Let the AI take the tier-1 calls.
Status checks, account questions and FAQs are answered right away, from your knowledge base and the systems you connect. Your agents keep the calls that need judgment.
Tier-1 support
- 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
The questions it answers
Routine requests, answered from your content and your data, in English or Spanish.
-
01
Status checks
Order, ticket, delivery, claim or application status, looked up in the systems you connect.
-
02
Account questions
Plan details, due dates and account questions, answered from your knowledge base or, with a custom integration, from your records.
-
03
FAQs and policies
Hours, locations, pricing, returns and cancellation policies, answered from your knowledge base.
-
04
Simple updates
Contact details, preferences and account notes updated in your systems while the caller is on the line.
-
05
Clean escalations
When a call needs tier 2, the agent transfers it to the number you choose. The recording, transcript and summary are in your dashboard.
How it works
Start with the call types that are safe to automate.
-
Pick the call types
Together we choose the tier-1 call types worth automating and the ones that should always go to a person.
-
We build and test the agent
Our team loads your knowledge base, connects the systems it needs, writes the transfer rules, and tests the agent against your real call types.
-
Route the calls
Offer the agent from your IVR, or send specific menu options to it as an external transfer. Review every call in the dashboard.
Handoff
Where the AI stops and your team takes over
Tier 1 is where AI earns its place. Tier 2 is where your people are. We set the agent up to transfer a call that is outside its scope rather than stretch to answer it.
Telvana resolves
- Status checks
- Account and plan questions
- FAQs and policy questions
- Contact and preference updates
Goes to your team
- Troubleshooting that needs diagnosis or judgment
- Billing disputes, refunds and exceptions to policy
- Complaints, cancellations and upset callers
- Anything the knowledge base doesn't cover
- Any caller who asks for a person
FAQ
Common questions.
How does the agent know our answers?
We load your knowledge base, FAQs and policies into the agent and connect the systems it needs for lookups. It answers from that content, and you can update it as your policies change.
Can it look up a specific customer's account?
Yes, with a custom integration to the system holding the account, which we scope with you before you commit. Without one, the agent answers from your knowledge base and transfers account-specific questions to your team.
Which systems can it connect to?
Telvana connects to CRM and scheduling tools, and your own systems can trigger calls through the API and receive results by webhook. Tell us what you use and we will confirm what is possible before you commit.
What happens when a question is outside its scope?
It transfers the call to the number you choose, under rules you set. The recording, transcript and summary are in your dashboard for whoever picks it up.
Use cases
More ways contact centers use Telvana.
- Hold-queue relief Offer callers the AI from your IVR when wait times climb, so the routine calls stop waiting behind the hard ones.
- After hours and overflow Cover nights, weekends and spikes without adding shifts. Urgent calls still reach your on-call team.
- Scheduling Book, confirm, reschedule and cancel appointments by phone, in the scheduling system you connect.
- Confirmations and reminders Confirm tomorrow's appointments, pickups and deliveries, with changes made on the call.
- Outbound campaigns Lead follow-up and list calling inside the hours you set, with interested contacts booked or transferred.
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.