{"id":27059,"date":"2026-08-04T12:24:38","date_gmt":"2026-08-04T10:24:38","guid":{"rendered":"https:\/\/kauz.ai\/blog\/ai-phone-assistance-for-small-and-medium-sized-businesses-what-matters-beyond-the-per-minute-rate\/"},"modified":"2026-08-05T16:10:01","modified_gmt":"2026-08-05T14:10:01","slug":"ai-phone-assistance-for-small-and-medium-sized-businesses-what-matters-beyond-the-per-minute-rate","status":"publish","type":"post","link":"https:\/\/kauz.ai\/en\/blog\/ai-phone-assistance-for-small-and-medium-sized-businesses-what-matters-beyond-the-per-minute-rate\/","title":{"rendered":"AI Phone Assistance for Small and Medium-Sized Businesses: What Matters Beyond the Per-Minute Rate"},"content":{"rendered":"

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A guide for organizations that want to use AI to enhance their phone service and apply the right criteria in the process.
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Telephone service channels have proven to be significantly more stable than many digitalization strategies had anticipated a few years ago. Particularly at municipal utilities, professional associations, chambers of commerce, universities, in the healthcare sector, and among specialized small and medium-sized businesses, the telephone remains the channel through which a significant portion of inquiries requiring clarification are received. At the same time, it is the least automated channel and the one with the highest expectations for reliability. <\/p>\n

This is confirmed by the latest figures: According to the 2024 Customer Service Barometer<\/a><\/strong> , 78 percent of respondents in Germany used customer service last year, and about 92 percent consider its quality to be a decisive factor in the impression they form of a company. At 89 percent\u2014second only to in-person contact\u2014the telephone continues to enjoy the highest level of trust among all contact channels. <\/p>\n

With advances in language AI, telephone-based assistance has quickly evolved from a future prospect to an available tool. At the same time, companies are investing more heavily: According to a CX study by Verint<\/a><\/strong> , 66 percent stated that they intend to increase their spending on AI to boost customer satisfaction. The relevant question is therefore no longer whether the channel can be operated with AI support, but rather what criteria an organization uses to select and implement such a system. This article outlines the most important of these criteria. <\/p>\n<\/div>\n