Machine building
Service call intake for machine builders
A machine builder in Enschede had customers across Europe ringing about a stopped line, in German, Polish, English and Dutch, and a service desk that put them on hold while it found someone who spoke the language. The agent answers in the caller's language, identifies the machine from the serial number, asks what the display shows and what happened before it stopped, checks the service contract, logs the ticket with the right priority, and puts a stopped line straight through to the engineer on call with the ticket already open. Customers asking about spare parts are given the part number and the lead time. The service desk now dispatches instead of translating.
Mortgages
Callback calls for mortgage advisers
A mortgage advice office in Zwolle got web enquiries from people who had just seen a house and were rung back the next evening, by which time they had rung two other advisers. The agent now calls within minutes, asks whether they have a house in mind, what they earn, whether they are buying alone and when they need an answer, checks the office's list of what it may and may not say about rates, and books the first free slot with an adviser. People who are only curious are sent the checklist and a second call is booked in a month. Advisers now open each appointment knowing the numbers.
Cleaning
Schedule changes for cleaning companies
A commercial cleaning firm in Deventer had a planner who found out about cancelled cleans from the cleaner who arrived at a locked door. The AI receptionist now takes the client's call, identifies the site, moves or cancels the clean in the planning system within the notice rules, tells the client what it will cost if the notice is short, and rings the cleaner with the change before they leave. Clients asking for an extra clean after an event are booked into the first slot the team covering that area has. The planner now plans, and the cleaners stop arriving at locked doors.
Working with businesses in Overijssel
Scoping is a call on Zwolle time, in Dutch or English, and the agent is built to the wording and the rules you sign off in every language your customers use. It connects to the service, advice or planning system you already run, is tested on recordings of your own callers, and every call is transcribed and kept in the EU. A firm whose volume would be better served by a person on the desk is told so before the build.
Where else we work
The same agents answer phones and work call lists for businesses in Groningen, Drenthe and Noord-Holland, and the Netherlands page covers where else we are working this year.