AI customer contact | Every caller answered

What the platform does elsewhere

42.000

in missed calls turned into booked revenue, because someone answered outside opening hours too.

Hawksmoor · restaurant group, UK

£140k

in monthly bookings that come in by phone and are handled automatically.

Big Table Group · restaurant group, UK

+14

points higher customer satisfaction, because callers got an answer straight away in their own language.

UniCredit · Zagrebačka banka, Croatia

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These are results from customers of PolyAI, the platform our AI customer contact runs on. We've recently started offering this service; as soon as we have our own customer story, it'll be here.

02How it works in practice

Every call is answered, even at peak times.

If ten people call at once, all ten are answered. No queue, no IVR menu: callers simply say what they're calling about, in their own language.

Medewerker neemt een doorverbonden gesprek over

Appointments, orders and payments without intervention.

Scheduling or moving an appointment, passing on an order status, completing a payment or transferring to the right department. If it gets complex, it goes to a colleague with a summary attached.

You hear what customers really ask.

Every call is transcribed and analysed. One question in plain language instantly shows what customers call about and what could be better.

Team bekijkt inzichten uit klantgesprekken

04How the switch works

Mapping questions

We map out the most frequently asked questions to your customer service.

Training

The AI is trained on your organisation's information and tone of voice.

Testing

We test conversations and escalation rules before going live.

Live and refine

We monitor conversations and improve based on real data.

Stay as you are, or make the switch?

How it goes now

With IPCloud

Bij piekdrukte

The queue fills upEvery caller answered straight away, even ten at once

Buiten kantooruren

Everyone gets the voicemailThe same answer, day and night

Standaardvragen

The same question ten times a dayHandled automatically

Inzicht

No insight into what people call aboutEvery call transcribed and available to read back

Meer volume

Hiring more peopleA fixed amount per month, even when it's busy

Five things that cost your team time every day.The team has time left for the conversations that matter.

Book a consultation →

Two ways to do it

Instapniveau

Zoom Virtual Agent

For organisations that want to handle first-line questions without a big project. Works via phone, chat and messaging.

Set up without any programming

Transfers to a colleague when needed

Integrates with Zendesk, Salesforce and ServiceNow

Runs on the same platform as Zoom Phone

Multilingual, in seventeen languages

Zwaarste variant

PolyAI

For organisations with high call volumes and complex questions, where the conversation itself is the work.

Holds full conversations, no IVR menu

Handles appointments, orders and payments

Tailored to your own way of speaking

Conversation analysis in plain language

Certified for SOC 2 and PCI DSS

What it costs

Indication

fixed amountper month, based on credit

You purchase credit from which calls are deducted, at a fixed amount per month. How much credit you need depends on the number of calls. Zoom Virtual Agent starts considerably lower than PolyAI; in the consultation we work out both for you.

Request a price indication

Medewerker met headset neemt doorverbonden klantgesprekken aan

Included

Scheduling, moving and confirming appointments

Handling order status, invoices and payments

Transfer to the right department, with summary

Multilingual, in the language the customer calls in

Transcribed calls and analysis in plain language

A dedicated contact who comes on site

06Questions about AI customer contact

Does it sound like a robot?

No, and that's exactly the difference from an IVR menu. The voice sounds natural and callers can simply explain in their own words what they're calling about, without keywords or buttons. We do tell callers honestly that they're speaking to a digital colleague.

What if the AI doesn't know the answer?

Then it transfers to a colleague, with a summary of the conversation attached. The customer doesn't have to repeat their story. Your organisation decides in advance which topics always go to a person.

Does our customer data stay private?

The platform it runs on is certified for SOC 2 and PCI DSS and is GDPR-compliant. We sign a data processing agreement and agree in advance which data is stored and for how long. If it matters exactly where the data is located, we work that out per organisation.

Can we add a contact centre later?

Certainly. If customer contact grows into a team with queues, reporting and multiple channels, you can expand to a contact centre. The AI then stays as the first layer and handles whatever can be automated.

Which platform does this run on?

On two platforms, depending on what fits. Zoom Virtual Agent is the entry level and works via phone, chat and messaging; it runs on the same platform as Zoom Phone. PolyAI is the heavier option for organisations with many complex conversations. We're a partner of both and take care of the set-up, the integration with your telephony and the management.

Every caller answered straight away

Half of all calls are about the same thing.

Every call is answered, even at peak times.

Appointments, orders and payments without intervention.

You hear what customers really ask.

Curious how it sounds?