# Sainer > Sainer answers customer calls, handles questions, transfers to employees, schedules appointments and manages support tickets. While you focus on your business. The receptionist that never sleeps Sainer is an AI phone agent for SMBs. A voice-driven assistant that answers incoming calls, responds to questions, routes callers to the right employee, and records everything. Day and night — no queue, no phone menu, no missed calls. ## Does this sound familiar? - call outside office hours — Customers call when it suits them — not always between 9 and 5. Hit a voicemail and they immediately call a competitor who's available. - expect immediate help — Customers don't want to wait, they want to be helped right away. Long wait times are the fastest way to lose them to the competition. - call the competitor — When you're unreachable, customers call someone else. One missed call is enough — they go straight to whoever does pick up. ## How Sainer helps Sainer catches everything. Day and night. An AI agent that keeps your customer service running when you can't. No queues for customers, no missed opportunities for you. - Available 24/7 - No more missed calls - Ready to deploy immediately ## Stop catching up. Start leading the way. - **Translate** — No fuss. We translate AI buzzwords and hype into concrete, usable solutions for specialists in SMEs. - **Transform** — Tailored strategy. Advice, guidance, and long-term adoption support to embrace AI and new technology in your company. - **Build** — Building complex AI systems, such as real-time voice agents, helpdesk agents and apps. ## Live in 3 steps 1. **Connect your systems** — Sainer connects with your existing tools. No hassle, no migration. 2. **Sainer takes over** — Calls are picked up, transferred, handled and analyzed. 3. **Full visibility** — Complete insight into every call, every question, and every result — right from your dashboard. ## Powerful integrations and insights. ### PBX integration Connects to your existing PBX and picks up calls like a colleague would. No replacement — just an extra team member on the line. ### Call analytics Every call is recorded, transcribed, summarized and scored on sentiment. Insights go directly to your dashboard or CRM. ### CRM Integration Sync customer data and calls automatically. Records are updated in real-time in Salesforce, Hubspot or within Sainer. ### 24/7 Availability Your AI receptionist answers calls instantly, day and night. No queues, no voicemail, no missed opportunities — even outside office hours. ### Your own style Fully customize tone, accent, content and behavior. We help with setup, but you keep full control over how your brand sounds. ### Continuously learning Learns from every interaction and keeps improving. Patterns in questions are recognized so answers become more accurate and faster. ## Sainer Pro: Standard not enough? All the telephony intelligence you need, built exactly for how your business works. One solution, fully customized. - All functionality from Sainer AI Complete - Custom integrations - Process & prompt optimization - Enterprise Support Plan - SMS & WhatsApp services ## Solutions overview - [Sainer AI](https://sainer.nl/en/solutions/sainer-ai): All-in-one for your phone operation. From €50/mo. - [Transcription](https://sainer.nl/en/solutions/transcriptie): Every call transcribed automatically. From €199/mo. ## Solutions — detailed ### Sainer AI The complete Sainer solution: automatic call handling, smart routing, transcription and analysis in one. Page: https://sainer.nl/en/solutions/sainer-ai **One subscription, all your phone intelligence.** Sainer's complete solution combines automatic call handling, smart routing, transcription and analysis in one package — so the entire phone process is intelligently supported. #### Plug-and-play: live within a day 1. **Connect to your phone system** — Sainer plugs into your existing telephony environment. No replacement, no expensive installation — live alongside your current setup within a day. 2. **Train it on your business** — Add knowledge sources — your website, documents or FAQ. On Complete you can connect up to 25 knowledge sources so Sainer deeply understands your organisation. 