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Customer relationship performance begins before the contact center

Every year, your customers try dozens of different ways to reach you. They call, search on Google, start a chat, reply to a text message, and scan a QR code. In customer service, no one really chooses where an inquiry comes in or how it’s routed. That’s where DialOnce comes in.

 

 

DialOnce, the AI agent for customer journeys

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Customer service teams managing high volumes of inbound requests across multiple communication channels thanks to AI agents

Unmanaged demand, overwhelmed advisors, broken customer journeys


A customer relationship manager handles millions of incoming contacts every year. Customers don’t always know which channel to choose, and their choice is almost never the most effective, neither for them nor for the company.

The result is familiar to every major customer relationship department: unfiltered volumes of incoming requests, agents tied up with poorly routed inquiries, and customer journeys that break down as soon as they switch from one channel to another.

No matter how efficient a contact center may be, it only routes requests once they’ve already entered the system. The real leverage lies upstream.

What a customer relations director sees today

✓ Millions of incoming contacts per year
✓ A significant proportion of low-value-added requests

 

 

 

✓ Seamless transfers between channels
✓ A cost per contact that is difficult to reduce

Our positioning

Engaging from the very first point of contact

DialOnce steps in before the contact center does: on Google, on your website, at a self-service kiosk, via a QR code, or in the text message received after a call. Anywhere the customer is still trying to figure out how to reach you. The AI agent understands the reason for the inquiry, takes context into account, chooses the best journey, resolves the request when possible, and, if not, forwards it to the right agent or system with all the necessary context. DialOnce operates upstream of CCaaS and CRM.
 
 
AI agent guiding customer requests to the most appropriate journey before they reach the contact center
AI agent qualifying, routing and contextualizing customer requests before handing them over to contact center and CRM platforms

Our role

A clear role within your customer service ecosystem


You already have a contact center, a CRM, and teams that know their business. DialOnce doesn’t add another layer: it handles everything that happens beforehand, from receiving the request to resolving or forwarding it.

DialOnce doesn’t replace your CCaaS, it enhances it. By stepping in early in the process, it enables your agents to receive requests that are better qualified, better targeted, and better contextualized.

Our integrations with Genesys, Odigo, Kiamo, NICE, Salesforce, and Zendesk are designed with this complementary approach in mind.

What we are

✓ The AI agent for customer journeys, positioned upstream of the contact center.
✓ An agnostic solution, both in terms of AI models and business tools.

 

✓ The single point of contact for understanding, resolving, and directing each request.
✓ A French software provider with 10 years of hands-on experience in customer relations for large organizations.

Our promise

Capture, qualify, resolve, or forward

DialOnce handles every request from start to finish. Four steps, one seamless process: from initial inquiry to resolution, without any interruptions.



  • An AI agent that guides public service users based on their situation and the steps they need to take

    Pillar 1

    Capture

    A single AI-powered customer service agent, accessible via voice, digital, and in-person channels. Whether through voice, website, app, Google, SMS, RCS, WhatsApp, QR code, or a self-service kiosk, DialOnce captures customer inquiries wherever they reach out to you.

    “Your customers can come in through any door. DialOnce guides them to the right path.”

  • An AI agent that frees public service employees from repetitive tasks so they can focus on complex situations

    Pillar 2

    Qualify

    DialOnce combines intent classification, generative AI, and business rules. NLU accuracy, LLM nuance, control through your rules, and a multi-agent architecture. Our Blend engine, a specialized language model, is what sets us apart.

    “Understand quickly, accurately, and without losing control.”

  • An AI agent available 24/7 for insurance customer service

    Pillar 3

    Resolve

    When a request can be handled independently, DialOnce provides the answer, guides the customer, or triggers the appropriate action. It doesn’t just respond—it determines whether the request can be resolved immediately and resolves it without routing it to an agent when it’s not necessary.

    “Resolve whenever possible.”

  • AI agent that directs policyholders to the customer portal or the appropriate specialist advisor

    Pillar 4

    Forwarding

    When human intervention or a business system is required, DialOnce routes the request to the right place with the right context. The agent receives a qualified, prioritized, and contextualized request—never a raw contact. This is how we bridge the gap between automation and human interaction.

    “Forward when necessary.”

AI agent capturing customer requests across voice, web, app, Google, SMS, RCS, WhatsApp, QR code and self-service kiosks
Capture
A single AI-powered customer service agent, accessible via voice, digital, and in-person channels. Whether through voice, website, app, Google, SMS, RCS, WhatsApp, QR code, or a self-service kiosk: DialOnce captures customer inquiries wherever they choose to reach you.
 
“Your customers can come in through any door. DialOnce guides them to the right path.”
AI agent improving customer service accessibility by guiding requests and providing relevant responses across channels
Qualify
DialOnce combines intent classification, generative AI, and business rules. NLU accuracy, LLM nuance, control through your rules, and a multi-agent architecture. Our Blend engine, a specialized language model, is what sets us apart.
 
