UK-owned and in-house-developed wholesale telecoms provider moves beyond bolted-on AI by integrating directly into its core telephony platform. Thus helping businesses handle more calls intelligently, respond to customers faster, and deliver a more personalised and intuitive caller experience.
NTA introduces AgenteX, its AI receptionist, built directly into the telephone system, with visibility of live call activity, access to business knowledge, and the ability to draw on previous conversations to make more informed decisions when handling inbound calls.
Unlike standalone AI solutions that operate outside the telephone platform, NTA’s embedded architecture gives its agents access to real-time information about who is available, on a call, or set to Do Not Disturb (DND). Having this knowledge then enables the AI receptionist to handle the call accordingly, and if the person is available, the call will be transferred via an announced attended transfer, allowing users to accept or refuse the call, much like a human receptionist.
This deeper integration is designed to make AI receptionists more than simply automated answering services. By understanding what is happening within the business, they can respond more intelligently to callers and make better decisions about how calls should be handled.
Dynamic call intelligence
A key part of NTA’s approach is what the company calls Dynamic Call Intelligence.
A key part of NTA’s approach is what the company calls Dynamic Call Intelligence.
AgenteX can access call history and call transcripts, allowing it to take previous conversations into account when dealing with new inbound calls. This provides the potential for a receptionist to understand the context of an earlier enquiry, rather than treating every call as an isolated interaction.
The platform also collects new data from customers’ websites every 12 hours, helping to keep the agent’s knowledge base current and improve its understanding of the organisation, its services and the information callers are likely to need.
By bringing together live telephony information, historical call data, transcripts and regularly refreshed website content, NTA aims to deliver AI agents that are better informed and more agile in real-world business environments.
By bringing together live telephony information, historical call data, transcripts and regularly refreshed website content, NTA aims to deliver AI agents that are better informed and more agile in real-world business environments.
Moving beyond AI for AI’s sake
Paul White (Managing Director) at NTA believes the difference lies in how AI is integrated into the platform, rather than simply in the presence of its features.
Paul White (Managing Director) at NTA believes the difference lies in how AI is integrated into the platform, rather than simply in the presence of its features.
“There are plenty of providers putting AI agents in front of their telephone systems, effectively creating a separate solution that has to work alongside the telephony platform. We have taken a different route and embedded the AI directly into the core.”
“The difference is insane. It really is chalk and cheese when you look at the agility and performance you can achieve when the AI agents understand what’s happening inside the telephone system. We want to deliver services that are genuinely useful to our channel partners and their end users, not just add a few AI features so we can say we have AI.”
White acknowledges that development is ongoing but believes that the combination of embedded AI and dynamic call intelligence creates significant opportunities in the months ahead.
“Over the coming weeks and months, we will be bringing some really impressive new services to market, building on our AI and call intelligence capabilities.”
Ultimately, embedding AI at the core of the platform opens up new possibilities, allowing NTA to develop technology that works harder for businesses and delivers solutions people will actually find useful.
Try the AgenteX receptionist for yourself
NTA is inviting the UK telecoms channel to experience its AI receptionist first-hand.
Call 01708 320001 and ask for Paul, Steve, Cliff, or Sales to see how the AI receptionist handles the request.
NTA is inviting the UK telecoms channel to experience its AI receptionist first-hand.
Call 01708 320001 and ask for Paul, Steve, Cliff, or Sales to see how the AI receptionist handles the request.
For those who want to put it to the test, callers can also ask how to configure a specific feature on NTA’s telephone platform, such as a Hunt Group, and see how the receptionist responds.
Rather than simply talking about what AI might be able to do, NTA is for everyone to experience the difference for themselves.
Rather than simply talking about what AI might be able to do, NTA is for everyone to experience the difference for themselves.
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