On May 31, 2023, the project manager Florian introduced Smart Office 2.0, along with its enhancements, new features, and more intuitive user interface. Florian kicked off the presentation by making an outgoing call from Teams. The digital assistant SUSI immediately answered the phone and warmly greeted us. In a sample dialogue that new team member Emma and Florian had prepared beforehand, the first question asked was what the matter was.
SUSI realized that Florian wanted to make a table reservation and then asked for his name, the number of people, and other relevant information. She then forwarded this information in an email to the appropriate staff member, since we had called “outside of business hours.”
But behind this seemingly simple dialogue, which lasts only a few minutes, lies a powerful system: Smart Office 2.0. Even the previous version was quite impressive. It featured decision trees that could be customized to meet individual customer needs, personalized greetings, questions, and much more.
In Smart Office 2.0, internal phone numbers can be assigned names. Any number of phone numbers can be entered into the system, and each can be assigned a custom dialog. Phrases and actions are intuitively integrated into the dialog builder, allowing users to specify when a statement is made, an email is sent, an API call is executed, or a question is asked.
As soon as a question is created in the dialog tree, a field for user input appears automatically, which greatly simplifies the dialog creation process. Such automations help fill in logical gaps without hindering the user’s ability to customize the dialog.
Furthermore, Smart Office 2.0 now allows you to set custom endings for all possible call routes. This enables SUSI to say goodbye to the caller in different ways depending on the dialogue branch. These new features improve the organization of multi-number capabilities in Smart Office 2.0 and increase the level of customization for dialogue branches.
