Customer helpline with an AI assistant for repeat enquiries

Who it’s for

Businesses with a helpline that customers ring about the same things again and again: order status, opening hours, changing an appointment, where to send documents. Your team answers the same questions all day, while customers with harder problems wait in the queue. Outside office hours the line goes quiet.

If only a few people a day call your helpline, a simpler phone answering set-up is enough.

What the role covers

• Answering calls during helpline hours, outside them or when the line is busy, as you set it.
• Working out what the call is about and answering from the knowledge base.
• Handling simple matters by script: order status, changing an appointment, logging a request.
• Putting the caller through to the right person or department, with a summary of the matter.
• A monthly report: what customers call about, how many matters were handled without your team, how many were passed on.

What the assistant doesn’t do

• It doesn’t make sales calls or run phone campaigns.
• It doesn’t decide on complaints or settle disputes.
• It doesn’t promise dates or amounts that aren’t in your systems.
• It doesn’t pretend to be a member of your team. At the start of every call it says it’s an AI assistant.

When it hands over to a person

When the customer asks for a person, when the matter is disputed or urgent, when the assistant isn’t sure what it heard, and when it can’t find an answer twice in a row. Your team member gets the call together with a summary, so the customer doesn’t have to start again from the beginning.

Oversight by a MEZA specialist

A helpline means a lot of calls, so we recommend a package of 6 or 10 hours a month. A MEZA specialist reviews calls passed to your team and the ones where the customer was unhappy, refines the scripts and sends a monthly report. They work remotely and follow our procedures.

It’s a service, not employment. You send changes to the role through one agreed channel.

How we start

1. You fill in the form. We send a free quote within 24 hours.
2. Free Concept: a sample call script for the most common matters on your line.
3. We go through what customers have called about in recent weeks and pick the matters for the assistant.
4. We connect the assistant to your phone system or number and, where possible, to the systems it takes its information from.
5. A pilot on part of your calls. Afterwards you decide whether to carry on and whether to widen the scope.

On our service page you can read how we connect an AI voice receptionist to your phone system and CRM.

Rules and data

As of 23 October 2026. The assistant tells every caller that it’s an AI assistant. Article 50 of the AI Act requires this in the EU, and we apply the same rule in the UK. It also gives a short notice about how the caller’s data is processed. We process data under a data processing agreement, with no audio recording by default. The number stays on your own contract with your phone provider, and call minutes and the voice platform sit on your own accounts with the providers.

Tell us how many calls your helpline gets and what customers ask about most. You’ll get a free quote within 24 hours, including weekends and public holidays.