---
title: "Enterprise AI Agent for Customer Service | Natalia"
description: "AI agent for external customer service: voice, chat, email, SMS, WhatsApp, call analytics. Built in France, GDPR-ready. Free demo."
url: https://getnatalia.com/en/ai-agent-enterprise
lang: en
---

  

# Enterprise AI agent for customer service

An AI agent that answers your customers as well as your teams. Natalia handles inbound requests across voice, chat, email, SMS and WhatsApp, analyzes your calls, and finds information internally with a chatbot trained on your documents. Built in France, hosted in Europe.

[See a demo](https://getnatalia.com/en/contact)

## What an enterprise AI agent actually is

An AI agent is software that understands a request in plain language, decides what to do, then acts: answer, qualify, transfer, open a ticket, follow up. It does not walk a rigid menu tree like a phone IVR. Inside a company, two uses stand apart depending on who the agent serves: your customers, or your teams.

-   ### Autonomous

    It handles the request end to end when it can, and knows when to hand off to a human.

-   ### Connected to your tools

    CRM, ERP, ticketing, calendar: the agent reads and writes in your systems, no double entry.

-   ### Everything logged

    Every conversation leaves usable data: reason, resolution, duration, verbatim.

## Two families of AI agents, two different needs

The term "AI agent" covers two realities worth keeping apart when you pick a tool.

They talk to your customers

The agent sits on the front line of customer service. It answers, replies, qualifies and follows up. What matters: availability, answer quality, GDPR compliance, integration with your phone system and CRM. This is Natalia's ground.

Examples : phone reception, 24/7 hotline, level-1 helpdesk, missed-call follow-up.

They assist your teams

The agent helps an employee find information: search your files, your knowledge base, your procedures, then answer with the source. What matters: the right answer, sourced, no re-keying. That's exactly what Natalia's custom chatbot does, trained on your documents. You hand it your PDF, text and Markdown files yourself, from the console.

Examples : internal search, knowledge-base answers, HR or support chatbot trained on your procedures.

[See the chatbot trained on your documents](https://getnatalia.com/en/custom-ai-chatbot)

Natalia covers both families: customer service for your external customers, and information access for your teams with a chatbot trained on your documents.

## One agent, all your customer service channels

Your customers don't pick a channel, they take whichever is convenient. Natalia covers the main ones and makes them work together: a missed call triggers a WhatsApp follow-up, and every conversation feeds analytics.

-   ### Voice

    The voice agent answers in under 2 seconds, understands the reason for the call, transfers to the right desk or takes a message. Nights, weekends, holidays.

    [Explore the voice agent](https://getnatalia.com/en/voice-assistant-ai)

-   ### Chat & helpdesk

    Automated level-1 support: answers to recurring questions, simple diagnostics, ticket creation in your ITSM.

    [See the AI helpdesk](https://getnatalia.com/en/helpdesk)

-   ### Email

    Inbound customer service email handling: understanding the request, replying or routing it to the right team.

    [See email automation](https://getnatalia.com/en/email-automation-ai)

-   ### SMS

    An automatic SMS goes out after a missed call. 98% read rate, nothing to install on the customer's side.

    [See automated SMS](https://getnatalia.com/en/automated-sms-ai)

-   ### WhatsApp

    The conversational follow-up that gets 7 times more replies than email. The agent continues the conversation where the customer already is.

    [See WhatsApp](https://getnatalia.com/en/whatsapp)

-   ### Call analytics

    Every call in your defined scope transcribed and analyzed: reasons, scores, trends. In the cloud, or as a sovereign on-premise edition connected to your Alcatel PBX.

    [See call analytics](https://getnatalia.com/en/analytics)

To automate a full call center, see the [AI call center](https://getnatalia.com/en/call-center).

