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    AI-powered ACD and IVR solution for customer service

    OwlVoice is a cloud-based, intelligent ACD and IVR solution. It automates phone conversations, understands customer inquiries in natural language, and seamlessly connects customers to the right service team or AI Agent.

    From voice conversation to case resolution, powered by AI.

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    AI-powered ACD and IVR solution
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    Made in Germany

    Developed by ThinkOwl in Germany for intelligent customer service and AI-powered voice automation. And backed by more than 30 years of expertise in AI, workflow automation, and customer service.

    Made in Germany

    Secure European infrastructure

    Hosted in secure German data centers in Frankfurt, OwlVoice combines role-based access controls, encryption, audit logs, and certified security standards to meet demanding security and compliance requirements.

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    Voice first – when telephony gets smart

    While the phone remains the most important service channel for many customers, it is also one of the most expensive. OwlVoice combines modern ACD and IVR functionality with AI-based speech recognition, intelligent dialogue management, and automated omnichannel routing. This ensures that calls are handled more efficiently and, when needed, seamlessly routed to employees or AI Agents with full context.

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    The benefits as bubbles in the image! The text can be removed here

    • Shorter wait times and greater availability
    • Automated handling of routine calls
    • Reduced workload for agents in day-to-day operations
    • Scalable telephony without infrastructure costs
    • High security and compliance standards

    Overview of key features

    ai-powered ivr

    AI-Powered IVR and Dialogue Management


    • Customers can type freely where traditional button selection is optional
    • OwlVoice understands the context of the conversation throughout the entire dialogue
    • OwlVoice leverages corporate knowledge and connected systems in real time
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    Intelligent ACD and Routing Engine


    • Routes calls based on the nature of the inquiry and the employees’ areas of expertise
    • Takes customer history and the current call context into account
    • Makes routing decisions automatically and transparently
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    Waiting Lists and Callback Options


    • Prioritize calls based on service levels and business rules
    • Callback instead of being placed on hold, at the customer’s request
    • Customized announcements, voices, languages, and hold music for each service area
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    Agent Desktop and Supervisor Features


    • Browser-based softphone with live call transcription
    • Real-time support through AI suggestions and call context
    • Live coaching for agents/employees during ongoing calls
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    Recording, Consent, and Quality


    • Call recording only after documented consent
    • Automatic detection and protection of sensitive personal data
    • AI-powered analysis and evaluation of service quality
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    Omnichannel and Handoffs


    • Seamless transfer to chat, email, or a service ticket
    • Complete conversation history is preserved
    • No need to re-explain the issue when switching channels

    Features in detail

    Smart telephony capabilities, along with bot and agent orchestration, make OwlVoice an integral part of the ThinkOwl AI platform.

    Cloud softphone and AI-based routing

    OwlVoice combines browser-based telephony with AI-powered routing. Calls are automatically routed based on context, location, and availability, ensuring every caller reaches the right employee or AI Agent without unnecessary transfers.

    This enables efficient, scalable service processes without the need for local infrastructure.

    Cloud Softphone and AI-Based Routing

    Smart IVR and AI Concierge

    Smart IVR and AI Concierge

    Instead of traditional IVR menus, the AI Concierge understands natural language and immediately identifies the customer’s request. Of course, we also offer traditional IVR menus as an option. Requests are prioritized and forwarded to a bot or service representative with rich contextual information.

    This reduces wait times and significantly improves the first-call resolution rate.

    Seamless AI and human orchestration

    OwlVoice integrates bots and agents into an end-to-end process without any disruption. Handoffs occur in both directions — from bot to service agent and from service agent to bot. The bot helps the agent in real time during customer interactions, for example, by providing a real-time conversation guide. This creates a continuous, flexible interaction between the agent and the bot.

    The result: a hybrid service model combining automation and human expertise.

    Seamless Bot and Agent Orchestration

     

    AI-Based Routing with Escalation Logic

    AI-based routing with escalation logic

    Routing takes into account not only availability but also rules, fallbacks, and escalation paths. Even under high load, service processes remain manageable and stable. Complex scenarios such as overflows or prioritization are automatically handled.

    This keeps service running smoothly, even during peak demand.

    Live dashboards and real-time management

    All relevant KPIs for queues and agents are available in real time. Service managers can intervene in the queue immediately and adjust processes as needed.

    This creates transparency and control in day-to-day operations.

    Live Dashboards and Real-Time Management

    Customized Voice Experiences for Every Queue

    Customized voice experiences for every queue

    Create the right customer experience for every service team with customized voices, languages, announcements, hold music, callback options, and wait-time settings. Each queue can be configured independently to match specific customer needs, use cases, and business processes.

    Calls can be recorded after the caller has provided consent. The collection and documentation of consent is supported directly within the system.

    Experience the difference with OwlVoice

    Automate calls, reduce the workload on your agents, and improve service quality — with AI-powered ACD and IVR.

