In the morning, a number with no name is left
In the PBX log there is an unknown number and zero seconds of conversation. Whether it was a client, spam or a courier, you will not know. That is how calls burn at the peak after an ad, at lunch, at night, while you are at a meeting.
The agent closes these gaps: it takes the incoming call, and the CRM records the touch. Whether to return to the caller is your decision.
Когда at peak time everyone is busy and there is another client on the line, я хочу to know the call was answered and recorded, and to see in the history who called and whom to call back, чтобы not to guess in the evening how many calls went to the next business in the results.
How many calls go to the next business in the results
Как связано с вашей задачейAn English medical service, not business and not Kazakhstan. The mechanism transfers: a person waits and hangs up. Your share is your own, and the PBX log will show it.
Как связано с вашей задачейA survey about customer service in general and a chat assistant, not a voice agent on incoming calls. Gartner's conclusion transfers: the phone remains the main channel, and AI is needed as a complement, with a handoff to a person.
There is no open data on the share of unanswered incoming calls for businesses in Kazakhstan: the Bureau of National Statistics publishes the number of subscribers, not calls to companies. We do not use blog figures without an open methodology. Your one source is the PBX log.
‘I personally hang up. Anything a robot can say can be sent by letter or SMS.’ And the opposite: ‘when I call and there is a robot that is ready to route me to the right department… I have nothing against that.’ The first is about calls a robot makes itself, the second about incoming. The agent takes incoming only.
Take the PBX log for a week and put in your own numbers.
How many calls and how much money are lost while the line is busy
Как считаем: calls per day × share unanswered × working days × share who do not call back × share who pay × value. Допущение: every missed call would have been answered, and you take the shares from your own data; the default figures are illustrative. Это арифметика по вашим числам, а не обещание результата.
What if it tells the client something silly?
The decision does not hinge on price, but on what if it answers out of place and we call back anyway.
A call landed on a busy line or into silence after seven. Who calls back, and whether anyone does, depends on memory, and the client has already dialed the next number.
The call is taken at once, the gist is recorded, and the recording and transcript sit in the card. The history shows who is due a callback.
The agent will not understand, will go silent on the line, or will not let the caller reach a person, like a bank robot. Plus the call recording and the client's personal data.
A PBX log, an answering machine, an administrator who somehow keeps up, and callbacks down the missed-call list by hand.
The boundaries answer the anxiety: the call goes to a person at the client’s request, the agent sees only what is allowed in the CRM, and every conversation can be listened to. A trial run answers the habit: listen to the recordings from the first days and decide whether to keep it.
One call from ring to card
How a single call goes through
- ВходящееThe call is taken
The PBX hands the call to the agent over SIP on busy or no answer (depends on the PBX). The voice gateway on a real-time model works out what the client needs and follows your instructions, or transfers the call to a specialist.
- УчётThe call is recorded
A card appears in the Calls journal: numbers, time, status, outcome, recording, transcript. It is linked to the client, the owner and the deal.
- Повторное касаниеA return to the caller
A missed call stays in the journal with a status. The owner sees whom to call back and returns on their own; a callback task can be set in the task tracker. There is no list dialing.
- ИтогThe outcome in the history
A manager sees what the client said and what the agent did, without manual collection. The person's history sits in one place.
Calling back whoever called you first
A missed call is not a reason for a dialing campaign. It is a reason to return to someone who dialed your number themselves.
Как связано с вашей задачейUS ophthalmology, a portal message, not a call and not your business. The mechanism transfers: a quick service touch inside a started booking brings some of the lost back. There is no such figure for a callback after a missed call.
Как связано с вашей задачейA review, not a measurement for your industry, and more than 10 years old. The idea transfers: a caller already came to you, and acquisition cost you more than anything.
A call as a record, not an administrator’s memory
Как связано с вашей задачейLarge organizations and AI in general, not voice agents and not small business. The idea transfers: AI is only as useful as the order in your records. The Aitomaton agent writes into the same tables your team works in.
Как связано с вашей задачейAn estimate for large organizations, older than 2024, not for small business. The direction transfers: scattered records cost a lot, and yours begin with every call.
We found no Bureau of National Statistics data on how many companies in Kazakhstan keep track of requests in a CRM.
How the figures connect to your task
- ЦифраIncoming flow. ≈18% of NHS 111 calls end before an answerЧто это значит для васA person did not wait and hung up. For you this is Missed, with no visible reason.Что отвечает в аитоматонThe agent answers when everyone is busy, the line is overloaded or the office is closed. In the journal: number, time, duration, status.ЦенностьYou see who called and when. Your journal will show your loss share.
- ЦифраIncoming flow. 35% are ready for a GenAI assistantЧто это значит для васA hard question needs a person. AI instead of people puts callers off.Что отвечает в аитоматонA transfer to a specialist with the name and gist of the request; the recording and transcript in the card.ЦенностьWhoever asks for a person gets one, and you hear the whole conversation.
