When a customer calls your business, they want to speak to the right person, get an answer to their question or leave a message. What they don’t want is to be left waiting or have to call back because nobody was available.
That is where AgenteX, the AI receptionist comes in. Built into our the tlephones core platform, it can handle incoming calls around the clock, help callers with everyday enquiries and pass calls on to the right person when needed.
We recently looked at why many AI phone systems fall short, particularly when a caller needs to speak to a real person. AgenteX has been developed with this in mind, giving it access to information from the phone system itself rather than simply answering calls and hoping someone picks up.
Getting callers through to the right person
As Agentex is embedded within the telephony system, it can readily see which staff members are available, already on a call or set to Do Not Disturb (DND). This helps it decide what to do next, rather than simply transferring every call like an AI Auto-Attendant would.
AgenteX, the AI-Receptionist takes it further than an AI Auto-Attendant would because if someone is available, it will introduce the caller and explain why they are calling before putting the call through. The person receiving the call can then accept or reject it, just as they would with a human receptionist.
If they are busy or unavailable, AgenteX can take a message instead.
Taking a detailed message, not just a standard voicemail
Rather than a standard voicemail of the caller just leaving their name and number, AgenteX can take over and ask follow-up questions to get the details needed, including what the call is about and how best to get back to the caller.
Once the call has finished, it can email the relevant staff member a summary of the conversation, along with the full transcript and call recording. They can then see what the caller needed without having to listen to the recording first.
AgenteX can also identify whether the caller’s number is new to the business and if it is, automatically add it to the cloud phone book.
Answering questions about your business
Not every call needs to be passed to a member of staff. Customers might simply want to know your opening hours, ask about a service or find out something that is already covered on your website.
AgenteX can use information from your website and internal business documents to answer these types of questions directly.
You can also adjust how it speaks, including its level of formality and the length of its responses, to better suit your business.
That means customers can get answers to routine questions straight away, while your team has more time to deal with calls that need their attention.
The NTA Difference Is AI Built Into Your Phone System
The main difference between AgenteX and other alternatives is that it is built directly into NTA’s core telephone platform, rather than operating as a separate add-on service
This allows it to use live information about staff availability and call handling alongside your business information. It can also transfer calls in a way that follows the rules and settings of your telephone system.
The aim isn’t to replace the people answering your phones. It is to help your business handle calls when the team is busy, make sure callers are directed appropriately and give staff the information they need to follow up.
We would love to show you what it can do. Call us on 01708 320 000 and you might be surprised by just how much goes on behind the scenes when you answer a call.
Some of our partners have been attending our events for over 10 years, both in the UK and abroad. Over that time, both for the team at NTA aswell as our partners, relationships have been built that go well beyond business and it’s always lovely to see. Even partners who are newer to NTA are made to feel welcome and seeing everyone enjoying themselves is what makes these events so worthwhile.
The evening carried on with games night, an all-inclusive bar and plenty of laughter and conversation late into the night.
