Introduction

Customer support is an increasingly challenging task. As business grows, call volumes continue to rise, customer expectations for support are increasing, and staffing costs make it difficult to scale teams efficiently. At the same time, customers still rely heavily on phone support as one of the primary channels for urgent and complex issues.

Voice AI has emerged as a practical and efficient way to modernize inbound customer service. Voice agents allow companies to answer every call, handle frequently asked questions instantly, and route complex tasks to human workers without friction.

Thoughtly enables this model by acting as an intelligent, always-available front line for inbound customer support.

Why Customer Service Is Challenging Today

Customer service organizations face unique operational challenges. The most common and recurring ones include:

High inbound call volume driven by repetitive questions that can be automated
Long wait times for customers during peak hours
Staffing constraints that make 24/7 coverage difficult
Fragmented software, with data spread across CRMs, ticketing tools, and internal channels
Inconsistent responses depending on who answers the call

The result is lower customer satisfaction, more pressure on admin teams, and missed revenue opportunities.

How Inbound Customer Service Works with Thoughtly

Thoughtly’s drag and drop agent builder enables non-technical users to easily configure agents to their organization’s specific customer service preferences and requirements. In just minutes, support teams can define conversational flows, agent actions, and escalation rules without writing code.

Answer Every Call Instantly

Inbound customer calls are answered immediately by a Thoughtly AI voice agent. There are no hold times, even during peak hours or outside of business hours. Customers are greeted by a natural, conversational voice that is well-equipped to handle customer queries.

Agents can be customized with brand-aligned voices, conversational tone, and behavior settings, allowing organizations to control how the agent speaks, responds, and escalates issues.

Resolve Common Questions in Real Time

Once the call begins, Thoughtly recognizes the caller’s intent and takes action:

Answering questions using the Genius Knowledge Base, a centralized, AI-powered repository of your business’ help content and documentation that enables Thoughtly to deliver accurate, consistent answers. The Genius Knowledge base is designed to be updated continuously so agents always reference the most current information
Leverages customer context by looking up information in your CRM in real time, enabling the agent to personalize responses, reference account details, and route calls based on customer status
Walks customers through answers and solutions to their questions conversationally

Automatically Create Support Tickets

When needed, Thoughtly captures the relevant details from the call and automatically creates support tickets in Zendesk. Context from the call, customer information, and inquiry details are logged without requiring humans to take down information.

Escalate Seamlessly to Human Agents

When a call is too complex or sensitive, Thoughtly transfers the call to a live agent. Escalation rules can be customized based on issue type, customer priority, and user intent, ensuring customers always have a clear path to human support.

Keeps Internal Teams in the Loop

All calls are logged and documented, meaning teams are always up to date on the latest customer interactions. Thoughtly can also notify teams through tools like Slack and Gmail, keeping support, operations, and account teams aligned without manual follow-up.