Voice AI for your IT support line
A support number that NetZen AI answers. It checks who is calling, answers from your knowledge base, opens the ticket, and puts the caller through to your on-call technician when they ask for a person.
Example call
Fabrikam IT support line
- NetZen AI
- Fabrikam IT support. You're speaking with the AI assistant. What's your work email, please?
- Caller
- It's jamie.rivera at contoso.example. Outlook keeps asking for my password.
- NetZen AI
- Thanks, Jamie, that matches this phone. Contoso's guide says to sign out of Outlook and back in. Shall we try that now?
- Caller
- It's still asking. Can I talk to someone?
- NetZen AI
- Of course. I'll transfer you to the on-call technician; what we tried is on the ticket. Please stay on the line.
Ticket opened for Jamie Rivera, Contoso Ltd: Outlook keeps asking for a password.
What does the AI do on a support call?
The same work it does on a Teams or email ticket, spoken.
1
It confirms who is calling
By work email, checked against the people you added or synced; a new phone number gets a code by email first.
2
It asks what your desk would ask
The same intake questions as every other channel, in a normal conversation.
3
It answers from your knowledge base
Your procedures for that client, not a general script.
4
It opens the ticket
With the caller, the problem and what was already said, next to your Teams, email and chat tickets.
5
It puts the caller through when asked
To your on-call technician, on the conditions you set.
How is this different from an answering service?
A message-taking answering service
Voice AI in NetZen
What the caller gets
Answering service: A message taken for later
Voice AI: An answer from your knowledge base, or a ticket opened while they talk
The ticket
Answering service: Typed into your PSA by someone else
Voice AI: Opened in your service desk, matched to the caller and their client
Who gets interrupted
Answering service: Your on-call technician, for most calls
Voice AI: Your on-call technician, when the caller asks for a person
Where it lives
Answering service: Another tool and another bill
Voice AI: The same platform as your other channels; minutes on your NetZen invoice
Who answers when your desk is closed?
The AI does, nights and weekends. Callers who ask for a person go to your on-call number, on the conditions you set; everything else becomes a ticket with the details already collected, ready for the morning. Your technicians stop answering the phone to take a message.
What you control
Voice is an add-on we switch on for your organization. You pick a US number, then set the rest.
- The greeting
- What callers hear first, in your words, introducing the assistant as AI.
- Forwarding
- The on-call number and when to put callers through; by default, when they ask for a person.
- Call limits
- How long a call may run, and how long a silence lasts before the call ends.
- A monthly cap
- Total minutes per month, reset on the first.
- The call log
- Every call with the caller, status, duration and cost, beside the minutes used.
Voice AI questions
For your IT support line, yes. It answers, identifies the caller and opens the ticket, rather than taking messages for a front desk.
Yes. When a caller asks for a person, the call goes to your on-call number. You can change when calls are put through.
Yes. It answers nights and weekends. Callers who ask for a person are put through to your on-call number on the conditions you set, and the rest are tickets ready for the morning.
A US number you pick when Voice is switched on. Clients call it like any support line.
Voice is an add-on for your organization, billed by the minute as its own line on your NetZen invoice, with a monthly cap you set.