SO AGENT
Deploy voice AI Agent fast and keep people connected
The first Voice AI agent that keeps people at the center of customer service: a seamless customer journey from intent recognition and routing, through simple FAQs, all the way to the callback.
CONNECTING PEOPLE
Software for Voice AI Agents and callbacks
SO Agent – the smart Voice AI agent that handles intent recognition, routing, and simple FAQs, with built-in callback functionality for a seamless customer journey. Fast to integrate, ready to use immediately.
„With SO Agent, we offer the first Voice AI agent that keeps human customer service at the center.“
Thomas Addison
CEO
SO Agent uses LLM-based technology to handle intent recognition, conversational routing, and answers to simple, repetitive questions over the phone. Service centers gain full transparency into why and how often customers call about a given topic.
Complex or revenue-relevant requests are always handled by a human agent. If the team is at capacity, the customer waits no more than 60 seconds after which the system automatically schedules a capacity-based callback through Conversational Callback Booking. Outside of staffed hours, the callback is scheduled directly. This is how ServiceOcean guarantees 24/7 support for every service center.
- Intent recognition, routing, simple queries & scheduling of callbacks
- Humans handle complex interactions
- Plug-and-play integration into existing systems
- Maximum customer satisfaction, minimal effort for service centers
- 24/7 support
- Dedicated project management for guaranteed success
This is how the customer journey works with SO Agent
What SO Agent can and can’t do
| ❌ | ✅ |
|---|---|
| A “one-size-fits-all” solution | Dedicated project management for guaranteed success |
| An all-in-one AI agent that resolves complex requests end-to-end | A smart Voice AI agent for intent recognition, routing, and simple Q&A |
| AI providing end-to-end advice on products and services | Human-to-human communication as soon as complex, revenue-relevant topics arise |
| Routing back into a traditional call queue when the AI can’t resolve the request | A maximum 60-second wait time, with callbacks offered instead |
| Long integration projects aimed at replacing people in the service center | Fast, plug-and-play integration into existing systems |
| A bot that answers questions about the weather or other unrelated topics | Guardrails: the bot knows its focus |
SO Callback
Software for Callbacks
SO Callback delivers Conversational Callback Booking with all previously established features, and is a built-in part of SO Agent.
„Already during the pilot phase, we were able to improve call handling by more than a third.“
Martin Siessegger
Stadtsparkasse Düsseldorf
Does the customer need to speak with a human agent, but the queue is longer than 60 seconds? SO Callback offers alternatives without any break in the customer experience.
- Scheduled callback: Callers book a callback at a precise time of their choosing. Available time slots automatically adjust to team size.
- Virtual Wait / Courtesy Callback: Callers hang up and let the software wait for them. The callback happens at the next available time, based on team capacity.
- Option to Wait: The voluntary choice to stay in the queue helps segment callers and reduces abandoned calls.
- Online scheduling: Customers book an on-time callback directly via the website or app.
More handled calls with the same team? Or the same handling rate with fewer resources? Both are possible. Fewer abandoned and repeat calls reduce call volume by 10% and immediately increase the number of calls handled.
The software reduces costs in the service center. Stadtwerke Düsseldorf achieves an 85% cost advantage with ServiceOcean. Sparkasse Bremen AG reports six-figure annual cost savings. The cost advantage is calculated individually for every business case.
Management, customers, and employees are impressed alike!
SERVICEOCEAN PORTAL
Your KPIs at a glance
Benefit from meaningful KPIs, automated data analysis, intelligent insights, and a new dashboard.
Ai Agent
All features
Dashboard & Reporting
Real-time overview of all KPIs and meaningful reports.
Intent Recognition
Privacy-compliant intent recognition.
FAQ
Answers to simple questions.
Real-time Synchronization
SO Agent & SO Callback synchronize in real time, with no double-bookings.
Routing
Conversational routing.
Callback Offer
Automatic integration of SO Callback.
FAQ
Frequently asked questions
We believe in human customer service. SO Agent is the perfect fallback for a smooth transition between AI and humans, by offering callbacks instead of long, frustrating hold times.
SO Agent and SO Callback can run 365 days a year, around the clock, on request. No sick days, no vacations — just 100% relief. Whether it’s spontaneous absences, higher volume during crisis situations, or the Monday peak: SO Agent & SO Callback always provide reliable relief.
BECOME A SERVICE HERO
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