3. **Live with full intelligence** — From that point on, Sainer answers calls, routes to the right colleague, transcribes and analyses — all in one package, via the Sainer portal. #### The entire phone process, intelligently supported **24/7 call handling** — Answers calls, day and night. Sainer answers incoming calls and has natural conversations with the caller — 24/7, no queue, no voicemail. Including evenings, weekends, and holidays. - Answers calls 24/7 - Including weekends and holidays - Natural, human-sounding conversations **Smart routing** — To the right place, without keypad menus. No more 'press 1 for…'. Sainer recognises the caller's intent and picks the right destination on its own. - Routes by spoken intent - Extended: transfer to 3 extensions - Complete: transfer to 10 extensions **Warm transfer** — With context, not cold. Sainer hands the call over warmly to the colleague — with a short summary of what the caller needs. The caller doesn't have to repeat themselves. - Short summary for the colleague - No repetition for the caller - Complete: multiple operators **Deep knowledge sources** — Trained on your business. Connect knowledge sources so Sainer can answer frequently asked questions directly and uses the right context on every call. - Trained on website + extra documents - Extended: 3 knowledge sources - Complete: 25 knowledge sources **Transcription & reporting** — Listen back, read back, report. Every call is transcribed and analysed. On Extended and Complete you also get customer-level reporting, so you see trends and patterns per customer. - Transcription and call analysis - Access to call tools - Customer-level reporting **Notifications & CRM** — Everything lands on the right customer record. Every captured call lands in your inbox with the caller's details and reason for contact. On Complete, Sainer integrates with common CRM systems — often as a new ticket. - Email to your team for every call - Standard CRM integration on Complete - Automatic CRM ticket per call **Multilingual** — Works in multiple languages. Sainer understands and speaks multiple languages. Useful for organisations with international callers or people who don't speak Dutch. - Supports multiple languages - Automatic language detection - Available from Extended **Secure & GDPR-compliant** — Your call data stays protected. Calls and analyses are stored encrypted within European infrastructure. Only authorised users within your organisation can access the Sainer portal. - Compliant with GDPR and European privacy law - Encrypted storage of transcripts - Access limited to authorised users #### Pricing — The plan that fits you One subscription for everything. Three plans with increasing capability and call volume. - **Start — €50/mo** - **Extended — €199/mo** - **Complete — €349/mo** - **Pro — Custom** - Price per extra Live AI minute — Start: €0.50, Extended: €0.50, Complete: €0.50, Pro: — - Price per extra transcription minute — Start: —, Extended: €0.16, Complete: €0.16, Pro: — - Price per SMS — Start: €0.10, Extended: €0.10, Complete: €0.10, Pro: €0.10 All prices exclude VAT. Cancel any month. Current rates for extra minutes and SMS are on the pricing page. #### FAQ — Sainer AI **Who is Sainer AI for?** For organisations that want Sainer to support the entire phone process — from call handling to routing, transcription and analysis — in one subscription, rather than combining separate products. **What's the difference from the individual products?** Sainer AI combines overflow handling, smart routing, and transcription in one solution. You get more knowledge sources, more transfer options, customer-level reporting and support for multiple operators. **Do I need to replace my current phone system?** No. Sainer works alongside your existing telephony environment. No expensive installations or complex IT projects — Sainer plugs directly into your current VoIP solution. **When does Sainer take over the call?** Sainer can work as your primary receptionist or only step in when all lines are busy or outside opening hours. In the overflow setup your team is always tried first — Sainer only catches what would otherwise be missed. **How is this different from a regular phone menu?** A traditional phone menu forces callers into predefined options ('press 1 for…'). Sainer lets them say in their own words what they need and routes based on that intent — far more natural and faster. **How many knowledge sources can I add?