What is the difference between a chatbot, a voicebot and an AI agent?

A chatbot answers in writing and a voicebot by voice, often on a single channel. An AI agent also decides what happens next: resolve right away, trigger an action or hand over to an advisor, with the context of the exchange.

Which solution should I choose depending on the contact point?

On the website, the app or messaging apps: the conversational agent. On the phone: the voice AI agent, completed by the Visual IVR and the vocal guide to switch to digital. When an advisor is needed: call back or web call back.

Can AI agents handle complex requests?

They recognize them without trying to handle them alone. The agent qualifies the request, collects the useful information and hands it to the right advisor, who takes over without making the customer repeat anything.

Does an AI agent replace advisors?

No. The agent handles simple, repetitive requests. Advisors focus on situations that call for expertise and listening.

How does an AI agent fit into the existing contact center?

DialOnce sits upstream of your CCaaS and your CRM and feeds them with qualified requests. Integrations exist with Genesys, Odigo, Kiamo, NICE, Five9, Diabolocom, Salesforce and Zendesk, among others.

Where is the data hosted?

In France. DialOnce is a French software company: the AI is designed and hosted in France, at Scaleway, and data is processed in compliance with GDPR.

What is the difference between a chatbot, a voicebot and an AI agent?

A chatbot answers in writing and a voicebot by voice, often on a single channel. An AI agent also decides what happens next: resolve right away, trigger an action or hand over to an advisor, with the context of the exchange. The details are in our article on the differences between chatbot, voicebot and mailbot.

Which solution should I choose depending on the contact point?

On the website, the app or messaging apps: the conversational agent. On the phone: the voice AI agent, completed by the Visual IVR and the vocal guide to switch to digital. When an advisor is needed: call back or web call back.

Can AI agents handle complex requests?

They recognize them without trying to handle them alone. The agent qualifies the request, collects the useful information and hands it to the right advisor, who takes over without making the customer repeat anything.

Does an AI agent replace advisors?

No. The agent handles simple, repetitive requests. Advisors focus on situations that call for expertise and listening.

How does an AI agent fit into the existing contact center?

DialOnce sits upstream of your CCaaS and your CRM and feeds them with qualified requests. Integrations exist with Genesys, Odigo, Kiamo, NICE, Five9, Diabolocom, Salesforce and Zendesk, among others.

Where is the data hosted?

In France. DialOnce is a French software company: the AI is designed and hosted in France, at Scaleway, and data is processed in compliance with GDPR.

AI Agents for customer service

Already used by more than 150 customer service organizations

What is an AI agent for customer service?

An AI agent for customer service is software placed upstream of the contact center. It captures the request where the customer tries to reach you, understands the reason, resolves it when possible and hands it to the right advisor, with its context, when a human is needed.

DialOnce AI agents do not add another layer to your setup: they feed your CCaaS and your CRM with requests that are already qualified. For 10 years, more than 150 large private and public organizations have relied on our technology.

The suite

The DialOnce AI agent suite

Five solutions, each with its own page. Here is what each one does, in menu order.

Conversational AI agent

Answers on your website, your app, Google, WhatsApp, SMS or RCS, and triggers the expected action.

Discover the conversational AI agent

Voice AI agent

Picks up the call, understands the reason in natural language and decides what happens next before the call is queued.

Discover the voice AI agent

Visual IVR

Sends an SMS, RCS or WhatsApp link to the right digital journey: customers finish their request on their own.

Discover the Visual IVR

Vocal guide

Guides the customer by voice through this journey, or answers directly when voice is enough.

Discover the AI vocal guide

Call back and web call back

Turns into a call back only the requests that need an advisor, on a time slot your teams can keep.

Discover call back and web call back

Conversational AI agent: on the web and mobile

The conversational agent answers where customers already look: your website, your app, your Google listing, WhatsApp, SMS or RCS. It understands the intent, even when poorly phrased, then provides the answer or triggers the action: case tracking, order tracking, sending a document.

When a request needs an advisor, it hands it over with what has already been said. Customers never have to repeat themselves.

Discover the conversational AI agent

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%.

Gaëtan Bultez

Customer Service Director, RATP

Voice AI agent: on the phone, before the queue

On the phone, the voice AI agent greets the caller, understands the reason in natural language and decides what happens next within the first seconds: immediate answer, switch to digital or routing to the right team.

During contact peaks, it absorbs simple requests and limits unnecessary transfers. Advisors receive calls that are already qualified.

Discover the voice AI agent

Visual IVR: move the call to digital without breaking the journey

During the call, the Visual IVR sends an SMS, RCS or WhatsApp link to the right journey. Customers look up information, send a document or finish their request from their phone, without waiting for an advisor.