## Building your company's AI agent has never been this simple

An agent is set up on a single console page. The channels that feed it sit on the left, the agent in the middle, its actions on the right.

console.getnatalia.com

 ![Natalia console: a voice agent linked to its phone channel and three actions: alert the claims team, look up a guarantee, transfer to an advisor](https://getnatalia.com/en/natalia-agent-configuration.b41631c8.png)

-   ### Inbound channels

    A phone line, your website chat, WhatsApp or SMS. Your customers call or write where they already do.

-   ### First message and instructions

    The greeting and the instructions are written in plain language, like a brief for a new colleague.

-   ### Actions

    Transfer the call to an advisor, search your documents, send an email or a WhatsApp message, call a web service. Each action is created in the console, then attached to the agent.

-   ### Monitoring on the same page

    The chart of the last 7 days of conversations and the conversation analysis show what the agent handles day to day.

Screenshot taken on a demo organization.

## Natalia Analytics, on real data

Every call, SMS and WhatsApp conversation feeds a single dashboard: volume, scores, durations, breakdown by reason.

console.getnatalia.com/analyse

 ![Natalia Analytics console: analysed call list, call summary and score per criterion](https://getnatalia.com/en/natalia-analyse-dashboard.a5c347b2.png)

[See call analytics](https://getnatalia.com/en/analytics)

## Which channel for which need

| Your need | Recommended channel |
| --- | --- |
| Answer calls when no one is available | Voice |
| Stop losing missed calls | SMS + WhatsApp |
| Automate level-1 technical support | Chat & helpdesk |
| Handle the customer service email flow | Email |
| Understand what's said in your calls | Call analytics |
| Absorb call center peaks | AI call center |

## What sets Natalia apart

-   ### Built for external customer service

    Natalia is designed for the relationship with your customers, not your teams' productivity. One job, done well.

-   ### Built in France, GDPR-ready

    Developed in France, hosted in Europe. GDPR compliance and article 28 DPA.

-   ### Sovereign on-premise edition

    For call analytics, an edition that stays in your own datacenter. No data needs to leave it.

-   ### Plugs into what you have

    REST API and connectors for your CRM, ERP, phone system and ticketing tools. Most integrations take less than a day.

-   ### Tried before your customers

    In the console, test mode tries the agent on the instructions you are editing and simulates its actions: nothing is sent, nothing changes for your customers until you save.

## Frequently asked questions

### What is an enterprise AI agent?

Software that understands a request in plain language and acts: answer, qualify, transfer, open a ticket. There's a split between agents that talk to external customers (customer service) and agents that assist teams internally (productivity). Natalia belongs to the first group.

### What's the difference between a customer service AI agent and an internal AI agent?

The customer service agent is on the front line facing your customers: it answers, replies and follows up across voice, chat, email, SMS or WhatsApp. The internal agent helps an employee draft, summarize or automate a workflow. The stakes differ: compliance and answer quality on one side, internal time saved on the other.

### Is an AI agent the same thing as a chatbot or an IVR?

No. An IVR walks a fixed menu tree. A classic chatbot replies from scripts. An AI agent understands a freely worded request, decides what to do and acts in your tools. It also knows when to hand off to a human.

### Which channels does Natalia cover?

Voice, chat and helpdesk, email, SMS, WhatsApp, call analytics. These channels talk to each other: a missed call triggers an SMS or WhatsApp follow-up, and every conversation feeds analytics.

### Does data stay in Europe?

Yes. Natalia is built in France and hosted in Europe, with GDPR compliance and article 28 DPA. For call analytics, an on-premise edition keeps everything inside your own datacenter.

### Need end-to-end support?

For optimal Natalia integration in your organization, our partners [NoBullshit Conseil](https://nobullshitconseil.com/?mtm_campaign=partner&mtm_source=natalia&mtm_medium=referral) support call flow auditing, deployment and team training.

[Discover the full journey](https://getnatalia.com/en/partner-nobullshit-conseil)

## See the AI agent answer your customers

[Book a demo](https://getnatalia.com/en/contact)

## How much are missed calls costing you?

From your marketing budget and missed-call rate, the calculator estimates your monthly loss in 2 minutes.

[Run the numbers](https://getnatalia.com/en/calculator)