"We don't believe in either-or. The best customer experience is created when technology and people work together – and when someone takes responsibility for the whole. With Tilde, our customers get speed and availability in every call, but also a human presence when it's truly needed," says Marcus Lindqvist, CEO of Responda Group.
– Tilde is a new type of receptionist and a natural part of our team: always available, always friendly and always consistent. She helps lighten the load with simpler workflows and ensures that every query is handled immediately, Marcus Lindqvist continues.
An AI receptionist that knows when it's time to hand over
Tilde answers incoming calls, transfers them and takes messages when the person the customer is looking for is unavailable. She never forgets, never loses her patience and is just as present at 03:00 as in the middle of the rush hour.
What sets Tilde apart from a standalone AI function is that she never stands alone. When a matter requires more than structure and speed, she hands over to Responda Group's employees – with empathy, judgment, and flexibility. The customer calling in should always have the opportunity to speak to a human.
The solution works regardless of the switchboard supplier and can also be delivered to companies without an existing switchboard. Through integrations, a seamless experience is created even in more complex organisations.
Personal for the customer – secure for the business
The result is a customer experience that feels personal, accessible and professional, while the business benefits from a more even workload and better control over service delivery.
Tilde is not a standalone AI feature. She is part of a whole where someone always takes responsibility.
– For us, it is not just about answering calls. It is about ensuring that every customer is looked after in the right way – regardless of whether it is AI or a human who answers first, says Marcus Lindqvist.