** On Extended you can connect 3 knowledge sources, on Complete up to 25. Sainer also learns automatically from your website. **How does Sainer handle privacy and GDPR?** Privacy and data security are a top priority. Data is stored securely in line with applicable privacy law. Transcripts and summaries are only accessible to authorised users within the Sainer portal. **What happens if I exceed my monthly plan?** Additional minutes are billed at a flat per-minute rate; current rates are on the pricing page. No surprise invoices — everything is shown transparently in your dashboard. ### Transcription Sainer Transcription turns phone calls into transcripts with summary, action items and call analysis. Page: https://sainer.nl/en/solutions/transcriptie **Every call transcribed and analysed.** Sainer listens in, transcribes the call and automatically produces a summary with action items. Less admin and more insight, so your team can focus on the conversation itself. #### Plug-and-play: live within a day 1. **Connect to your phone system** — Sainer plugs into your existing telephony environment. No replacing your PBX, no expensive installation — live alongside your current setup within a day. 2. **Train it on your business** — Add knowledge sources — your website, documents or FAQ. Sainer learns the context of your organisation so analyses match what you actually do. 3. **Live in the portal and your CRM** — From that moment on, calls are automatically processed and pushed to the Sainer portal and your CRM — no manual work. #### More than just transcripts **AI-powered transcription** — Every call transcribed word for word. Sainer turns phone calls into a written transcript automatically. No one needs to listen in and take notes — you get a readable record of what was said, ready for follow-up. - Full, searchable transcript per call - Inbound and outbound calls - Transcription after warm transfer **Language & dictionary** — Multilingual, with your own vocabulary. Sainer transcribes in multiple languages and recognises names, numbers and terms. The custom dictionary lets you lock in industry jargon and brand terms so they always appear correctly in transcripts. - Dutch, English and more - Recognises entities like names and numbers - Custom dictionary for jargon **Call analysis & summary** — Automatic summary of what was discussed. Alongside the transcript you get a summary with the key points of each call. No one has to re-read the full conversation to know what happened. - Summary in a few sentences - Topic recognition across calls - Sentiment score per call **Action items & coaching** — Concrete follow-up points, ready for your team. Sainer extracts action items from the call and compiles coaching reports. You see not just what was discussed, but what needs to happen next and where your team can improve. - Automatic action items per call - Coaching reports per team member - Insight into recurring questions and issues **CRM integration & reporting** — Transcripts and actions straight into your system. Sainer connects with common CRM systems. Transcripts, summaries and action items land automatically on the right contact — no more manual admin. - Integration with common CRM systems - Automatic storage at customer level - Reporting on trends and volume **Secure & GDPR-compliant** — Your call data stays protected. Calls and analyses are stored encrypted within European infrastructure. Only authorised users within your organisation can access the Sainer portal. - Compliant with GDPR and European privacy law - Encrypted storage of transcripts and summaries - Access limited to authorised users #### Pricing — The plan that fits you Three plans with increasing minutes and capability. - **Extended — €199/mo** - **Complete — €349/mo** - **Pro — Custom** - Price per extra transcription minute — Extended: €0.16, Complete: €0.16, Pro: — - Price per SMS — Extended: €0.10, Complete: €0.10, Pro: €0.10 All prices exclude VAT. Cancel any month. Current rates for extra minutes and SMS are on the pricing page. #### FAQ — Transcription **Do I need to replace my current phone system?** No. Sainer works alongside your existing telephony environment. No expensive installations or complex IT projects are needed. Sainer connects directly to your current VoIP solution. **Can Sainer integrate with our CRM system?