AI-assisted call answering for a contact centre
AI-Assisted Call Handling, Integration Services
2025
Out-of-hours calls were configured to be answered by the voice assistant.
The organisation’s contact centre could not answer calls outside working hours. The first task each morning was working through messages left on voicemail.
A connection was built between the IP phone system and Dorsera, and out-of-hours calls were routed to the voice assistant, which answers, takes the request and creates the record where availability allows.
In the defined scenarios, the call is passed on as a note for the relevant staff member the next day.
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