SMEs: Relieve the burden on switchboard & IT support or outbound telephony - without a long project
heronOS provides digital AI specialists who reliably take over, structure and handle calls and support requests - with a clean handover to your team.
- Top start cases: Telephone switchboard (inbound) & IT first level support, outbound telephony for customer activation or scheduling.
- Availability: "We always answer" - 24/7 and peak-stable
- Telephony can be used immediately: incl. phone number, telephone system connection optional
- Controllable: transcripts, KPIs, logs, defined handovers (human-in-the-loop)
Fewer bottlenecks, better accessibility,
more stable quality
In SMEs, accessibility and speed are decisive for customer satisfaction - while resources are scarce. Digital specialists take on standard issues, document them clearly and pass on complex matters in a structured manner.
- Fewer lost calls and fewer "Please call again later" calls
- Relief for IT and the office thanks to clear initial processing
- Standard cases are processed at the end of the case - special cases are handed over cleanly
"ANNA" - Digital telephone exchange:
First answer, routing, callback - 24/7
The digital specialist answers calls, recognizes concerns, answers approved FAQs and routes them on in a targeted manner. This keeps your team reachable - without additional shifts.
Typical tasks:
- Answering calls, clarifying concerns, queries (data/context)
- Routing according to rules (team, location, topic, priority)
- Callback requests, making appointments/contacts (depending on setup)
- Handover to employees incl. summary
Example question: "I would like to see Mr./Mrs. X - who is responsible?"
"TIM" - IT First Level:
Self-service, ticket creation, escalation to 2nd level
The digital specialist recognizes standard problems, guides you step by step through solutions and creates tickets if necessary - structured and documented.
Typical tasks:
- Initial diagnosis (e.g. account, VPN, Outlook, printer - depending on the use case)
- Self-service instructions and checklists
- Create/update, classify, prioritize tickets (depending on the system)
- Handover to 2nd level incl. summary/log
Example question: "My VPN is not working - what can I do?"
KPIs that count in the SME sector
- Lost calls / availability (calls are answered, peaks are cushioned)
- Containment / automation rate (proportion without human handling)
- Case closures (how many concerns/tickets are fully resolved)
Typical blockers in SMEs - solved pragmatically
- Integration effort / too little IT time: start with phone number & clearly limited scope
- Step-by-step integrations.
- Desire for perfection instead of doing: 14-day real operation test, KPI-based optimization.
Integrations that are often suitable for SMEs
The specific scope (read/write/workflows) depends on the target system - we clarify this in the demo.
Telephony/UC (excerpt):
- Swyx
- O2
- Telekom CloudPBX
ERP/Shop:
- Magento
- Shopware
- Shopify
Ticketing/CRM (excerpt):
- HubSpot
- Autotask
- Tass
Microsoft 365:
- Calendar
Start in 3 steps
- 30-minute demo
- Use Case
- Channels
- Volume
- Systems
- Objective
- Delivery usually within 48 hours:
- Pre-trained specialist
- Onboarding knowledge setup (guide/video)
- 14-day free trial (can be canceled): then scaling in the annual model
Telephony can be used immediately - including phone number
We supply a telephone number for telephone use cases.
A connection to your telephone system is optional and can be made later.
Controllable & auditable - without AI black box
- GDPR-compliant operation, tenant-separated (DE/EU operation)
- Transcripts, logs, reporting
- Human-in-the-loop: defined handovers to employees
- Pre-defined tasks and processes
- No prompting necessary
- You only hand over your knowledge base
- Intuitive onboarding via the heronOS platform, no project setting, almost no IT required
Frequently asked questions
What if callers really want a human being?
No problem. The specialist can hand over to your team according to the rules (forwarding/ticket) - including context and summary.
Do we need to convert our telephone system?
No. You can start immediately with a provided phone number. A system connection via SIP extension is optional.
How fast are we productive?
As a rule, we deliver a startable setup within 48 hours. Integration and scope depend on the system scope. You will have the switchboard up and running within a few days.
Ready to test your first digital specialist?
30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).