Answer routine calls quickly, without keeping customers on hold.

Routine calls take experts away from harder work

Service teams receive many calls that follow the same pattern. A customer reports a fault code, asks whether a part has arrived, or wants to book a technician. Someone answers, looks through several systems, explains the result, and records the call.

Those calls matter, but they do not always need a specialist from beginning to end.

The Opero Voice Agent answers using your approved company knowledge. It can look up the relevant customer or machine, explain the next step, open a service case, send a message, or transfer the caller to a person when judgement is needed.

Help callers from the first question to the next action

When a customer calls, Opero can ask for a serial number, model, order number, or other detail needed to find the correct information.

It then checks your manuals, service bulletins, customer records, and connected systems. The answer comes from those sources, not from a general internet search.

If the call requires more help, Opero transfers it with the transcript, sources, and details already collected. The caller does not have to repeat the problem, and the employee taking over can see what has already been checked.

Four ways to use voice

Answer incoming calls. Handle common service questions, order updates, booking requests, and basic troubleshooting at any hour.

Make scheduled calls. Tell a customer when a part arrives, remind them about an appointment, or collect feedback after a service visit.

Help technicians while they work. A technician can ask a question without stopping to type or remove their gloves. Opero answers from the same approved documents used by the office team.

Talk in the browser. Employees can press a button in Opero and speak from a laptop or phone without making a telephone call.

Speak to customers in their preferred language

Opero supports more than 40 languages and understands regional accents. A caller can also change languages during the conversation without starting again.

Each team can choose its supported languages and preferred voice. When a person takes over, the transcript shows what was said regardless of the language used on the call.

Example: a stopped machine at a loading dock

A customer calls because a forklift has stopped during a busy shift. They read the vehicle number from the machine plate.

Opero identifies the exact model and finds the current service instructions. It guides the customer through a short, safe check and identifies a likely failed sensor.

Opero then opens a work order with the relevant part attached, schedules a technician, and sends the customer a confirmation message in their preferred language. If the check is inconclusive or unsafe to continue, the call goes directly to a technician with the full context.

Decide where a person must take over

You control:

• Which questions Opero may answer
• Which languages and phone lines it uses
• When it answers automatically and when calls go directly to the team
• Which actions it may complete, such as opening a work order or sending a text message
• Which actions require approval, such as placing an expensive parts order

Every call has a transcript. Opero also records which sources it used and which actions it completed, so your team can review what happened later.

Connect it to your existing phone and business systems

Opero works with Twilio, Vonage, or your existing telephone provider. It can create cases and work orders in systems such as ServiceNow or Salesforce, and check parts or customer information in systems such as SAP, Dynamics, or IFS.

See all available connections at Integrations.

Where to look next

• Voice in the workshop — a closer look at hands-free help for technicians.
• Customer service use case — how to choose which calls to handle first.
• Knowledge Agent — how Opero finds answers in approved company documents.