You can hand it to a call center, but also to an AI agent. It answers phone, website chat and WhatsApp 24/7 and hands over to your team as soon as a person is needed.
Incoming call
01:12Transferring to your team
What the AI tells your colleague
“I have a customer for you about an unknown amount on the latest invoice. I already have the customer number and invoice number.”
Warm transfer
Whether you are growing, want longer opening hours or are reviewing your call center contract: there are roughly three ways to organize customer contact. With high volume, a combination usually works best.
Employees who know your customers and your products inside out.
An external partner with trained agents who answer on your behalf.
Software that answers by itself, from your own website, documents and FAQs.
Usually the best choice at high volume
The AI handles the predictable questions. Your team or call center takes what needs judgment.
The rule of thumb: give AI what is predictable and has a fixed answer. Keep with people whatever needs judgment, empathy or an exception.
You don't hand your customers over blindly. This is how you keep track of what the AI says.
How to approach this step by step is in the guide how to automate customer service.
One AI agent serves every channel from the same knowledge and in more than 50 languages, so your customer gets the same answer everywhere. Email is in a closed beta, and you can connect Instagram and LinkedIn too.
Incoming call
00:42Appointment moved
The AI picks up by itself, even at busy times and after hours, and handles several calls at once. You keep your own number. Read more about AI phone answering, or about the AI answering service if you mainly want every call picked up.
Chat with us
Online
Are you open on Saturday too?
Yes, Saturday from 10:00 to 16:00. Shall I book an appointment for you?
Appointment booked
Instead of outsourcing live chat, an AI chatbot answers straight on your website, from your own information. In the conversation it can show a form or choice buttons. Live in about 30 minutes.
Customer service
online
Where is my order? Order number 2041709:14
Your parcel is on its way and will be delivered tomorrow between 13:00 and 15:00.09:14
Order status looked up
On your own WhatsApp number, a WhatsApp agent answers messages day and night and hands over to a colleague when needed.
Questions about delivery, returns and stock come in waves, around sales and holidays. Read how online stores handle those peaks without hiring temporary staff.
A call center or contact center usually charges per hour or per contact, often with a minimum volume and an onboarding period for the agents.
An AI agent works with a fixed monthly plan, so you know in advance where you stand. At Heyloha, 1 credit is 1 call minute or 1 complete chat, and all channels are included. Nights and weekends cost nothing extra. When your plan runs out, the AI pauses new conversations, unless you switch on automatic extra credits. Or you move to a bigger plan.
Whether AI is cheaper than outsourcing depends on your volume and the kind of questions: the more predictable questions, the more the AI absorbs. Work it out with the example below or read what customer service costs.
Worked example
Your call center currently takes 3,000 evening and peak-time calls a month, averaging 3 minutes each.
3,000 × 3 minutes = 9,000 call minutes a month
That is more than the largest plan of 2,500 credits, so it becomes a custom bundle with volume pricing. Without a discount it is at most €2,679 a month excl. VAT: Heyloha 2.500 (€599) plus 6,500 extra credits at €0.32. A custom bundle comes in lower, and you get the exact price in the demo. Set that against the hourly or per-contact rate in your current contract.
Every credit = 1 complete chat conversation, or 1 call minute. Credits reset each month. Prices excl. VAT.
More than 2,500 conversations or call minutes a month?
Then we put together a custom bundle, with volume pricing. In a short call we also look at how the handover to your team or call center works best.
NEXXT GYMFitness & EMS trainingNEXXT GYM replaced the phone customer service of all 11 locations with AI. Customers get an answer 24/7 by phone, web chat and WhatsApp.
24/7available, across 11 locations
Read the NEXXT GYM story
Van der Linden MakelaardijReal estateAI assistant Noa handles first customer contact for five branches, day and night. The estate agents keep their time for advice.
675conversations a month, around 56 hours saved
Read the Van der Linden Makelaardij story
Mojo ConcertsEvents & festivalsAI colleague Sterre answered the practical questions of 65,000 festival visitors, late in the evening too.
32 hourssaved and 70% fewer repeat questions
Read the Mojo Concerts storyYou can start yourself or have it set up for you. Either way there is nothing to rebuild: you forward your number and add the chat to your website.
Start a 14-day free trial, let the AI read your website and take a channel live. The phone is live within an hour, the website chat in about 30 minutes. See the plans.
High volume, several departments or a call center that stays involved? Then we set up the AI agent for you, with the knowledge source, handover rules and integrations. Read more about a custom AI assistant.
That depends on your volume and the kind of questions. A call center usually charges per hour or per contact. An AI agent works with a fixed monthly plan: predictable every month, with no evening or weekend surcharge. If a large share of your customer contact is predictable questions, the AI absorbs a lot within a predictable monthly amount. Questions that need judgment remain work for people. Work out your own situation with the ROI calculator.
If most of your conversations need judgment, negotiation or a lot of empathy, such as complicated complaints, you need people. An inbound call center provides that capacity. Even then, AI can take the predictable questions first, so the agents can focus on the difficult conversations.
Sometimes, but usually not entirely. Many organizations use AI as the first line: the AI answers the predictable questions and transfers as soon as a person is needed. NEXXT GYM replaced the phone customer service of 11 locations with AI. Other organizations keep a team or call center behind the AI for complaints and exceptions.
With a warm transfer, the AI announces the call and tells your colleague what it is about; with a cold transfer, the caller goes straight through. In chat, your colleague takes over with the full conversation so far. If nobody picks up, the AI records a callback request. You can read the transcript afterwards in the dashboard.
Yes, that is often the logical first step. The AI handles the predictable questions and transfers the rest to your team or your call center. With a warm transfer, the agent hears right away what the call is about. That leaves the agents time for the conversations that really need a person. We are happy to discuss how to set that up in a demo.
Yes. The AI agent introduces itself as a digital assistant, as the EU AI Act requires. If a customer would rather speak to a person, the AI can transfer them to a colleague.
Heyloha runs on servers in the EU and you get a data processing agreement. Phone calls are transcribed, not recorded. Read more on the security page.
The phone is live within an hour, the website chat in about 30 minutes. You keep your own number and forward calls to the AI. Where a call center first has to train agents, the AI learns from your website and documents.
In a 30-minute call we look at your channels, your volume and which questions the AI can take over. Or try it yourself free for 14 days.