Voice Agents
Telephone enquiries in natural language
Omnichannel Agents
AI solutions for CX across all channels
One concern, every channel, one continuous service. CreaLog connects voice, chat, messaging and digital touchpoints on a shared service logic – for seamless communication in both inbound and outbound channels..
The process stays. The channel adapts.
Customers choose whichever contact route suits their situation. Knowledge, rules and next steps should therefore not be built separately for each channel.
CreaLog brings voice, chat, messaging and further digital contact routes together into one service process.
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Voice, chat and messaging working together
Shared process foundation, channel-specific dialogue design.
Chat Agents
Website, app and service portal
Messaging Agents
Messenger, RCS, Microsoft Teams
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Making channel switching easy
A true omnichannel service lets customers switch channels without starting again from scratch: from phone to chat, from chat to callback, from self-service to a live agent.
From web chat straight into a call.
Not every enquiry can be resolved in chat.
Users can start a call directly from the web chat and reach the call centre straight away, or continue the dialogue with the voice AI agent with full context handover.
Inbound and outbound on the same basis.
Omnichannel AI agents can handle incoming enquiries and reach out to customers proactively.
Inbound
Understand enquiries, provide information, capture details, start processes or hand over in a targeted way.
Outbound
Inform via voice, e-mail, SMS or RCS, allow follow-up questions and offer a next step straight away.
Voice sounds different from chat.
CreaLog combines one shared service basis with channel-specific dialogue design.
VUI design covers conversation flow, pronunciation, voice, persona, waiting times, follow-up questions and handovers. With barge-in users can interrupt a voice agent and answer straight away.
CUI design optimises text dialogue for free input, options, images, documents and asynchronous communication.
Languages, dialects, voices and speaking styles are selected to suit the audience, channel and application.
Depending on the use case, the following technologies can be combined, for example:
AI models
OpenAI GPT · Microsoft Azure OpenAI · Google Gemini · Meta Llama · Mistral · Microsoft Phi
Speech-to-text
Microsoft Azure AI Speech · Speechmatics
Text-to-speech and voices
Microsoft Azure AI Speech · Cartesia · ElevenLabs · ReadSpeaker
Reporting a claim via multiple channels
Start via voice
The customer reports the claim by telephone; the AI agent identifies the issue and records the details.
Switch to messaging
The AI agent sends a link to upload photos and documents – without any disruption to the process.
Digital processing
The process continues in the backend system; the customer receives status updates via the appropriate channel.
Handover if required
If the case becomes complex, a member of staff takes over the case with full context.
What an omnichannel agent can do
Understand the enquiry
Recognises the customer's enquiry – whether it starts by phone, chat or messaging.
Keep the context
Details already captured, previous steps and customer data are retained across the channel change.
Use knowledge consistently
All channels draw on the same approved knowledge sources, rules and backend systems.
Carry out actions
Status enquiries, appointment bookings, data capture or process starts – across channels.
Choose the right channel
The agent changes or adds a channel depending on the task.
Hand over to people
For complex or sensitive enquiries the handover carries the full conversation context.
One platform for every contact route.
CreaLog separates the business service logic from the individual communication channel. Voice, chat, messaging and further touchpoints draw on one shared basis instead of every process being rebuilt per channel. This architecture makes channels interchangeable: new ones can be added or existing ones replaced without rebuilding knowledge, rules and integrations.
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