Map your current call flows
Document how calls are currently routed – which menu options, queues and departments exist – as the basis for building equivalent logic in the AI phone agent.
Practical guide
How to migrate from a traditional switchboard to an AI phone agent
Replacing a traditional switchboard with an AI phone agent is simpler than it sounds, but requires the right order of steps. This guide covers the entire migration.
05 stepsA sequence to use before and after launch
The sequence
Work through the important decisions
Keep the scope narrow, test with real questions and expand when the workflow is reliable.
Build the knowledge base based on the most common call reasons
Analyse which questions currently take the most time on the phone and prioritise them in the knowledge base first.
Test in parallel with the old switchboard
Run the AI phone agent on a separate number or a subset of calls in parallel with the existing switchboard before making a full transition.
Move the main number over gradually
Once the test period shows good results, move the main number over – ideally with the ability to quickly switch back if something unexpected happens.
Train staff on the new flow
Make sure staff know how escalated calls come in and how to take over a conversation the AI has transferred.
Review before launch
Common pitfalls
- 01Turning off the old switchboard before the AI phone agent is fully tested, leaving no safety net.
- 02Not documenting existing call flows before the migration, causing important routing logic to be forgotten.
- 03Forgetting to train staff on how to handle calls escalated from the AI.