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Whitepaper: The acceptance of chatbotsVoicebot for Customer ServiceAutomated, scalable, ready to use
An AI voicebot for customer service answers every call immediately and automatically resolves recurring issues, 24/7 and without a wait time.
- Significant relief for your service team during peak call volumes
- Available around the clock and in all languages
- Integration with your telephony system (SIP, PSTN) and systems such as Salesforce, HubSpot, or SAP
What Your Customer Service Voicebot Needs to Do Today
Automatically Handle Recurring Calls
Order status, address changes, password resets, general inquiries: these requests come up every day and tie up the lines. Our voicebot handles them automatically and with consistent quality, freeing up your team’s time for calls that truly require assistance.
Available 24/7, with no wait time
Your customers call whenever it’s convenient for them, even in the evenings and on weekends. The BOTfriends X voicebot immediately answers every call in over 100 languages and with over 500 natural-sounding voices. No hold music, no busy signal—just a consistent brand voice. If needed, it seamlessly forwards the inquiry via email.
Natural language instead of a rigid IVR menu
Customer data is scattered across CRM, ERP, ticketing, and knowledge bases. Instead of “Press 1 for …,” the voicebot understands freely phrased requests, retrieves relevant data in real time, checks permissions, and responds using your brand’s expertise. This transforms a rigid voice menu into a true service agent that handles multi-step processes over the phone.
Phone, chat or e-mail? You don't have to choose one!
You don't have to decide on a channel in our platform, as additional channels can be added in just a few steps. This means your bot project is scalable and optimally prepared for any expansion.
Why BOTfriends X and not a traditional IVR hotlineor an enterprise integrator?
Anyone looking for a service voicebot today essentially faces two dead ends: inexpensive, modular tools that become unreliable when handling critical processes, or heavyweight integration projects that take months and consume large consulting budgets. BOTfriends X avoids both.
AI-Native Voicebot Instead of an IVR Add-On
Traditional telephony platforms are powerful in terms of functionality but rigid in their logic: They layer AI over legacy IVR trees and fail when faced with ambiguity, context shifts, and natural language—so despite the “AI voicebot,” the caller still ends up on hold. BOTfriends X is built from the ground up for natural language: multi-agent orchestration meets full-fledged telephony integration. Hybrid intelligence—combining large language models, your business logic, and a verified knowledge base—ensures factually accurate responses, even during critical data entry processes in CRM, ERP, or SAP.
Platform Sovereignty Instead of an Integrator Project
Take back control of your service voicebot. No more months-long integration projects with external consultants charging daily rates, no more waiting a quarter for the go-live. With BOTfriends X’s no-code architecture, your voicebot will be up and running in just a few weeks. Your team can then continue to develop it on its own. If you need help, our Solutions Team is here to support you whenever you need it.
Multi-Agent Orchestration: Teamwork Instead of Monolithic Prompts
A simple voicebot struggles with complex calls when it’s expected to handle everything at once using a single AI instruction: understanding the issue, identifying the caller, retrieving data, taking action, and providing confirmation. BOTfriends X works differently. Specialized agents divide up the work, just like a well-coordinated service team. A typical setup might look like this:
The triage agent understands and classifies
The triage agent captures the customer's freely phrased request in a matter of seconds and accurately identifies the context. Without any menu prompts, it immediately activates the appropriate specialization for seamless escalation.
The authentication agent identifies users securely
The authentication agent ensures reliable identification using customer numbers or verification data. This ensures that sensitive actions, such as contract changes or refunds, are always handled in compliance with the GDPR.
The process agent operates within your systems
The Process Agent performs the desired action directly during the ongoing phone call, without any disruption. It interacts in real time with your CRM or ERP system, updates data, and reliably saves the results.
Expert knowledge to support the process, available at any time
Knowledge does not stand alone on the sidelines; rather, it is firmly integrated into every workflow. During a process, follow-up questions can be asked at any time and answered directly from the verified knowledge base. This ensures that knowledge sharing remains flexible and fluid, while operational writing tasks remain neatly and securely separated in the background.
That's why BOTfriends is the right partnerfor your customer service voicebot
Resolve up to 80% of inquiries automatically
Well-designed voicebots can resolve up to 80% of all recurring issues on their own. Your team can focus on what truly requires expertise.
Scalable without increasing staff
Whether you receive a hundred or ten thousand calls a day, the BOTfriends voicebot scales flexibly to meet your volume. No need for additional staff or endless hold times—even if everyone calls at the same time.
Multilingual and no waiting on hold
The voicebot serves your customers in over 100 languages and with 500 natural-sounding voices. Thanks to centralized configuration, your brand image remains consistent worldwide without requiring you to maintain multiple systems simultaneously.
Cost reduction through automation
The strategic use of AI-powered phone systems can significantly reduce support costs. The voicebot handles routine calls, leaving your team to focus solely on cases that require human expertise.
