Skip to content

AI agents for customer service

Handle more customer requests without compromising service quality. Reduce repetitive calls, improve reachability, and prevent contact center overload with AI agents designed for customer service.

Request a demo
6-1

Already used by more than 150 customer service organizations

  • The French Air and Space Force has deployed AI agents to automate high-volume requests, streamline user journeys, and enhance the efficiency of internal services.
  • AI agents used by Enedis to automate recurring requests, streamline user journeys, and strengthen the efficiency of public services.
  • AI agents used by the City of Paris to automate recurring requests, improve service availability, and deliver a seamless user experience across all channels.
  • AI agents deployed by ENGIE to manage high customer request volumes, ensure seamless energy service experiences, and support omnichannel efficiency.
  • AI agents streamlining customer requests at Matmut
  • 1001 Vies Habitat enhances tenant relations with AI agents
  • IDKIDS streamlines omnichannel customer experience with DialOnce AI agent
  • Orange enhances customer journeys with DialOnce AI orchestration
  • SNCF optimizes customer service with DialOnce's omnichannel chatbot
  • Crédit Agricole Nord de France uses DialOnce’s omnichannel chatbot

Customer service centers now need to do more with the same teams

 

Contact centers now need to handle higher volumes of customer requests, manage increasingly frequent activity peaks, and meet growing expectations for immediacy, without increasing headcount or compromising service quality.

Deployed across more than 150 projects in banking, insurance, retail, transportation, energy, public services and social housing, DialOnce AI agents help automate simple and repetitive requests to reduce pressure on teams, improve advisor availability and maintain a more consistent level of service, including during peak contact periods.

A suite of AI agents designed for every channel

e3a19920-e0d1-4ba2-b086-9eb5dc0e0f3e

Omnichannel AI Agent

Reduce repetitive requests across digital channels

The DialOnce conversational AI agent automates simple requests across websites, WhatsApp, messaging platforms, and customer portals by understanding user intent and routing each request to the most relevant journey while providing responses tailored to the context of the interaction. It helps reduce low-value interactions while improving responsiveness and customer service availability.

Learn more about the conversational AI agent

Common use cases

Benefits

  • Case tracking

  • Order tracking

  • Frequently asked questions

  • Information sharing

  • Self-service processes

  • Instant responses

  • Fewer repetitive requests

  • 24/7 availability

  • More consistent responses

  • More time for complex situations

  • To facilitate the work of our advisors, we chose to offer DialOnce's conversational agent supported by artificial intelligence. This agent was particularly in demand during the Paris 2024 Olympic Games. It sorts incoming requests, and responds to a maximum number of travelers in French and English, reducing contacts by up to 30%.
    RATP revolutionizes urban travel with DialOnce omnichannel chatbot

    Gaëtan Bultez

    Customer Service Director, RATP

94020a9d-656b-4e1a-824e-d7a9281d1eaf

Voice AI Agent

Reduce wait times during contact peaks


The DialOnce Voice AI Agent automates simple calls through a voicebot capable of understanding requests expressed in natural language, quickly identifying the reason for contact, and routing users to the appropriate resolution path within the first seconds of the interaction. It helps customer service centers streamline incoming call management, reduce unnecessary transfers, and maintain higher availability during peak contact periods.

Discover how to reduce phone wait times

Common use cases

Benefits

  • Call qualification

  • User guidance

  • Recurring information requests

  • Call overflow management

  • Inbound call management

  • Reduced waiting times

  • Fast request qualification

  • Fewer unnecessary transfers

  • Reduced phone line saturation

  • Maintained service quality

  • Users can explain their needs directly without going through multiple menus. Requests are better qualified and transfers are far more efficient.

    Marie-Claire Varnier

    Customer Service Director, Varolia

2d9ea184-fe0e-4a8e-9ef2-32a68864d658

Visual IVR

Reduce unnecessary calls with digital journeys


DialOnce Visual IVR allows users to continue certain requests directly on their phone through an SMS, RCS, or WhatsApp link, helping avoid mobilizing advisors for simple tasks. Users can quickly access the right information, upload documents, or complete specific actions directly from their mobile device without waiting on the phone and by themselves. This approach helps reduce avoidable calls, speed up customer processes, and improve team availability for higher value-added requests.

