Efficient call answering via AI voice agent
Tools/platforms used
Result
Fully automated call answering at defined times
Structured capture of customer data directly in the ticketing system
Elimination of external telephony service providers
Faster, reliable data processing
Initial Situation
Previously, incoming calls were answered by an external service provider during defined time windows (07:00–08:00, 12:00–13:00, and 17:00–18:00). This approach was expensive, inflexible, and led to delays in processing customer data. The goal was to create an automated, scalable process that integrates seamlessly with existing IT workflows.
Implementation
The workflow for answering calls using an AI voice agent has been successfully implemented.
- Forwarding incoming calls to the AI voice agent (ElevenLabs)
- Automated collection and structuring of customer data
- Integration into the Autotask ticketing system via n8n for direct ticket creation
- Telephony via Twilio for reliable processing
The implementation required precise coordination between the telephone system, AI agent, and ticketing system to ensure error-free and consistent data collection.
Conclusion & outlook
The solution enables automated, reliable, and scalable call answering and direct integration of customer data into the ticketing system. Further self-service functions will be added in the future. This saves time, reduces costs, and increases the company's flexibility.
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