this month.”
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Assistant
Identifies the topic
Billing dispute: a topic your team approved for verification and lookup, but not for refunds.
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Business system
Verifies and looks up
After verification, the integration reads the two renewal payments on the caller’s account.
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Assistant
Explains and hands over
It confirms what the account shows and says a billing specialist will take it from here.
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Person
Your team gets the context
The billing queue receives the account, both payment references, the caller’s request and a short call summary.
Questions
About AI customer support calls
Is this an IVR?
It includes conversational IVR: callers describe their reason in their own words and are routed by intent. It also answers approved questions and, after verification, account-specific ones.
Can it hand calls to my team?
Yes, by live transfer where your phone system allows it, or as a callback request with a summary.
How is this different from the Authenticated Customer Assistant?
This product works on phone calls. The Authenticated Customer Assistant works on your website, for customers who are signed in.
Tell us why customers call you
Share your main call reasons, your current phone set-up and the systems that hold the answers.