What the BOTfriends voicebot can do in customer service
Automatically Answer Standard Inquiries
The voicebot handles inquiries about business hours, product information, order status, or password resets immediately over the phone, with no wait time and without putting a strain on your team.
Carry out multi-step service processes
Address changes, rescheduling, order status, returns, or complaints: The voicebot guides your callers through the entire process and updates data directly in your backend systems.
Handle call spikes instead of putting callers on hold
During callback waves, promotions, or service disruptions, the voicebot handles as many calls as needed simultaneously. Every caller is connected immediately, rather than being put on hold or waiting for a callback.
Service in Every Language
The voicebot communicates in over 100 languages without requiring you to maintain a separate configuration for each language. A single configuration covers all markets, and the tone, brand knowledge, and business rules remain consistent across the board.
Seamless transition to a human agent
When the voicebot reaches its limits, it seamlessly transfers the conversation to an agent (human handover), including the full context of the conversation. Your customer doesn’t have to repeat their request, and your agent can jump right in with all the necessary information.
Valuable Insights Through Analytics Tools
Using the platform’s precise analysis tools, you can evaluate conversations anonymously. You’ll receive feedback on the most common customer concerns, customer satisfaction, and potential weaknesses in your processes—all data-driven and presented clearly.
Success Stories: Why Service Teamstrust our AI Agent platform
An enterprise-grade platform for measurable success: BOTfriends optimizes your cost structure and revolutionizes customer interaction. Experience maximum process acceleration on a platform that redefines security and performance for complex enterprise structures.
“Thanks to the introduction of the chatbot, we’ve been able to implement internal processes and workflows that we didn’t have before. We’re deriving significant benefits from this. It was particularly important to us that the bot be integrated into our existing system infrastructure.”
“Chatbots have significantly reduced the workload on our service teams. What we particularly appreciate about BOTfriends is its technological flexibility, which allows us to provide optimal support to international guests at all times through multilingual capabilities and tailored digital solutions.”
“With BOTfriends, we’re automating service requests via a voicebot. Seamless integration with our existing systems was a key factor for us. We also appreciate the platform’s hybrid approach. A rule-based workflow combined with agent-driven processes strikes us as a good balance. What we value most is the combination of a technologically leading product and a highly dedicated team.”
“Our chatbot perfectly complements our existing online channels and gives our customers the ability to get answers to questions about Süwag or their energy product around the clock. Automating entire processes—such as meter reading submission and rate consultation—provides our customers with real added value.”
“Working with Botfriends is truly impressive, as they consistently impress with their quick response times. It’s a real pleasure to work with a team that is so dedicated and efficient. Particularly noteworthy is how attentively Botfriends responds to customers’ wishes and needs, which shows that they truly put the customer first. Not to mention the user-friendly platform, which even those with little IT experience enjoy working with.”
“More than just a simple Q&A bot”
“What I find particularly impressive is that BOTfriends isn’t just a simple Q&A bot. Instead, it’s a true AI. The bot helps handle higher volumes during seasonal peaks, thereby reducing the longer response times that would normally occur.”
Quick integration into your existing system setup
- No dedicated IT team required
- GDPR-compliant & hosted in the EU
- Made in Germany
BOTfriends voicebots integrate with your telephony systems (SIP, PSTN, existing PBX) via open interfaces, as well as with CRM (Salesforce, HubSpot, Microsoft Dynamics), ERP (SAP—including write access—and NetSuite), ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud), and knowledge bases.
The first functional voicebots are typically up and running in just a few weeks. You don't need your own development team; they're enabled by our Solutions Team, yet you still have access to the full technical depth if you want to take a closer look.
Do you handle over 2,500 service requests per month?
Maximum scalability with full ROI: Let our experts show you
how AI agents can autonomously resolve your issues 24/7 and significantly reduce your team’s workload.
Frequently asked questions
Anything that is rule-based and routine: inquiries, order status, address changes, password resets, scheduling appointments, or returns. Well-configured voicebots can resolve up to 80% of incoming calls entirely without human intervention, end-to-end over the phone.
A traditional IVR hotline uses rigid menus (“Press 1 for …”) and struggles with open-ended inquiries. BOTfriends’ AI-Native Voicebot understands natural language, classifies the inquiry using a triage agent, and resolves it end-to-end without putting the caller on hold.
Yes. The BOTfriends X platform is 100% GDPR-compliant. All customer data is processed in an encrypted format and stored exclusively on German or European servers. BOTfriends also meets the requirements of the EU AI Act.
Yes. Integration with telephony (SIP, PSTN) and with systems such as Salesforce, HubSpot, SAP, or custom backend solutions is a core component of the BOTfriends solution. The voicebot accesses customer data, performs actions, and returns results.
For complex issues, the voicebot seamlessly transfers the call to a human agent, including the full context of the conversation, so that nothing is lost and the caller does not have to repeat their request.