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Features/Phone Agent
FEATURE

Phone Agent

AI-powered L1 phone agent that handles incoming client calls, interacts naturally with callers, and integrates directly with your PSA for efficient ticket management.

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01Overview

About this feature.

Your AI-powered L1 support assistant, an agent on the phone 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. Neo Phone Agent integrates seamlessly with AI ticket management for MSPs, capturing calls, notes, and actions automatically. Running Autotask? See how Autotask AI integration brings even more automation into your daily workflows.

03Video

See it in action.

04Setup

How to set up through Neo.

STEP 1

Configure Phone Agent Profile

Create a new Phone Agent profile within the Neo dashboard, defining its name/persona, voice characteristics, and maximum call duration.

STEP 2

Set Up PSA Integration

Configure PSA settings including target board/queue, default status for new tickets, source ID, and default company ID for unverified callers.

STEP 3

Configure Phone Agent Call Forwarding

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.

STEP 4

Define Data Settings & Custom Instructions

Configure data saving preferences for call transcriptions and recordings, and provide any custom instructions for handling specific client scenarios.

05Considerations

Considerations when setting up.

AI Response Latency

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.

Initial Use Cases

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.

Identity Verification

The system requires successful identity verification (company and full name) before accessing or modifying existing ticket information, enhancing security and data privacy.

Data Storage & Compliance

Consider data storage policies for call recordings and transcriptions, ensuring compliance with relevant regulations for client communications and data privacy.

FAQ

Frequently asked questions.

How does the Neo Phone Agent handle calls it cannot resolve?+
The agent creates a detailed ticket with all gathered information and clearly explains to the caller that a technician will follow up. For complex issues, it focuses on thorough information gathering to ensure technicians have actionable details. All interactions are recorded and transcribed for quality assurance.
What PSA systems does the Neo Phone Agent integrate with?+
Currently, the Neo Phone Agent supports ConnectWise, Autotask, and HaloPSA with direct integration. We are continuously working on adding support for more PSA platforms.
Can we customize the AI's voice and greeting messages?+
Yes, you can customize the agent's name/persona, voice characteristics (language, accent), and define custom instructions for how the agent should handle calls for particular clients or scenarios.
How does the agent verify caller identity?+
The agent first checks if identity is already known from Caller ID lookup. If not, it asks for company name and full name, then uses fuzzy matching against your PSA data to verify. Successful verification is required before accessing or modifying existing tickets, though new tickets can be created without full verification.
What happens after a call ends?+
After the call, the system performs sentiment analysis on the transcript, automatically attaches the transcript and/or recording to relevant tickets based on your configuration, and can even create a new ticket automatically if a support request was detected but not explicitly logged during the call.

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