16 / Case example

Real-time voice assistant

Answers customer questions while the caller is on the line, using approved business information. It can send a text during the call and creates a follow-up ticket when needed.

One live callAI & communications

Call → business number → live AI call → resolution · text available during the call · transcript retained separately

Why it was needed

Calls that staff could not answer were sent to voicemail, leaving callers waiting and routine questions unanswered.

What changed

The live assistant now answers the business number, uses approved business information, carries out only actions the business authorizes, and speaks the result while the caller is still there. It can also send a text during the call. One deployment resolves about 60% of callers’ questions during the call; when it cannot complete the request, it creates a ticket with the available context for a person to follow up.

Key requirements

The caller must be able to speak naturally, interrupt, and hear the response without a long pause. The system uses the conversation so far, approved business information, and allowed actions throughout the call. It retains the transcript as a separate call record. Restricted callers are blocked, abandoned connections close immediately, and connection and service failures are handled within the call process.

Main features

Connect live phone calls
Use approved business information
Carry out only authorized actions
Speak the answer in real time
Send approved information to the caller by text
Retain the call transcript
Create a follow-up ticket with the call details

Result

In one deployment, the assistant answers about 60% of callers’ questions during the call.

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