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Give callers on hold a faster way through.

Add one option to your IVR: “Press 1 to talk to our AI assistant now.” Callers who choose it are answered right away. Callers who would rather wait for a person keep their place in line.

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Hold-queue relief

Direction
Inbound
Callers reach it
By external transfer from your IVR
Carrier change
None
Languages
English and Spanish
Setup
Built and tested by our team, live in days
Plans
From $399 a month, plus one-time setup

Capabilities

What callers get done without waiting

The agent takes the routine share of your queue, working from your knowledge base and the systems you connect.

  • 01

    Answered right away

    No hold music. The agent picks up the moment the caller presses the key, at any hour.

  • 02

    Answers from your knowledge base

    Hours, policies, pricing and procedures, answered from the content you give the agent.

  • 03

    Looks up and updates records

    Order, account and appointment status, address changes and account notes, in the systems you connect.

  • 04

    Books and reschedules

    Appointments booked, moved or cancelled while the caller is still on the line.

  • 05

    Transfers when it should

    When a caller needs a person, the agent transfers the call to the number you choose, under rules you set.

  • 06

    Every call on the record

    Recorded, transcribed, summarized and tagged in your dashboard, so you can see what the AI resolved and what it passed on.

How it works

No new carrier, no migration. Your IVR stays in charge.

  1. We build and test your agent

    You share scripts, FAQs, policies and transfer rules. Our team builds the agent around your real call types and tests it before it takes a live call.

  2. You add the menu option

    Point an IVR option at your Telvana number as an external transfer, the same setting your phone system uses to forward to any outside number.

  3. Callers choose it

    Callers who press the key are answered right away. The agent resolves what it can and transfers the rest to the number you choose.

Handoff

Where the AI stops and your team takes over

Hold-queue relief works because it is optional and narrow. The AI takes the calls it can finish. Anything complex, emotional or high-stakes goes to your agents.

Telvana resolves

  • Status checks and account lookups
  • Questions your knowledge base answers
  • Booking, rescheduling and cancelling
  • Simple updates to a customer record

Goes to your team

  • Complaints, disputes and upset callers
  • Refunds, exceptions and anything that needs approval
  • Questions outside the knowledge base
  • Any caller who asks for a person

FAQ

Common questions.

All questions
Do callers have to use the AI?

No. It is an option in your menu. Callers who would rather wait for a person don't press the key and stay in your queue as they do today.

Do we need to change our phone system or carrier?

No. You add the Telvana agent's number as an external transfer destination in your existing IVR. Your numbers, carrier and routing stay where they are.

What happens when the AI can't help?

It transfers the call to the number you choose, under rules you set. If your phone system has a priority queue or a direct line, you can point the transfer there so the caller doesn't start again at the back.

Can we offer it only when the wait is long?

That depends on your phone system. If your IVR can play a prompt based on queue time or time of day, you can offer the AI only then. Otherwise you can offer it on every call.

Use cases

More ways contact centers use Telvana.

All use cases

Put AI agents to work in your contact center.

Book a demo. We'll walk through your call types, show you which ones Telvana can take, and let you hear it handle one.

See pricing