TRIGGER
Caller: "I have a question about my invoice"
understands and connects directly to accounting
OUTCOME
Caller at the right contact, no menu needed
Use case: AI IVR
Modern call routing, without a single key press.
HiDesk understands what callers say and routes them directly to the right place. No "press 1 for sales", no hold queue, no frustration.
Natural speech control
Intelligent routing
GDPR-compliant
Phone AI
Incoming call
Handling the call
Web-Chat
New message
Answer in seconds
Features
What HiDesk does better as AI IVR
Classic IVR systems frustrate callers. HiDesk understands natural language and resolves requests directly.
Understands natural language
Callers just say why they’re calling. HiDesk understands the request without key input or rigid menu options.
Intelligent routing
HiDesk maps the request automatically to the right department, person or action, following rules you define.
Direct resolution over transfer
If HiDesk can answer the request itself, it does. Transfer only when needed.
How it works
From request to solution — in seconds
01
Caller states their request
No menu, no key pressing. The caller simply says why they’re calling.
02
HiDesk understands the intent
The AI recognises intent and context from the natural conversation.
03
Resolve directly or route
HiDesk answers instantly or connects with the right contact.
04
No caller on hold
Every call is handled fast and cleanly — no transferring around.
Real-world examples
AI IVR in practice
TRIGGER
Caller: "I’d like to schedule an appointment"
books directly, no transfer needed
OUTCOME
Appointment confirmed in one step
TRIGGER
Caller: "I have a problem with my order"
routes to support and passes the context
OUTCOME
Support informed immediately, no repeating
TRIGGER
Caller: "Can I speak to Mr. Miller please?"
connects directly or takes a message
OUTCOME
Direct contact without detours
Combined with the HiDesk Web-Chat
IVR combined with web chat
Callers who want more info after the call can seamlessly switch to web chat. Or the reverse: chat visitors who prefer to talk can start a call with one click.
- Callers can continue in chat after the call
- Chat visitors can be called with one click
- Same routing logic on both channels
- Complete conversation history across channels
Phone AI
Incoming call
Live
"I’d like to book an appointment..."
Web-Chat
Website visitor
Live
"How much does it cost?"
FAQ
Frequently asked questions
End the key menu.
HiDesk understands natural language and routes every caller directly to the right contact.
No key pressingIntelligent routingGDPR-compliant