** Yes. Sainer integrates with common CRM systems. Call information, summaries and action items can be automatically processed in your CRM. **How is Sainer trained for my business?** Sainer automatically learns from the company's website. You can also add additional knowledge sources so the AI can analyse specific questions correctly. The training is customised. **How does Sainer handle privacy and GDPR?** Privacy and data security are a high priority. Data is stored securely in accordance with applicable privacy legislation. Transcripts and summaries are only accessible to authorised users within the Sainer portal. **Are conversations recorded?** Sainer can transcribe and analyse conversations. How this is set up depends on the chosen plan and the company's preferences. **What does Transcription deliver in concrete terms?** More insight into conversations through transcripts, summaries and sentiment analysis. More time for employees as admin falls away. And a better customer experience because nothing is lost between the call and follow-up. ## Products and pricing (live) Current prices and features — see also https://sainer.nl/en/pricing. ### Sainer Transcriptie For teams that only need transcription and analysis. Sainer Transcriptie turns every phone call into a written report with summary, action items and sentiment analysis. Plans: - Extended: €199/mo - Complete: €349/mo - Pro: contact for pricing Included per plan: - Transcription Minutes — Extended: 1250, Complete: 2500, Pro: Custom - Analysis, summary, sentiment & actions — Extended: Included, Complete: Included, Pro: Included - Website Knowledge Training — Extended: yes, Complete: yes, Pro: yes - Max Knowledge Sources — Extended: 3, Complete: 25, Pro: yes - Transcription — Extended: yes, Complete: yes, Pro: yes - Call Analysis — Extended: yes, Complete: yes, Pro: yes - Reports — Extended: yes, Complete: yes, Pro: yes - Custom Analysis — Extended: no, Complete: yes, Pro: yes - Dictionary — Extended: yes, Complete: yes, Pro: yes - Data Collection Scenarios — Extended: yes, Complete: yes, Pro: yes - Email Notifications — Extended: no, Complete: no, Pro: yes - SMS Notifications — Extended: no, Complete: no, Pro: yes - Standard Integrations — Extended: yes, Complete: yes, Pro: yes - Native Sainer Integrations — Extended: yes, Complete: yes, Pro: yes - RedCactus CRM Integrations — Extended: no, Complete: yes, Pro: yes - Custom Integrations — Extended: no, Complete: no, Pro: yes - Concurrent Calls — Extended: Unlimited*, Complete: Unlimited*, Pro: Unlimited* - Agent Setup — Extended: Self-service, Complete: Sainer supported, Pro: Sainer led - Audio Settings — Extended: yes, Complete: yes, Pro: yes - Sainer University — Extended: yes, Complete: yes, Pro: yes - Support Channel — Extended: Email & partner support, Complete: Email & partner support, Pro: Direct Sainer support - Sainer Pro Serve — Extended: no, Complete: no, Pro: yes - Dedicated Customer Success Manager — Extended: no, Complete: no, Pro: yes - Automatic Testing Minutes — Extended: no, Complete: 50, Pro: yes - GDPR — Extended: yes, Complete: yes, Pro: yes - Recording retention — Extended: 365, Complete: 365, Pro: 365 - Call Details After Recording Deletion — Extended: Also deleted, Complete: Retain / delete / anonymize, Pro: Retain / delete / anonymize - Price per extra transcription minute — Extended: €0.16, Complete: €0.16, Pro: — - Price per SMS — Extended: €0.10, Complete: €0.10, Pro: €0.10 ### Sainer AI For teams that want to automate their entire phone setup. Sainer AI replaces your whole phone process: answering, routing, transcribing and analysing in one package. Plans: - Start: €50/mo - Extended: €199/mo - Complete: €349/mo - Pro: contact for pricing Included per plan: - Live AI Minutes — Start: 115, Extended: 300, Complete: 600, Pro: Custom - Transcription Minutes — Start: 115, Extended: 700, Complete: 1400, Pro: Custom - Analysis, summary, sentiment & actions — Start: no, Extended: Included, Complete: Included, Pro: Included - Premium Voices — Start: yes, Extended: yes, Complete: yes, Pro: yes - Website Knowledge Training — Start: yes, Extended: yes, Complete: yes, Pro: yes - Max Knowledge Sources — Start: