AI-powered L1 support assistant that handles incoming client calls, interacts naturally with callers, and integrates directly with your PSA for efficient ticket management.
The Neo Phone Agent is your AI-powered L1 support assistant, designed to handle incoming client calls efficiently and professionally. It acts as the first point of contact, interacts naturally with callers, gathers necessary information, and integrates directly with your PSA (ConnectWise, Autotask, or HaloPSA) to manage support tickets. When a call is forwarded from your VoIP system, the agent identifies the caller, verifies their identity securely, and manages tickets by creating, finding, updating, or closing them as needed. After the call, it performs sentiment analysis, attaches transcripts and recordings to tickets, and can even create tickets automatically if needed. This helps improve client experience, increase technician efficiency, ensure better ticket quality, enhance security through identity verification, provide 24/7 support capability, and deliver actionable insights through call analytics.
Watch a live demonstration of the Neo Phone Agent in action
Create a new Phone Agent profile within the Neo dashboard, defining its name/persona, voice characteristics, and maximum call duration.
Configure PSA settings including target board/queue, default status for new tickets, source ID, and default company ID for unverified callers.
Set up call forwarding rules in your existing VoIP system (e.g., RingCentral, GoToConnect, Teams Phone) to forward specific calls to the Neo-provided phone number.
Configure data saving preferences for call transcriptions and recordings, and provide any custom instructions for handling specific client scenarios.
Be aware of inherent AI processing delays (typically 100-200ms, occasionally 1-2 seconds) between the caller finishing speaking and the AI responding, which may feel less natural than human conversation.
Start with use cases where immediate human interaction isn't the absolute priority, such as voicemail replacement for after-hours calls or overflow handling when technicians are busy.
The system requires successful identity verification (company and full name) before accessing or modifying existing ticket information, enhancing security and data privacy.
Consider data storage policies for call recordings and transcriptions, ensuring compliance with relevant regulations for client communications and data privacy.
