Natterbox has launched a new set of AI-powered tools, AI Assistants and AI Agents.
These tools aim to help contact centres manage workloads by automating routine tasks and reducing customer wait times.
Integrated with Salesforce, they support customer interactions across voice, SMS, and WhatsApp.
AI Assistants are designed to manage common queries, such as order tracking or password resets, while AI Agents can carry out more involved actions like processing refunds or rescheduling appointments without human input.
Neil Hammerton, CEO and Co-Founder at Natterbox, said: “This is a critical shift in the contact centre industry.
Human agents should not be wasting time and talent answering basic questions and resetting passwords. This is both expensive and demoralizing.
With AI Assistants and AI Agents, the AI workforce does what it does best: handle repetitive, resource-intensive queries so that human agents can focus on delivering real value to customers.”
In cases where a human agent is needed, the tools are configured to pass calls on intelligently, using signals such as keywords or sentiment to guide escalation.
By handling repetitive queries and maintaining availability outside of standard operating hours, the tools are intended to free up human agents to focus on more complex cases.
The setup process is designed to be straightforward, with training possible from existing content such as websites or PDFs, and integration into existing systems via a drag-and-drop interface.
Early users, including We Buy Any Home, are applying these tools to manage lead qualification and improve team allocation.
A spokesperson from early adopter We Buy Any Home commented: “By integrating the AI Agents into our existing Natterbox platform, we’ve been able to answer and successfully handle 1,000 more customer calls every month. This has been a massive driver of business and has helped us optimize our customer service from end-to-end.“
The launch adds to Natterbox’s suite of AI tools, including AI Advisor, which supports post-call summaries and agent coaching.
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 14th Jul 2025
Read more about - Latest News, Natterbox
