[ 01 ]
Defined call types
A short list of what the agent handles, such as intake, booking, opening hours, routing or status questions. Everything else is handed over.
Voice agents
The phone gets answered. Your team gets the calls that need them.
Voice assistants that take intake, book appointments, route callers and handle first-level questions, and hand over to a person when the call needs one.
Handover to humansCalls logged and reviewableScope you define
[ 01 — WHAT YOU GET ]
A voice that knows its limits.
A voice agent is judged by the calls it should not handle. We design those exits first.
- [ 02 ]
Handover to people
Warm transfer to the right person or queue, with a written summary of what the caller said so nobody asks twice. - [ 03 ]
System connections
Calendar, CRM, ticket or booking system, so the agent books and records instead of taking a message. - [ 04 ]
Call log and review
Transcripts and outcomes for every call, with retention you set, and a weekly review of the calls that went wrong. - [ 05 ]
Disclosure and consent
The caller is told they speak to an assistant. Recording and retention follow rules you approve.
[ 02 — PROCESS ]
Listen first, then answer.
We start from real call data or a sampled call log, not from a demo script.
- 01
Call analysis
We sort a sample of your calls by reason and outcome and set the baseline: volume, handling time, missed calls.1 to 2 weeks - 02
Design
Call types, tone, handover rules and the systems the agent may touch. You approve the scope in writing.1 week - 03
Pilot
The agent takes a limited share of calls, for example one line or after-hours only. We review call logs weekly.4 weeks - 04
Decide and extend
Measured against the baseline, you extend the scope, adjust it or switch it off.1 session
[ 03 — USE CASES ]
Calls that fit.
Typical scenarios. None of these describe a specific client.
Appointment booking
- Today
- Reception books slots between other tasks and misses calls at peak times.
- With the workflow
- The agent offers free slots from the calendar and confirms by message. Changes to existing bookings go to a person.
After-hours intake
- Today
- Callers reach voicemail and the team returns calls the next morning.
- With the workflow
- The agent records the request, classifies urgency and creates a ticket. Urgent cases trigger a call to the on-duty person.
Call routing
- Today
- The switchboard asks the same three questions on every call.
- With the workflow
- The agent asks once, identifies the topic and transfers with a short summary.
First-level questions
- Today
- The same status and opening-hours questions fill the phone.
- With the workflow
- The agent answers from an approved knowledge base and says so when it does not know.
[ 04 — SCOPE & PRICE ]
Scoped in a pilot, then extended.
Voice agent pilot · 6 weeks
from CHF 16,000fixed scope · excl. VAT
Telephony and speech provider fees are separate and stated before you commit. Extensions: CHF 2,200 per day.
- Call analysis and baseline
- Defined call types and handover rules
- Pilot on a limited share of calls
- Weekly call-log review
[ 05 — QUESTIONS ]
What people ask about voice agents.
Will callers know it is not a person?
Yes. The agent says at the start that it is an assistant and offers a person at any time.
How are calls and recordings handled?
You decide whether audio is stored, for how long and where. By default we keep transcripts and outcomes, not audio, and apply the retention you set.
What if it misunderstands a caller?
It asks again once, then hands over. Failed calls are the first thing we review each week.
Which languages work?
German and English are our focus. Dialect recognition varies by provider, so we test with your real callers before promising it.
Can it run without sending audio to a cloud?
In some setups, yes, using local speech and language models. That comes with trade-offs in quality and effort, and we set them out in the audit.
Bring a sample of your calls.
We tell you which ones an assistant can take, and which ones it should not.