“Understand quickly, accurately, and without losing control.”
AI agent automating routine requests in the telecom industry for a smoother customer experience
Resolve
When a request can be handled autonomously, DialOnce provides the answer, guides the customer, or triggers the appropriate action. It doesn’t just respond, it determines whether the request can be resolved immediately and resolves it without routing it to an advisor when unnecessary.
 
“Resolve whenever possible.”
AI agent tailored to public service needs, enabling user self-service, supporting advisors, and ensuring seamless experiences across all channels.
Transfer
When a human or a business system is needed, DialOnce routes the request to the right place with the right context. The advisor receives a qualified, prioritized, and contextualized request, never a raw contact. This is how we bridge the gap between automation and human interaction.
 
“Forward when necessary.”
RATP using DialOnce AI agent to sort incoming requests and assist passengers in French and English, reducing customer contacts by up to 30%
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.
La RATP révolutionne les déplacements urbains avec le chatbot omnicanal DialOnce
Gaetan Bultez
Customer Service Director, RATP

Our architecture

One agent, multiple touchpoints

DialOnce does not offer a catalogue of bots to stack on top of one another. We deploy a single AI agent, with the same understanding and the same approach to qualifying, resolving or handing over requests. The channel is simply a deployment method.

 

  • On the phone

    The AI agent becomes a voicebot. It answers the call, understands the reason for the request and routes it before the caller even enters the queue.

  • In the inbox

    The AI agent becomes a mailbot. It handles written requests, qualifies them and triggers the appropriate actions.

  • During the call

    Visual IVR seamlessly moves the conversation to digital channels without disrupting the customer journey.

  • On the Web and on mobile devices

    Website, app, Google, WhatsApp, SMS, RCS: the AI agent is available digitally, 24/7.

  • Alongside the advisors

    The AI agent augments your teams with suggested responses, access to knowledge and post-call summaries.

  • At physical touchpoints

    Self-service kiosks, QR codes in branches or on printed communications: every touchpoint becomes a qualified entry point.

Our results

A positioning that delivers measurable results

Banking, insurance, retail, energy, transport, public services, tourism, social housing: acting upstream delivers measurable results across the KPIs that matter most to customer relations teams.

 

 

  • Customer satisfaction

    90% Users who are satisfied or very satisfied with the automated workflows

  • Avoided calls

    15% Percentage of calls avoided through redirection to a digital channel

  • Increased productivity

    +20% Increased time allocated by your advisors for value-added tasks

  • Reachability

    +30pts Improvement in the percentage of calls handled (by phone or digitally) out of the total number of incoming calls

1001 Vies Habitat using DialOnce AI agent to manage more than 550 tenant intents, provide automated answers and route requests to the right channel
With more than 550 intents covering every stage of the tenant journey, we can address a wide range of needs through automated responses or route requests to the right channel, creating a smoother experience for both tenants and advisors.
1001 Vies Habitat digitalise sa relation locataire avec l’IA de Dialonce
Maud Flory-Boudet
Multichannel Customer Relations Manager, 1001 Habitats

What our positioning changes for you

  • The contact journey covers the entire path from the moment someone decides to contact you to the moment their request is handled. It could be a customer in banking or retail, a tenant with a social housing provider, a citizen using public services, or a passenger using transport services.

    The journey begins well before the request reaches the contact center: with a Google search, a help page, a phone number displayed on a bill, or an SMS received after a call.

    This is where DialOnce steps in: at this upstream stage of the journey, which is often poorly equipped and largely invisible in performance metrics.

  • No. DialOnce operates upstream of these platforms and feeds into them. Requests reaching your CCaaS or CRM are already qualified, prioritized and enriched with the relevant context. Requests that can be resolved autonomously never need to reach them.

    Our integrations with the leading platforms on the market are designed around this complementary approach, never as a replacement.

  • It is critical. Responding means producing a message. Deciding means determining what should happen next.

    For every request, the AI agent assesses whether it can be resolved immediately through self-service, whether it requires an action in a business system, or whether it needs to be handed over to an advisor.

    This decision-making capability works consistently across all channels, with the same level of understanding and in line with your business rules.

  • Many solutions claim to be omnichannel when they are actually just multichannel: they operate across multiple channels but have no record of what happened on the others. Omnichannel capability requires that context be shared across channels. A customer who started their inquiry on your website, continued via text message after a phone call, and then was transferred to a representative should not have to repeat anything. DialOnce shares the reason for the inquiry, the information already collected, and the customer journey history across all touchpoints, including your CCaaS and CRM.

  • Across four key areas: the volume of inbound contacts that actually reach advisors, first contact resolution rate, average cost per contact, and customer satisfaction measured through NPS or CSAT.

    Acting upstream shifts the focus from improving handling productivity to managing the flow of customer requests itself.