Discover how to reduce avoidable calls

Common use cases

Benefits

  • Document submission

  • Process tracking

  • Access to essential information

  • Digital journeys after a call

  • Managing contact volume peaks

  • Reduction of avoidable calls

  • Reduced waiting times

  • Improved reachability

  • Fewer transfers

  • More availability for complex requests

  • Thanks to DialOnce’s orchestration platform, we improved our answer rate, increased self-service usage for order tracking and repair tracking, and also improved our unit cost.
    Fnac Darty enhances customer support with DialOnce’s omnichannel AI agent

    Christophe Famechon

    Customer Relations Director, Fnac Darty

Visible impact on your customer service KPIs

  • Reachability

    +30Pts to maintain service quality, even during peak periods

  • Productivity

    +30% by reducing low-value customer requests

  • Avoided calls

    -15% through routing to autonomous digital journeys

  • Availability

    24/7 to ensure seamless service continuity across all channels

Trusted AI designed for customer service

 

DialOnce AI agents automate simple requests using the company’s existing content, knowledge bases and business rules, while ensuring a high level of security, sovereignty and response quality. They support organizations’ data governance and compliance requirements, with GDPR-compliant data management and full control over the information used by the AI. Teams also benefit from real-time visibility into journey performance, contact center activity and interaction quality through dedicated dashboards monitoring reachability, customer satisfaction, call deflection and operational efficiency.

AI agents connected to your customer service ecosystem

  • SharePoint partnership with DialOnce to structure content and power AI agents used in customer experience journeys
  • Partnership between Mayday and DialOnce to enhance omnichannel customer engagement with generative AI solutions
  • HubSpot integration with EraChat’s AI-powered generative chatbot
  • Alliance for customer service optimization between Sia Partners and DialOnce
  • Collaboration between PwC and DialOnce, dedicated to the future of customer relations.
  • DialOnce’s consulting partners collaborate to improve the omnichannel customer relationship, the case of Accenture
  • Salesforce and DialOnce: a powerful duo for omnichannel customer relations
  • Innovative contact management at Kiamo with DialOnce omnichannel chatbot
  • Customer communication revolutionized by Axialys and the DialOnce omnichannel chatbot
  • Integration of Genesys and DialOnce’s omnichannel chatbot for optimal customer service
  • Microsoft is connectable to DialOnce omnichannel chatbot

Why do customer service leaders choose DialOnce?

 

AI projects in customer service often fail for the same reasons: unreliable responses, customer journeys that are difficult to evolve, poor continuity between channels and limited visibility into actual performance. DialOnce AI agents were specifically designed to help customer service teams maintain control over their journeys, content and service quality.

The platform centralizes the management of journeys, scenarios and content, making it easier to adjust responses, identify friction points and continuously optimize customer journeys based on usage and contact volumes. Teams can progressively improve performance without relying on complex projects or heavy update cycles.

DialOnce also stands out through its ability to orchestrate interactions between voice, digital channels and advisors in order to deliver a smoother and more consistent experience across every touchpoint, while addressing the challenges of security, compliance and data governance in demanding high-volume contact environments.

FAQ

  • The Conversational AI Agent operates on digital channels such as websites, customer portal, and instant messaging. The Voice AI Agent, on the other hand, automates phone interactions using natural language.

  • No. AI agents handle simple and repetitive requests, freeing advisors to focus on complex situations that require expertise and human support.

  • The main benefits include improved reachability, reduced waiting times, automation of recurring requests, smoother customer journeys, and a decrease in unnecessary contacts to contact centers.

  • DialOnce incorporates supervision and quality control mechanisms to assess the consistency, relevance, and reliability of responses generated by AI agents. Performance can also be measured in real time through dedicated indicators covering customer satisfaction, reachability, and operational efficiency.