AI-Powered Hotlines

CNT Call Manager offers the use of artificial intelligence (AI) in an IVR (Interactive Voice Response), providing flexible and intelligent call control. Callers can interact with the system through voice inputs, with the AI recognizing and processing multiple keywords and synonyms for each option. This makes the operation more intuitive and user-friendly, as different phrasings or terms are accepted.

The parallel use of keypad input remains as an alternative, ensuring maximum flexibility for callers. The combination of modern AI-powered speech recognition and proven keypad input provides a versatile hotline experience that adapts to the individual needs of users.

The aggressive speech recognition ensures that even inaccurate or slightly deviating pronunciations are reliably recognized and processed. By recognizing rhyming or similarly sounding words, the error tolerance is significantly increased. This is particularly advantageous when dialects, accents, or unclear pronunciations play a role. Additionally, the technology filters out disruptive background noises such as wind or ambient noise to further enhance clarity. This allows requests to be interpreted accurately, simplifies hotline operation, and sustainably increases caller satisfaction.

The support for German and English languages enables flexible and multilingual communication. Callers can switch between both languages, creating a personalized and adaptable user experience. This feature is particularly valuable for companies with an international customer base or multicultural teams. The ability to mix languages expands the possibilities and ensures that requests can be efficiently processed regardless of the preferred language. This guarantees seamless and user-friendly communication that meets modern demands.

Transcription is a central feature of an AI-powered hotline that enhances the caller experience and increases efficiency. During the conversation, spoken keywords are automatically recognized and directly incorporated as text into the call notes. This allows agents to have important information at their fingertips and access it seamlessly – for smooth and targeted communication.

Voice mail messages can also be transcribed and forwarded as text via email. This improves accessibility and facilitates the tracking of requests. Transcription ensures that all important details remain available at all times, thereby optimizing efficiency in customer service.