Elevator Pitch

One-sentence value:
"Voicebot is an intelligent voice assistant powered by artificial intelligence that automatically handles phone inquiries and resolves the most common user issues without agent involvement, operating 24/7 and reducing Service Desk workload by 60-80%."

Extended version (30 seconds):
"Voicebot is an advanced Conversational AI solution that automates phone support in organizations. The system understands natural user speech, answers questions from the knowledge base, checks ticket status, creates new tickets, and guides users through problem-solving step by step. It's fully integrated with the client's ITSM systems and knowledge bases, ensuring responses based on real organizational data, not AI-generated fiction. This allows your agents to focus on truly complex problems while routine inquiries are handled by an intelligent assistant – 24 hours a day, 7 days a week."

Ideal Customer Profile (ICP)

Organization Characteristics

Size and structure:

Large and medium-sized organizations with extensive IT infrastructure

Dedicated Service Desk or Call Center

Support team of at least 10-15 agents

Multi-branch structure or international operations

Volume and nature of inquiries:

High volume of incoming calls (100+ daily)

Significant percentage of repetitive, routine inquiries

Predictable inquiry patterns

Standard IT support procedures (password reset, VPN, access, ticket status)

Business pressure:

Pressure to reduce operational costs

SLA and response time requirements

Need to scale support without proportionally increasing headcount

Need to improve end-user satisfaction

Operational requirements:

Need for 24/7 support or extended working hours

Support for users in different time zones

Seasonal workload peaks (e.g., after deployments, updates)

Multilingual support for international organizations

Technological maturity:

Use ITSM system (ServiceNow, M42 PRO, etc.)

Have structured knowledge base

Have documented procedures and processes

Openness to automation and AI

Industries and Sectors

Particularly suitable:

Manufacturing with extensive IT infrastructure

Financial sector (banks, insurance)

Telecommunications

Retail with store networks

Public administration

Higher education

Healthcare (medical centers, hospitals)

Shared Service Centers

Purchase Readiness Signals

Customer is ready when they:

Are considering increasing Service Desk headcount (hiring freeze as opportunity)

Complain about agent overload

Have problems maintaining SLA

Pay for 1st line outsourcing and seek alternatives

Have introduced or plan hybrid/remote work model

Are undergoing digital transformation

Report need for support outside business hours

Have IT operational cost audit

Most Common Customer Problems and Pain Points

Problem #1: "Agents answer the same calls all day"

Symptoms:

60-80% of calls concern the same topics

Agents frustrated by work repetitiveness

No time for complex problems requiring expertise

Team turnover due to work monotony

Business consequences:

Low efficiency of qualified resource utilization

High recruitment and training costs (turnover)

Extended time to resolve complex problems

Declining team morale

How Voicebot solves it:
Voicebot automatically handles routine inquiries (ticket status, password reset, basic instructions), allowing agents to focus on problems requiring human intelligence and creativity. Agents perform more valuable work, increasing their satisfaction and retention.

Problem #2: "Phone is the most expensive channel"

Symptoms:

High cost per contact (often 5-10x more than self-service)

Rising Service Desk team payroll costs

Pressure to optimize IT budget

Difficulty justifying ROI for team expansion

Business consequences:

Operational costs consume development budget

No ability to invest in innovation

Pressure to outsource (quality risk)

How Voicebot solves it:
Voicebot radically reduces the cost of handling a single call through automation. The system operates 24/7 without additional night or weekend costs, requires no vacations or sick leave. Once configured, it can handle thousands of concurrent calls without cost increase.

Problem #3: "Users call to check ticket status"

Symptoms:

Significant percentage of calls only concern checking ticket status

Agents spend time on simple system lookups

Users don't use self-service portal

Recurring questions "what about my ticket?"

Business consequences:

Wasting agent time on simple operations

User frustration waiting in queue for simple question

Overloaded phone lines

Low utilization of invested self-service portals

How Voicebot solves it:
Users can call and immediately check ticket status – Voicebot retrieves information from ITSM in real-time and provides current status without engaging an agent. This is a natural, fast way for people preferring phone as communication channel.

Problem #4: "We lack people"

Symptoms:

Difficulties recruiting qualified agents

Long onboarding time for new employees

Agents are overworked and burned out

Service Desk queues during peak hours

Inability to cover all shifts (especially night shifts)

Business consequences:

Extended user waiting time

SLA violations

Declining user satisfaction

Rising recruitment and training costs

Risk of knowledge loss during turnover

How Voicebot solves it:
Voicebot acts as a "virtual team member" who is never sick, doesn't take vacation, and doesn't need training with every procedure change. The system scales automatically – handles 10 or 1000 calls simultaneously without additional costs. This allows a small team of agents to handle work volume that would normally require a much larger team.

