Telphin: AI Telfin

The main articles are:

• IVR (Interactive Voice Response)
• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding

2025: Presentation of "AI Secretary"

Provider communication services "" Telfin presented to the market a product - "AI secretary." Now the distribution of calls on the base virtual PBX "Telfin. Office" can be maintained using. artificial intelligence The company announced this on August 21, 2025. An innovative service provides more accurate routing. The client does not wait on the line, he does not need to listen to a long one: " IVR AI secretary" immediately recognizes the request and sends a call to the desired specialist.

"AI secretary" is the next stage in the development of intellectual IVR. Now the voice menu supports not only morphological analysis of calls, but also neural network. That is, the "AI secretary" automatically analyzes calls using predetermined words and expressions that customers say when contacting the company, and the context of the request itself, determining its main meaning.

This service from Telfin saves resources and reduces the burden on the company's administrators. Calls are transferred to the desired department or employee without the participation of an operator, which allows you to automate the processing of routine tasks and focus on solving more complex issues. In addition, the "AI secretary" provides quick and accurate answers, and is also able to give short consultations using knowledge bases.

AI classifies calls by call purpose and automatically transfers calls to competent employees, making communication more targeted and productive. With the help of the "AI secretary," you can simultaneously process any number of calls, which also affects the level of trust and loyalty of customers who can get to the right specialist the first time, simply explaining the reason for their appeal or identifying the problem, - comments Ivan Pavlov, project manager "Telfin."

To correctly process primary requests as part of the AI Secretary service setup, you can set up 20 classifiers with different call distribution schemes or configure hierarchical schemes with the desired number of classifiers. When routing calls, it is possible to turn on a voice message, transfer the call to an extension or queue, an external number or voice mail. The call can also be returned to the previous IVR stage.

Service users can configure the number of attempts and the time to recognize the voice command. The robot can also ask follow-up questions for more accurate routing. Thus, the "AI secretary" provides not only targeted distribution of calls, but also increases the dialing of customers to the company. In addition, at any time, new phrases and classifiers can be added to AI routing settings, adapting the service to customer requests, which also increases the level of service.