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ORMUS

Artificial intelligence

Voice AI & Contact Centers

A voice operator that answers the call, understands it and writes the outcome into your systems.

ID
AI-04
Rollout stages
05

The business problem

Most calls are the same handful of questions: where is my order, what time do you close, how much does it cost, can I move my booking. At peak hours those calls queue up, the customer waits and often hangs up. Meanwhile the agents’ time never reaches the hard cases that actually need a decision.

What we build

The voice AI answers the call, works out the question and replies using real data pulled from the CRM. Order status, booking times and opening hours are read from the live system. The conversation is transcribed and the outcome is written into the CRM as a structured record. When the question goes outside the scenario the call is handed to a human agent — who already sees a summary of the conversation on screen.

What the client gets

  • Routine calls handled without an agent
  • A transcript plus a structured summary of the outcome
  • Live data read from the CRM, not a canned answer script
  • Escalation to a human agent with the context attached

Possible integrations

  • Asterisk / FreePBX
  • SIP trunk
  • Bitrix24
  • amoCRM
  • Twilio
  • WhatsApp Business API

Rollout stages

  1. 01

    Audit and analysis

    We listen to and classify the current calls: which question makes up what share, and which scenarios can be automated.

  2. 02

    Architecture and design

    We write the dialogue scenarios, the escalation rules and the tone of voice for all three languages.

  3. 03

    Integration

    We connect it to the phone system and the CRM, and verify that live data reads correctly.

  4. 04

    Pilot operation

    We route a share of calls through it and measure recognition accuracy and escalation rate.

  5. 05

    Full rollout

    We move to the full inbound stream, keeping a fallback channel for peak hours.

Security approach

Call recording retention is set in advance and enforced by automatic deletion. Personal data spoken during a call — card numbers, ID numbers — can be masked before the recording is stored. The caller is told at the start of the conversation that they are speaking to an automated system.

Ongoing support

The list of unrecognised questions is reviewed weekly and folded back into the scenarios. When a new service or campaign launches, the dialogue scenarios are updated with it.

Related services

Consultation on this practice

Describe your situation briefly — we will outline the options and the first step.

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