Positioning
VoiceHelp is needed where the incoming flow of requests overloads operators, some applications are lost, classification is performed manually, and the service must work outside of the first line schedule.
The product helps automate the initial contact, relieve typical workload, speed up routing and connect the voice channel with CRM, Service Desk, 1C-Bitrix, mail, telephony and internal systems.
What does the client get?
24/7 reception of requests
Standard applications are accepted outside the operator's schedule and are not lost during peak periods.
Faster classification
The system clarifies the context and transfers the request to the correct line or system.
Single standard
Conversation scripts, request fields and routing rules become manageable.
Scalable service
The voice assistant can be expanded to new services, languages, queues and departments.
Functionality
Recognition and synthesis
ASR/TTS, dialogue transcription, follow-up questions and response scripts.
Routing
Classification of the request, priority, responsible environment and transfer of the request.
Operator support
Hints, dialogue summary, contact card and contact history.
Request analytics
Recurring topics, reasons for requests, quality of scripts and channel load.
Architecture and Integrations
VoiceHelp is built as a managed voice workflow: incoming channel, recognition, script engine, AI classification, integration with requests, human control and analytics.
Integrations: telephony, CRM, Service Desk, 1C-Bitrix, ERP/1C, Telegram/MAX, mail, knowledge bases, Ragify and reporting systems.
Safety and Operation
For the voice channel, the rules for recording and storing conversations, consent, masking sensitive data, channel protection, access control and control of operator roles are important.
Roles and access rights
Separation of users, administrators, data owners and process operators.
Magazines
Recording actions, requests, sources, settings changes and important events.
Data control
Working with permitted sources, storage rules, masking and PD restrictions.
Support
Operating regulations, monitoring, updates, SLA/OLA and post-pilot development.
Pilot and implementation
Scenario selection
We formulate the business problem, process owner, data sources, information security restrictions and result criteria.
Quick assembly
We raise the outline, connect data, configure roles, prompts, templates, integrations and logging.
Checking the effect
We conduct a pilot on real scenarios, collect feedback, compare manual and automated processes.
Industrial launch
We draw up the architecture, regulations, SLA, support, training and scaling roadmap.
For the pilot, one stream is selected: IT support, customer request, emergency request, FAQ, order status or service line with typical scenarios.
Let's discuss your environment
Describe the task, current systems, constraints, and expected results. We will offer a practical first step: diagnostics, pilot, audit, roadmap or project team.
