[ 01 ]
It tries to handle everything
A bot with no clear limits guesses, and callers notice. The limit has to be designed first, together with the exit.
[ VOICE AGENTS ]
No missed calls. Your team gets the calls that need them.
Callers hang up on voicemail, and your team answers the same five questions all day. A voice agent takes intake, books appointments and routes callers, and hands over to a person, with a summary, when the call needs one.
Handover to humansCalls logged and reviewableScope you define
[ 01 — WHERE IT GOES WRONG ]
Why voicebots disappoint.
Most callers have met a bad phone bot. The good ones are designed around the calls they should not handle.
- [ 02 ]
Dialect and noise
Demos run on clean audio in standard German. Real callers speak dialect, from a car or a workshop. It has to be tested on them. - [ 03 ]
Handover that starts from zero
If the person who takes over asks everything again, the caller is angrier than before. The summary has to travel with the call. - [ 04 ]
Unclear rules on recording
Callers should know they speak to an assistant, and recording and retention need rules that your legal side has approved.
[ 02 — WHAT YOU GET ]
A voice that knows its limits.
A voice agent is judged by the calls it should not handle. We design those exits first.
- [ 01 ]
Defined call types
A short list of what the agent handles, such as intake, booking, opening hours, routing or status questions. Everything else is handed over. - [ 02 ]
Handover to people
Warm transfer to the right person or queue, with a written summary of what the caller said so nobody asks twice. - [ 03 ]
System connections
Calendar, CRM, ticket or booking system, so the agent books and records instead of taking a message. - [ 04 ]
Call log and review
Transcripts and outcomes for every call, with retention you set, and a weekly review of the calls that went wrong. - [ 05 ]
Disclosure and consent
The caller is told they speak to an assistant. Recording and retention follow rules you approve.
[ 03 — HOW WE DE-RISK IT ]
How niivo takes the risk out.
We prove it on a slice of your calls before it answers the phone for everyone.
- [ 01 ]
Start from your real calls
We sort a sample of your call log by reason and outcome. The design comes from what callers actually ask, not from a script. - [ 02 ]
A limited pilot
The agent takes one line or after-hours calls only. Everything else keeps ringing through to your team as before. - [ 03 ]
Test with your callers
Language and dialect are tested on your real callers before we promise anything, and failed calls are the first thing we review each week. - [ 04 ]
A switch you control
Scope, retention and the off switch are yours. If the numbers do not beat the baseline, the calls go straight back to your team.
[ 04 — PROCESS ]
Listen first, then answer.
We start from real call data or a sampled call log, not from a demo script.
- 01
Call analysis
We sort a sample of your calls by reason and outcome and set the baseline: volume, handling time, missed calls.1 to 2 weeks - 02
Design
Call types, tone, handover rules and the systems the agent may touch. You approve the scope in writing.1 week - 03
Pilot
The agent takes a limited share of calls, for example one line or after-hours only. We review call logs weekly.4 weeks - 04
Decide and extend
Measured against the baseline, you extend the scope, adjust it or switch it off.1 session
[ 05 — USE CASES ]
Calls that fit.
Typical scenarios. None of these describe a specific client.
Appointment booking
- Today
- Reception books slots between other tasks and misses calls at peak times.
- With the workflow
- The agent offers free slots from the calendar and confirms by message. Changes to existing bookings go to a person.
After-hours intake
- Today
- Callers reach voicemail and the team returns calls the next morning.
- With the workflow
- The agent records the request, classifies urgency and creates a ticket. Urgent cases trigger a call to the on-duty person.
Call routing
- Today
- The switchboard asks the same three questions on every call.
- With the workflow
- The agent asks once, identifies the topic and transfers with a short summary.
First-level questions
- Today
- The same status and opening-hours questions fill the phone.
- With the workflow
- The agent answers from an approved knowledge base and says so when it does not know.
[ 06 — SCOPE & PRICE ]
Scoped in a pilot, then extended.
Compare the pilot price with what missed and repeated calls cost today: staff time on routine questions, and enquiries that hung up on voicemail. The call analysis gives you both numbers before you commit to more.
Voice agent pilot · 6 weeks
from CHF 16,000fixed scope · excl. VAT
Telephony and speech provider fees are separate and stated before you commit. Extensions: CHF 2,200 per day.
- Call analysis and baseline
- Defined call types and handover rules
- Pilot on a limited share of calls
- Weekly call-log review
[ 07 — QUESTIONS ]
What people ask about voice agents.
Will callers know it is not a person?
Yes. The agent says at the start that it is an assistant and offers a person at any time.
How are calls and recordings handled?
You decide whether audio is stored, for how long and where. By default we keep transcripts and outcomes, not audio, and apply the retention you set.
What if it misunderstands a caller?
It asks again once, then hands over. Failed calls are the first thing we review each week.
Does it understand dialects?
German and English are our focus. Dialect recognition varies by provider, so we test with your real callers before promising it, and we say plainly where it falls short.
Can it run without sending audio to a cloud?
In some setups, yes, using local speech and language models. That comes with trade-offs in quality and effort, and we set them out in the audit.
Will our receptionists lose their jobs?
The goal is that they stop answering the same questions and stop missing calls at peak times. People take the calls that need judgement, and they review the agent's log.
Bring a sample of your calls.
We tell you which ones an assistant can take, and which ones it should not.