Problem #5: "We don't want to outsource, but have no choice"

Symptoms:

Pressure to outsource 1st line to cheaper locations

Concerns about quality and data security

Desire to maintain control over processes

Need for compliance with regulations (GDPR, industry standards)

Business consequences:

Risk of losing control over service quality

Potential data security problems

Difficulties managing external provider

Loss of direct contact with users

How Voicebot solves it:
Voicebot is an alternative to outsourcing – automation instead of delegation. The organization maintains full control over processes, data, and service quality. The system operates on client infrastructure or in trusted cloud environment, ensuring compliance with all regulatory requirements. This is "insourcing" through intelligent automation.

Key Sales Use Cases

Use Case #1: Checking Ticket Status by Phone

Scenario:
User calls Service Desk to check the status of their ticket regarding system access problem.

Flow with Voicebot:

User calls Service Desk number

Voicebot identifies user by phone number

System greets user by name: "Good morning, Mr. Smith"

Asks: "How can I help you?"

User: "I'd like to check the status of my ticket"

Voicebot retrieves last ticket from ITSM

Provides information: "Your ticket number INC0012345 regarding SAP access is currently being handled by the IT team. Status: In Progress. Planned resolution time: today by 4 PM."

Asks: "Can I help you with anything else?"

Call ends

Business value:

Handling time: 30-60 seconds vs 3-5 minutes with agent

No queue – immediate response

Agent not engaged in simple lookup operation

User satisfied with quick information

ROI:
With 50 such calls daily, savings amount to approximately 3-4 hours of agent work per day.

Use Case #2: Password Reset and Basic IT Instructions

Scenario:
User forgot system password or needs technical instructions (e.g., VPN configuration, printer connection).

Flow with Voicebot:

User: "I forgot my system password"

Voicebot: "I'll help you reset your password. Please open portal.company.com"

Voicebot guides step-by-step through password reset process

After each step, asks for confirmation of completion

If user has problem, Voicebot offers alternative solution or escalation

Alternative – VPN instructions:

User: "I can't connect to VPN"

Voicebot retrieves instructions from knowledge base

Guides user through troubleshooting:

"Is VPN installed?"

"Please check if you're connected to the internet"

"Please launch VPN application and click Connect"

In case of failure – escalation to agent with full context

Business value:

Most common Service Desk inquiries resolved without agent

User receives help immediately, even at 2 AM

Reduction of simple tickets by 70-80%

ROI:
Password reset is often 20-30% of all tickets. Automating this process provides massive workload reduction.

Use Case #3: Voice Incident Registration

Scenario:
User has a problem and wants to report an incident but prefers phone over filling out portal form.

Flow with Voicebot:

User: "I have a printer problem"

Voicebot: "I'll help you report the problem. Please describe what's happening"

User describes problem in their own words

Voicebot asks clarifying questions:

"Which branch does this concern?"

"What's the printer number or location?"

"Does the printer turn on at all, or is the problem with printing?"

System automatically categorizes the ticket

Creates ticket in ITSM with full description

Provides user with ticket number: "Ticket created with number INC0012346. IT team will contact you within 2 hours."

Business value:

Ticket created with full context and proper categorization

User doesn't have to fill out forms

Agent receives ready ticket for execution

No information lost in communication

ROI:
Automatic categorization and ticket routing saves time for both user and agent. Reduction of ticket registration time by 50-70%.

Use Case #4: After-Hours Support

Scenario:
Employee working at night or weekends needs IT support, but Service Desk operates only 8 AM-5 PM.

Flow with Voicebot:

User calls at 11 PM with urgent problem

Voicebot answers immediately (no "call back during business hours" message)

Identifies user and problem

For standard issues: provides solution from knowledge base

For complex issues: creates detailed ticket with all context

Informs: "Ticket created. On-call specialist will be notified. For urgent matters, emergency escalation is available."

User can continue working or has clear expectations

Business value:

No need for expensive night shifts

Users aren't blocked waiting until morning

Urgent issues properly escalated

Non-urgent issues documented and queued

ROI:
Eliminating need for 24/7 human coverage saves 60-70% of night shift costs while maintaining service availability.

