AI phone assistant · Voicebot
The phone menu asks where. The voicebot asks what.
At CoderConda the voicebot is an AI phone assistant, set up in 7 days. It lets callers say in their own words what it is about, asks for whatever is missing and hands over a complete record.
Phone menuHung up
Hung up
- Request
- unknown
- Contact
- The caller’s number
- Call back
- none
Second 8Three options, none of them rightSales, service, accounts. A complaint about an invoice belongs in two of them.
Second 20Zero as the emergency exitAnybody who cannot choose presses zero. Every kind of enquiry then lands in the same queue as before.
Second 45Hung upAfter two menu levels without a match, the caller hangs up instead of holding. They mean to try again later, and that rarely happens.
VoicebotRecord
- Bot“Hello, what is it about?”
- Caller“My invoice is wrong.”Complaint
- Bot“Which invoice do you mean?”
- Caller“The one from 12 September.”
- Bot“Invoice of 12 September, call back today. Is that right?”
- Caller“Yes.”
Record
- Request
- Complaint, invoice of 12 September
- Contact
- The caller’s number
- Call back
- today
Step 01Start openThe caller answers in their own words, not in the company’s categories.
Step 02Classify without askingThe answer decides which details the case needs. A complaint needs the invoice, an enquiry needs a budget.
Step 03Follow up on gapsIf the invoice is missing, it asks for it. This is where a phone menu stops, because all it can do is route.
Step 04Read back and hand overThe details are repeated and go where the case is handled: inbox, WhatsApp or CRM.
- InputSpeech, no keypad
- Handoverfrom the fifth ring
- ResultA record, not a transfer
A staged example call, not a recording.
01 — The comparison
The menu is faster, as long as the caller knows where they belong.
| Phone menu | Voicebot | |
|---|---|---|
| Input | Keypad choice from fixed options | A free sentence in their own words |
| When the request is unclear | Press zero and wait | Follow-up questions until the case is complete |
| What arrives at the far end | A category | Request, contact and call-back time |
| At night | A transfer into an empty extension | A complete record |
| Regular callers | Know the path by heart | Have to say once what they want |
02 — The set-up
Built around the cases that actually call.
- 01
The opening question and the greeting before it
- 02
One question branch per subject, drawn from last quarter’s calls
- 03
The rule for when a call is put through instead of recorded
- 04
Handover to inbox, WhatsApp or CRM
03 — The limits
Where the menu wins, I will not put a conversation in the way.
- 01
A line with two clear destinations and practised callers needs a fast transfer, not a recording.
- 02
The assistant makes no decision that costs money. It records what was discussed and negotiates nothing.
- 03
Where an answer is legally binding, it puts the call through instead of giving one.
04 — The questions
Three questions that come first.
01Does the voicebot replace my phone system?
No. It sits behind a diversion on the line you already have and takes over from the fifth ring. The system stays, and the phone menu can stay or be switched off.
02Does it understand regional accents?
Usually. What it does not catch it asks again, and what it still lacks after a second attempt stands in the record as a gap rather than a guess. After the first week I go through the transcripts and adjust the question set.
03Does it work with several numbers?
Yes, each with its own greeting and question set. The work sits in the second configuration rather than in the technology behind it. I cost it in the first call.
05 — Appointment
A look at your calls.Fifteen minutes.
I ask what calls you most often and whether a voicebot handles it better than your menu. If not, I say that too.
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