Menu

Customer story · 1 min 14 sec

Overlay Voice AI to any existing solution

Watch Beckett and SimplyAI illustrate how Voice AI could support a council service call alongside existing telephony.

A 74-second illustrative council service call and phased Voice AI migration example.

English captions are available in the video player's caption controls. You can also read the transcript below or download the English captions (WebVTT).

What the video shows

A resident reports a missed bin. The example follows SimplyAI checking approved council guidance, asking questions and recording a service case through a back-office CRM connection. Routine reports are handled or exceptions routed to a specialist, with the case reference read back and the conversation context available for a handover.

The closing diagram shows a Voice AI overlay alongside existing telephony, with three migration stages: assess calls and dependencies, coexist by introducing AI in phases, and move when ready. The video labels this as illustrative architecture: the integration path depends on the existing estate. It does not identify a council or report measured deployment results.

Full video transcript

Spoken narration, with approximate section start times.

  1. At 0:00

    Imagine if you could do this simply, cost-effectively, and today.

  2. At 0:07

    A resident calls. “I'd like to report a missed bin.” SimplyAI understands the request and starts the conversation.

  3. At 0:15

    It checks the council's approved knowledge, including missed collection guidance and service rules, to ask the right questions.

  4. At 0:24

    With a connection to the council's back-office CRM, the request can be recorded as a new service case.

  5. At 0:32

    SimplyAI can triage what the caller needs, handling the routine report or routing exceptions to a specialist.

  6. At 0:40

    In this example, the case reference is read back to the caller. If a specialist takes over, they see what's already been discussed.

  7. At 0:49

    Whether your council uses Avaya, Mitel, Cisco, Genesys, 8x8 or a mix, the Voice AI overlay can be designed around the existing estate, with a phased, managed migration.

  8. At 1:03

    Contact Beckett Voice & Data on 0118 940 9000 to get your Voice AI journey moving.

Planning a voice transformation?

Explore Beckett's guidance on Microsoft Teams Voice and Voice AI, or talk to the team about your organisation's requirements.

Explore the Voice AI guideTalk to Beckett