- ЦифраFollow-up. 22.2% versus 11.6% returned after a quick messageЧто это значит для васA quick touch after a miss brings some people back. For you this is a callback to whoever was left unanswered.Что отвечает в аитоматонA missed call stays in the journal with a status; a person sets the callback task.ЦенностьYou know whom to call back. Your result will be your own.
- ЦифраFollow-up. Keeping costs 5-25 times less than acquiringЧто это значит для васA caller is already interested. Losing them to ringing means paying for acquisition twice.Что отвечает в аитоматонThe call history with a person sits in their card next to the deal.ЦенностьYou return to the caller with context, not from scratch.
- ЦифраRecord-keeping. 63% lack data practices for AIЧто это значит для васAI is useful where records are in order. Unrecorded calls will not help the agent.Что отвечает в аитоматонThe Calls journal: statuses, recording, transcript, links to the client and the deal; rights as for the call itself.ЦенностьA call becomes a record in the system, not an administrator's memory.
- ЦифраRecord-keeping. Poor data quality costs 12.9 million dollars a yearЧто это значит для васIncomplete records are expensive. For you these are calls that one person knows about.Что отвечает в аитоматонEvery action of the agent is saved as an event: tool, parameters, service response.ЦенностьA manager checks what the client said and what the agent did, without manual collection.
What the agent does with a call
The first contact is the agent’s. Judgement, agreement and a warm word stay with a person. There are three outcomes of a call.
Answered the call
The agent works out what the client needs and follows the agreed instructions: greeting, services, what can be promised and what cannot. A card with a status and an outcome stays in the CRM.
Booked
The client wants to book or leave a request, and the agent creates a record in the right CRM table within the rights of its key. The audio and transcript sit in the card: people listen and read them rather than retelling from memory.
Transferred to a person
The question is not for the agent, and the call goes to a specialist with the client’s name and the gist of the request. If there is nobody to transfer to, a card with the recording and transcript remains, and the callback is up to you.
What is in the call card
| Field | What it holds |
|---|---|
| Numbers and time | Who called, to which number, start, answer, end, duration |
| Status and outcome | Answered, Missed, Error and the completion code from the PBX |
| Recording and transcript | Audio with a player and download, the conversation text; the same rights as for the call |
| Links | Client, owner, deal |
| Transfers | A nested transfer card with its own recording and transcript |
| Agent events | Which tools the agent called and what it got back |
The recording and transcript come from the integration scenario. If recognition did not respond, the call and audio remain, and the error is visible in the scenario.
How is this different from the alternatives
| Option | Where the boundary is |
|---|---|
| Smart IVR and answering robots | Good for routine questions; an unusual conversation hits the limits of the script |
| Voice agent builders (Vapi) | Flexibility and your own development: you assemble telephony, logic and CRM yourself |
| CRM with a voice bot (CrmAI.kz) | The closest in idea; compare by rights, call history and escalation |
| Voice in Aitomaton | Incoming calls inside the CRM with rights, history and handoff to a person |
Our difference: the agent works where your clients, deals and tasks live. The same in messengers: AI agent in chats. Calls and chats with a client are gathered in one window.
A secretary for incoming calls, not an outbound dialer
We have no robocalls or cold calls. The agent answers those who called you first and handles service calls on an existing relationship.
What the texts on Әділет say about automatic and advertising calls:
- Law ‘On Communications’. Generated automatic calls are the automated establishment of more than ten connections per minute; operators are prohibited from passing such calls with recorded voice messages, except in cases provided by contract. A rule for operators.
- Rules for the provision of communication services (order No. 171, p. 65). Advertising messages over cellular networks are allowed on the subscriber’s application, in writing or through an automatic system with biometric identification; an opt-out is filed the same way. Chapter 3 describes how operators identify fraudulent calls, including through GSM gateways (SIM boxes).
- Law ‘On Advertising’. There is no equivalent rule on a subscriber’s consent to an advertising call in the full text; Article 13 prohibits bookmaker advertising on subscriber cellular devices.
- Law No. 94-V on personal data. A client’s voice and number in a call recording are personal data.
We read these texts as a product, not as lawyers. How the law applies to your case is decided by a lawyer. For the incoming mode, check the wording of the recording notice and the retention period with them.
What exists today and what does not
Working today: the agent takes and transfers calls, and Calls in the CRM keeps the journal, recording, transcript and links. The menu item opens when the module is enabled in your company.
How to start
- Count the lossesCalls without an answer for a week from the PBX log, into the calculator above.
- Define the scenario and rightsWhat the agent does itself, when it must hand over to a person, which tables it reads and which it writes to.
- Connect the telephonyAgree when your PBX hands a call to the agent.
- Test on live callsListen to the recordings from the first days, adjust the instructions and the handoff threshold.
You can start with 3 days of free access or book a demo: we will go through your PBX and scenario.
The only case: Avtodom
After implementing the voice AI agent, missed calls on incoming enquiries were 0. This is customer data; the result depends on your telephony and scenario, and we do not promise the same to everyone. More: CRM for a car dealer and the task tracker for callbacks.
The agent’s rights are limited by its access key, and discounts, exceptions and claims stay with a member of staff.