Our new AI agent is now entering the beta phase. Pia speaks directly with callers, understands their concerns, and handles tasks that were previously often managed through IVRs, keypresses, or complex call flows. This helps callers reach the right person faster and ensures your team has key information before the call even begins. There are no costs during the beta phase.

Located under: Call Distribution → AI Agents → Add

Configuration via Text Prompt

You describe the behavior in natural language. A template is provided to help you get started quickly. Pia is an interactive agent: instead of a one-time message, she can handle multi-step follow-up questions and conversation flows of any complexity.

Inline-Tools via Slash-Command

With / in the prompt, you incorporate actual actions instead of just describing them in text:

• Forward to a team (e.g., Support, Sales)
• Request a value and save it in a label (e.g., customer number, issue, ...)

The recorded labels are available to the employee during the transferred call. No one has to ask for the customer number a second time.

Call Result Label

Upon request, Pia records the outcome of the call—call transferred, caller hung up, service unavailable. This label can be used in call distribution for follow-up actions and analysis.

Model, Voice, and Hosting

You can choose the model and voice, and we clearly disclose the hosting details. The models are hosted at Microsoft’s EU data center—the basis for our ISO certification, GDPR compliance, and our audit reports.

Recommendation: Start with the Mini model. It’s sufficient for standard use cases like call routing. For more complex workflows, it’s worth testing the larger models. That’s exactly why we’re interested in your feedback.

Limit the number of simultaneous conversations

Pia can handle as many concurrent calls as there are CUs, with no limit. Important: Pia does not use up any licenses in the process—the CUs simply serve as a cap. We still recommend setting a limit (e.g., 3 concurrent calls) to prevent unnecessary minutes from accumulating during peak call volumes. A budget limit will also be introduced with the release.

Billing

Pia is free throughout the entire beta period. When you create an account, you’ll see a note about future billing—after the release, you’ll be billed by the minute based on your actual usage.

We'll explain in more detail how Pia works

In the introductory video, we walk you through the setup step by step and show you how we use Pia ourselves at our headquarters.

Feedback

We're collecting feedback in the forum. Just leave a comment on this post. We're looking forward to hearing from you.