Avoidable calls go down, and teams focus on the requests that need them.

Discover the Visual IVR

DialOnce’s Visual IVR helped us improve the customer experience while keeping our flows, and therefore our costs, under control. It is a tool perfectly suited to our customers and their behavior, because it combines the simplicity of the phone channel with the fluidity of a web journey. The result: customers are more autonomous and find the solution to their problem faster!

Ilias El Basri

Head of Operations, Nickel

Vocal guide: voice support all the way to self-care

The vocal guide stays on the line once the Visual IVR link has been sent. The voice guides the customer step by step through the digital journey, or answers directly when listening is enough. It also recovers customers who do not open the SMS.

In the detailed example on the vocal guide page, out of 100 level 1 calls, about 72 customers complete their request with guidance, against about 45 with the Visual IVR alone.

Discover the AI vocal guide

Call back and web call back: a call back on a time slot that holds

From the IVR or from your website, the AI agent qualifies the request and resolves what can be resolved. Only the requests that need an advisor become call backs.

The calendar only offers time slots your teams can keep: the availability declared by your business teams is checked in real time in your contact center. The context of the exchange arrives in the advisor’s banner.

Discover call back and web call back

Our promise

Capture, qualify, resolve or hand over

DialOnce handles every request from start to finish. Four steps, one logic: from intent to resolution, with no break in the journey.

Capture

Front-line AI agents are available on every channel, voice, digital and physical: voice, website, app, Google, SMS, RCS, WhatsApp, QR code or reception kiosk. DialOnce captures the request where the customer tries to reach you.

“Your customers can enter through any door. DialOnce guides them to the right journey.”

Qualify

DialOnce combines intent classification, generative AI and business rules: the precision of NLU, the nuance of an LLM, control through your rules and a multi-agent architecture. Blend, our specialized language model, is the key differentiator.

“Understand fast, understand right, and stay in control.”

Resolve

When a request can be handled autonomously, DialOnce provides the answer, guides the customer or triggers the action. It does not just answer: it decides whether the request can be resolved right away, without a detour through an advisor.

“Resolve when it is possible.”

Hand over

When a human or a business system is needed, DialOnce hands the request to the right place with the right context. The advisor receives a qualified, prioritized, contextualized request, never a raw contact: this is how we reconcile automation and human support.

“Hand over when it is necessary.”

Once the request reaches the advisor, the AI Advisor Suite takes over: suggested replies, access to knowledge, post-call summary.

What does this change for your KPIs?

Customer satisfaction

90% of users satisfied or very satisfied with automated journeys
Productivity

+20% of advisor time spent on high-value tasks

Avoided calls

15% of calls avoided by routing to a digital journey
Reachability

+30 pts on the rate of calls handled, by phone or digital, relative to inbound calls

A French, agnostic AI that feeds your CCaaS

DialOnce is a French software company with ten years of experience in customer relations for large organizations. The AI is designed and hosted in France, and data is processed in compliance with GDPR.

Qualification combines intent classification, generative AI and your business rules, with Blend, our specialized language model. The solution stays agnostic, on AI models as on business tools: it plugs into your CCaaS and your CRM without replacing them.

Integrations that fit every use case

FAQ: AI agents for customer service

An AI agent for customer service is software placed upstream of the contact center. It captures every request, understands the reason, resolves it when possible and otherwise hands it to the right advisor, with its context.

The support case is detailed on our dedicated page on the AI agent for customer support.
A chatbot answers in writing and a voicebot by voice, often on a single channel. An AI agent also decides what happens next: resolve right away, trigger an action or hand over to an advisor, with the context of the exchange.

The details are in our article on the differences between chatbot, voicebot and mailbot.
On the website, the app or messaging apps: the conversational agent. On the phone: the voice AI agent, completed by the Visual IVR and the vocal guide to switch to digital. When an advisor is needed: call back or web call back.
They recognize them without trying to handle them alone. The agent qualifies the request, collects the useful information and hands it to the right advisor, who takes over without making the customer repeat anything.
No. The agent handles simple, repetitive requests. Advisors focus on situations that call for expertise and listening.
DialOnce sits upstream of your CCaaS and your CRM and feeds them with qualified requests. Integrations exist with Genesys, Odigo, Kiamo, NICE, Five9, Diabolocom, Salesforce and Zendesk, among others.
In France. DialOnce is a French software company: the AI is designed and hosted in France, at Scaleway, and data is processed in compliance with GDPR.

AI agents for customer service