Use Case #5: First Line for Large Organizations

Scenario:
Large organization with 5,000+ employees where Service Desk receives 500+ calls daily with predictable patterns.

Implementation:

Voicebot handles Tier 0/Tier 1:

Ticket status checks

Password resets

Basic troubleshooting (VPN, email, access)

Account unlocks

Standard how-to questions

Complex issues automatically escalated to specialized teams

Agent receives full conversation transcript and context

Typical results:

60-70% call deflection rate

Average handling time reduced from 5 minutes to 1-2 minutes

Agent team can focus on Tier 2/3 issues

Improved first-call resolution for complex issues

Business value:

Service Desk team of 20 agents performs work of 35-40

Faster response times across all ticket types

Higher employee satisfaction (both agents and end users)

Ability to absorb growth without proportional hiring

ROI calculation example:

500 calls/day × 60% automation = 300 calls handled by bot

300 calls × 4 min saved per call = 1,200 minutes = 20 hours/day

Equivalent to 2.5 FTE saved daily

Annual savings: ~$150K-200K (depending on location)

Why Our Voicebot? (Competitive Advantages)

1. Powered by Generative AI

Unlike traditional IVR systems with rigid scripts, our Voicebot uses Generative AI to:

Understand natural language with high accuracy

Generate natural, human-like responses

Adapt conversation flow based on user input

Handle unexpected questions gracefully

Differentiation: Not just speech recognition – true language understanding and generation.

2. Deep ITSM Integration

Voicebot isn't an isolated solution – it's fully integrated with your ITSM ecosystem:

Real-time data from M42 PRO and other ITSM platforms

Automatic ticket creation with proper categorization

Ticket updates and status tracking

User verification via Caller ID

Context from previous interactions

Differentiation: Seamless integration means Voicebot acts as natural extension of your existing systems, not separate silo.

3. RAG Technology – Real Data, Not Hallucinations

Our Retrieval-Augmented Generation (RAG) approach ensures:

Answers based exclusively on your knowledge bases

Always current information from source systems

Traceable responses to source documents

Differentiation: Trustworthy answers your organization can stand behind – critical for IT support where accuracy matters.

4. Omnichannel Consistency

Voicebot is part of broader AI platform:

Same AI engine powers chat, Teams bot, and voice

Consistent answers across all channels

Unified knowledge base

Single point of configuration and training

Seamless escalation between channels

Differentiation: Not just voice solution – complete conversational AI strategy with voice as one channel.

5. Enterprise-Grade Security and Compliance

Built for regulated industries:

GDPR compliant by design

AI Act ready

Configurable data retention

Optional call recording (user utterances only)

Differentiation: Enterprise-ready from day one, not consumer chatbot adapted for business.

6. Fast Implementation

Standard deployment in 5 business days:

3 days: Voicebot configuration

2 days: ITSM integration

Includes RAG/AICore setup

Differentiation: Weeks, not months. Quick time-to-value without lengthy implementation projects.

How to Explain ROI

Quantitative Benefits

1. Reduced Call Volume to Agents

Calculation:

Current call volume: 400 calls/day

Average handling time (AHT): 5 minutes

Voicebot deflection rate: 65%

Calls deflected: 400 × 65% = 260 calls/day

Savings:

Time saved: 260 calls × 5 min = 1,300 minutes = 21.7 hours/day

Equivalent FTE: 21.7 hours ÷ 8 hours = 2.7 FTE

Annual value: 2.7 FTE × $60K avg salary = $162K/year

2. Shorter Call Duration

Even for calls that reach agents:

Agent receives context from Voicebot

Problem pre-diagnosed

User already verified

Average 30-40% reduction in handling time

Calculation:

Remaining calls to agents: 140/day

Time savings per call: 2 minutes (40% of 5 min)

Total savings: 140 × 2 min = 280 min = 4.7 hours/day

Annual value: ~$35K

3. 24/7 Coverage Without Night Shift Costs

Current state:

No after-hours support OR expensive night shifts

With Voicebot:

Full 24/7 automated coverage

Human escalation only for emergencies

Savings:

Eliminating 2-3 night shift agents

OR enabling 24/7 that wasn't feasible before

Annual savings: $80K-120K OR new revenue opportunity

4. Reduced Training Costs

Current state:

New agent onboarding: 4-6 weeks

Continuous training for procedure updates

Knowledge retention challenges with turnover

With Voicebot:

Smaller team to train

Voicebot updates instantly from knowledge base

No training needed for routine procedures