What AI features are available in bOnline's telephony services?
bOnline's cloud VoIP phone system includes AI features that answer calls, record and transcribe them, and score them. The main ones are the AI Receptionist, AI Call Recording and AI Call Scoring. They are available now.
AI Receptionist
The AI Receptionist answers your calls from the first ring, 24 hours a day, 7 days a week. It is trained on your business, so it sounds like your brand.
Answers questions and takes messages: it handles common questions (such as opening hours) using your website, documents and FAQs, and takes messages.
Books appointments: it can book appointments and connect to your Google Calendar or Microsoft (365 / Outlook / Exchange) calendar.
Captures leads: it collects the caller's name, contact details and reason for calling, then sends them to you for a callback.
Smart call routing: it can transfer callers to the right person or team, send them to voicemail, or take a detailed message. Callers who ask for a human or have a complex question are escalated.
Custom voice and tone: choose Calm & professional, Warm & friendly, or Short & efficient, and name your receptionist (for example "Emma").
Languages: bOnline's website says it can answer in over 25 languages.
Call history and analytics: see every call, transcript and outcome, plus missed questions and booking stats, in MYbOnline.
Data protection: UK data hosting, with a GDPR focus and end-to-end encryption.
How it works with your phone system: the AI Receptionist has its own phone number and does not take over your main line. You can also add it to your call flows so it answers when nobody picks up, answers every call, or answers out of hours.
Getting it: you can add the AI Receptionist to any bOnline plan. It is also included in the AI Hero plan. It is free to try when you sign up at my.bonline.com, with no card and no commitment. Trial accounts can create and use one AI Receptionist. See the bOnline website for current prices.
Setting it up: in MYbOnline, go to Users & Devices and click Create AI Receptionist. Setup takes under 5 minutes, in five steps: Create, Train, Guide, Voice and Connect.
Guides: How to Set Up and Use the AI Receptionist in mybOnline, Creating and Managing bOnline’s AI Receptionist and How the AI Receptionist Notifies You About New Leads.
AI Call Recording and transcription
AI Call Recording is an add-on that automatically records every call, transcribes it, summarises it, and lets you play back and search calls by keyword. Your first month is free, then it's £8 per user/month (1 year of storage) or £11 per user/month (7 years of storage), plus VAT. Turn it on in MYbOnline under Phone settings > Account add-ons, and find your recordings in Call history. Once it's turned on, it can't be removed in the portal, so chat to our team to remove it.
Guides: How to Set Up AI Call Recording and Using AI Call Recording: Find, Play and Manage Your Calls.
AI Call Scoring and Call Insights
With AI Call Recording turned on, the AI also analyses the tone, pace and sentiment of each call and rates it Happy, Neutral or Unhappy. You can use this to coach staff, spot customer or staff issues quickly, and improve service and sales. You view the scores in your call history.
Which AI feature do I need?
To make sure every call is answered, including out of hours: the AI Receptionist.
To keep a searchable record of calls: AI Call Recording.
To check call quality and customer sentiment: AI Call Scoring, which comes with AI Call Recording.