Switchboard
An AI agent on your phone line that finds the caller's case, checks it's them, and updates it while they're still talking. It drafts your email replies for your team to approve, and it answers texts. When a caller wants a person, it puts them through.
They can tell you your order status. They can't change it. They can explain your policy. They can't file a claim. Switchboard is different.
While the caller is on the line
Channels
The phone is where it does most. Email and texts use the same SwiftCase tools. Web chat and WhatsApp are on the way.
How It Works
Mid-call it finds the caller's case, checks it's really them, reads where things stand and changes what needs changing. It can open a new case too. Those are the five things it can do in SwiftCase, and you choose which ones each agent gets.
Each change it makes goes through SwiftCase's API and is logged on the case, so your team can see what it changed and when. Calls end with an outcome and a short summary, and if you want them, a recording and the transcript by email.
You write what each agent is for, what it may do and what it must never say. It sticks to them, and it can only use the tools you've given it.
When a caller asks for a person, or the call goes beyond what you've told it to handle, it transfers them to the number you've set. It's a straight transfer, and the call's summary can be emailed to the team when it ends.
Use Cases
A vehicle damage assessor using it for three jobs that used to tie up its desk.
The calls that come in after the office shuts are answered, the case is found and updated, and the morning starts with it done.
It rings the bodyshop, gets through the phone menu, asks where the repair is up to and writes the answer on the case.
It explains the value the engineer has set and the evidence behind it, and answers questions about it. It never haggles.
Why Switchboard
It isn't a bolt-on with its own database. It reads and writes the same SwiftCase cases your team works on, through the same API anything else would use.
A chatbot reads out the FAQs. This finds the case, checks the caller, updates the details and opens new cases while the caller is still on the line.
Laird Assessors runs its out-of-hours calls, bodyshop chasing and total-loss conversations through it.
Nobody gets stuck in a loop with a machine. Ask for a person and it puts you through to the team.
Checks before it reads, and a record of what it changed.
What it's for, what it may do and what it must never say
A second, different detail must match before it reads or changes a case
Each change logged on the case; calls recorded if you choose
If one speech recognition service fails mid-call, it switches to another
When it's wrong
An agent that answers at two in the morning has to know when to stop. Switchboard says how sure it is about an email, puts callers through when they want a person, and leaves a record either way.
On email it drafts the reply and scores how sure it is. The unsure ones become a review for a person, so they know which to read closely. Nothing goes out until someone approves it.
On the phone, when a caller asks for a person or the call goes beyond what it's allowed to handle, it transfers them to your team, and the summary can follow by email.
Your rules set what it can and can't say for regulated work. Each change it makes is logged on the case and calls can be recorded, so what the agent did is as checkable as what a person did.
Everything you need to know about putting AI agents on your channels.
Watch a demo call: an agent taking a first notification of loss from start to finish, and opening the claim while the caller talks.
