The Problem: Missed Calls, Long Waits, and Inconsistent Support
- High call volume causes long wait times and dropped calls
- Repeated FAQs consume agent time and increase costs
- Inconsistent answers lead to customer frustration and churn
- Manual ticket logging reduces speed and accuracy
The Solution: An AI Voice Support Agent for Phone Calls
- Answers every call with a structured, friendly flow
- Resolves common questions from your knowledge base (RAG)
- Collects required details and auto-creates support tickets
- Escalates to a human for complex or sensitive cases
How It Works
- Step 1: Greeting and intent (billing, technical support, order status)
- Step 2: Light authentication (phone, email, order number) if needed
- Step 3: Guided troubleshooting or policy answers from the knowledge base
- Step 4: Confirm resolution or collect details to open a ticket
- Step 5: Summarize the call and next steps (ETA, ticket ID, follow-up)
- Step 6: Escalate to a human when confidence is low or requested
Call Flow (Sample Script)
- Greeting: 'Thanks for calling [Company Name] support. How can I help?'
- Intent routing: 'Is this billing, technical support, or order status?'
- Authentication: 'May I have your email or order number?'
- Confirm details: 'Please confirm the last two digits of your phone.'
- Troubleshoot: 'Are you seeing an error message? Let's walk through it.'
- Resolution check: 'Did that resolve the issue?'
- Ticket creation: 'I can open a ticket for a specialist to follow up.'
- Summary: 'Here is a quick summary of what we tried. Is that correct?'
- Finalize: 'Your ticket is created. You will receive a confirmation.'
Key Features
- Knowledge base (RAG) answers grounded in your docs and policies
- Ticketing with call summaries, tags, and required fields
- CRM capture for caller identity matching and contact creation
- Call routing by intent, department, and business hours
- QA and compliance with consistent phrasing and audit logs
- Analytics on call reasons, containment rate, and escalation triggers
Integrations (Optional)
- Ticketing: Zendesk, Freshdesk, Jira Service Management, or your API
- CRM: HubSpot, Salesforce, or your API
- SMS and email follow-ups with ticket ID and next steps
- Data export via CSV, dashboard, or webhook
What You Can Measure
- Containment rate (resolved by AI without human handoff)
- Average handle time (AHT) reduction
- First call resolution (FCR) improvement
- Agent workload reduction and staffing cost savings
Deployment Options
- Start with an FAQ containment pilot (1-2 weeks)
- Add ticketing and CRM after initial KPIs are proven
- Private or on-prem options for stricter compliance needs
Pricing & Plans (Example Tiers)
- Starter: FAQ containment, basic routing, and analytics
- Pro: ticketing, authentication, and advanced fallback handling
- Enterprise: multi-department routing, RBAC, and integrations
ROI Estimation (Call Deflection to Cost Savings)
- Monthly savings ~= calls per day x containment rate x cost per call x days open
- Example: 120 calls/day x 35% x $4.50 x 30 days ~= $5,670/month
- Does not include revenue impact from faster resolution and higher CSAT
Case Study Templates
- FAQ containment pilot (2 weeks): top 20 FAQs, track containment rate and AHT
- Ticketing rollout (4-8 weeks): routing + authentication, track FCR and backlog
FAQ
Yes. It can function as a conversational IVR that understands intent, routes calls, answers FAQs, and escalates to humans.
Responses are grounded in your knowledge base (RAG). When confidence is low, it asks clarifying questions or escalates to a human agent.
Yes. It can open or update tickets using your ticketing API and attach structured call summaries and tags.
Yes. You can define a brand style guide, disclaimers, and required phrasing for regulated workflows.
Yes. Start with English and add more languages as needed.
Related Pages
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Share your goals and we will map the fastest path from POC to production.
Contact: service@biogrouptec.com
Phone: 1-510-806-6488