    Request a free demo

    You can count on high security standards and seamless integration

    Security and Data Protection

    Security, compliance, and data protection

    OwlVoice is designed for use in security-sensitive and regulated business environments. Role-based access controls, Single Sign-On (SSO), audit logs, and encrypted data transmission and storage help organizations meet strict security and compliance requirements.

    The platform is operated in European data centers. Organizations retain control over their data and can implement data retention and deletion policies in accordance with their internal requirements. Regular penetration testing and certified security standards provide a reliable foundation for the professional use of AI-powered voice and customer service automation.

    Seamless integration

    OwlVoice is fully integrated into the ThinkOwl AI platform and can be connected to:

    • CRM and ticketing systems (e.g., OwlDesk)
    • Line-of-business applications and APIs
    • Knowledge bases and automation

    This creates end-to-end voice-to-process workflows.

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    Who is OwlVoice designed for?

    contact center and customer service


    Contact Center and Customer Service

    ✔ High call volume
    ✔ Standardized inquiries
    ✔ Focus on availability and quality

     

    enterprises


    Enterprise Companies

    ✔ Multi-tenant capability
    ✔ High security and governance requirements
    ✔ Integration with existing systems

    IT and digital transformation teams


    IT and Digital Transformation Teams

    ✔ Cloud-native architecture
    ✔ APIs and Integrations
    ✔ Centralized Control and Monitoring

    OwlVoice is the voice solution within the ThinkOwl AI platform

    OwlVoice, OwlDesk, and OwlForce — how do they fit together?

    OwlVoice automates and manages phone calls, OwlDesk provides the “Human-in-the-Loop” support for employees, and OwlForce delivers autonomous AI agents for full automation. This allows voice dialogues to be supported, partially or fully automated, while maintaining clear handoffs and full control.

    Seamless handling of incoming calls Channel switching

    Seamless handling of incoming calls

    A phone call is often just the starting point of a complex business process. With OwlVoice, all relevant information — call content, transcripts, identified issues, and context — is automatically transferred to OwlDesk.

    There, service teams can efficiently continue the follow-up, clarification, and implementation of complex business processes.

    Seamless handling of incoming calls
    Ideal for: Service centers, call centers, back offices

    Fully automated calls and channel switching

    For standardized inquiries and clearly defined processes, OwlVoice can be operated fully automatically. In this case, autonomous AI agents from OwlForce handle the entire call process from the greeting to the conclusion.

    The AI agents understand inquiries, conduct dialogs, make decisions, and can actively switch channels when a process requires it. For example, documents, signatures, or proof of identity can be collected automatically without human intervention.

    Channel switching
    Ideal for: Service centers, call centers, back offices

    Seamless Call Handling in OwlDesk

    From a call to a complete business process


    >>> View cases and processes in OwlDesk

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    A phone call is often just the starting point of a complex business process. With OwlVoice, all relevant information—call content, transcription, identified issues, and context—is automatically transferred to OwlDesk.

    There, service teams can efficiently continue the follow-up, clarification, and implementation of complex business processes. Inquiries are created in a structured format as tickets or cases, enriched with data, and routed to the appropriate departments or workflows. This allows even multi-step, complex, or regulated processes to be reliably mapped.

    Examples of complex processes in OwlDesk:

    • Contract and Change Management Processes
    • Claims or Complaint Handling
    • Identity and document verification
    • Internal coordination and approvals


    OwlDesk ensures that people remain involved at all times and that decisions are made transparently.

    AI agents handle calls automatically

    Fully automated calls & channel switching with OwlForce


    >>> View the OwlVoice automated process via KIBot/OwlForce


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    For standardized inquiries and clearly defined processes, OwlVoice can be operated fully automatically. In this case, autonomous AI agents from OwlForce handle the entire call process —from the greeting to the conclusion.

    The AI agents understand inquiries, conduct dialogs, make decisions, and can actively switch channels when a process requires it. For example, documents, signatures, or proof of identity can be collected automatically—without human intervention.

    Typical automated scenarios with OwlForce:

    • Collecting digital signatures via text message or email
    • Requesting and verifying copies of IDs or documents
    • Continuing the process via chat or web form
    • Complete end-to-end processing without agents

    If an issue becomes more complex or requires personal clarification, it is seamlessly transferred to employees via OwlDesk—including the full conversation and process context.

    Feel the difference with ThinkOwl

    AI is the norm. Innovation is the advantage. ThinkOwl turns both into real results!

    ThinkOwl combines 25 years of AI expertise with a secure low-code platform that delivers real value in no time. Designed for mid-sized companies and large corporations, it enables end-to-end automation while ensuring maximum data sovereignty.

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    AI Voice Assistant

    Unlock the full potential of AI-powered telephony

    Automate calls, reduce the workload on your agents, and improve service quality with AI-powered ACD and IVR.
    Book a demo