no, Extended: 3, Complete: 25, Pro: yes - Transcription — Start: no, Extended: yes, Complete: yes, Pro: yes - Call Analysis — Start: no, Extended: yes, Complete: yes, Pro: yes - Reports — Start: no, Extended: yes, Complete: yes, Pro: yes - Custom Analysis — Start: no, Extended: no, Complete: yes, Pro: yes - Knowledge Base Search — Start: yes, Extended: yes, Complete: yes, Pro: yes - Dictionary — Start: yes, Extended: yes, Complete: yes, Pro: yes - Max Transfer Destinations — Start: no, Extended: 3, Complete: 10, Pro: Custom - Data Collection Scenarios — Start: 1, Extended: yes, Complete: yes, Pro: yes - Custom Actions — Start: no, Extended: no, Complete: yes, Pro: yes - Email Notifications — Start: yes, Extended: yes, Complete: yes, Pro: yes - SMS Notifications — Start: no, Extended: no, Complete: yes, Pro: yes - Standard Integrations — Start: no, Extended: yes, Complete: yes, Pro: yes - Native Sainer Integrations — Start: no, Extended: yes, Complete: yes, Pro: yes - RedCactus CRM Integrations — Start: no, Extended: no, Complete: yes, Pro: yes - Custom Integrations — Start: no, Extended: no, Complete: no, Pro: yes - Webhooks — Start: no, Extended: no, Complete: yes, Pro: yes - Max Operators — Start: 1, Extended: 2, Complete: 4, Pro: Custom - Concurrent Calls — Start: Unlimited*, Extended: Unlimited*, Complete: Unlimited*, Pro: Unlimited* - Agent Setup — Start: Self-service, Extended: Self-service, Complete: Sainer supported, Pro: Sainer led - Audio Settings — Start: yes, Extended: yes, Complete: yes, Pro: yes - Sainer University — Start: yes, Extended: yes, Complete: yes, Pro: yes - Support Channel — Start: University, Extended: Email & partner support, Complete: Email & partner support, Pro: Direct Sainer support - Sainer Pro Serve — Start: no, Extended: no, Complete: no, Pro: yes - Dedicated Customer Success Manager — Start: no, Extended: no, Complete: no, Pro: yes - Automatic Testing Minutes — Start: no, Extended: no, Complete: 50, Pro: yes - GDPR — Start: yes, Extended: yes, Complete: yes, Pro: yes - Recording retention — Start: 7, Extended: 365, Complete: 365, Pro: 365 - Call Details After Recording Deletion — Start: Also deleted, Extended: Also deleted, Complete: Retain / delete / anonymize, Pro: Retain / delete / anonymize - Price per extra Live AI minute — Start: €0.50, Extended: €0.50, Complete: €0.50, Pro: — - Price per extra transcription minute — Start: —, Extended: €0.16, Complete: €0.16, Pro: — - Price per SMS — Start: €0.10, Extended: €0.10, Complete: €0.10, Pro: €0.10 ## Industries Restaurants, MSPs, real estate, staffing, retail, healthcare — and beyond. Each industry has its own pressure on the phone. ### Restaurants & Bars — Always available for guests **Challenge:** Guests call for reservations, opening hours and menu information — exactly when the team is busiest. Missed calls turn into no-shows and lost bookings. Chatbots don't cut it: guests want to call, not type. **How Sainer helps:** Sainer takes calls during peaks and after hours. Answers questions about opening hours, menu and parking based on your website. Reservations flow straight into your system, urgent calls get a warm transfer. **Result:** A fuller reservations book — No missed calls. The team focuses on guests in-house. ### Managed Service Providers — Support without queues **Challenge:** First-line tickets — password resets, order status, invoice copies — eat up engineers' time. Queues frustrate customers and SLAs slip when peaks coincide with complex incidents. **How Sainer helps:** Sainer resolves repetitive L1 questions autonomously, opens tickets in your system, and escalates complex cases with a full call summary to the right engineer. Sits alongside your existing helpdesk, no migration needed. **Result:** L1 tickets autonomous — Engineers keep time for what actually matters. ### Real Estate — No viewing missed **Challenge:** Buyers and renters often call in the evening or weekend — outside office hours. A missed call is a missed lead, and competitors are only one phone call away. **How Sainer helps:** Sainer schedules viewings against your calendar, answers questions about properties and prices, and qualifies leads with targeted questions about budget and preferences. 24/7, also in English and German. **Result:** No missed leads — Every inquiry followed up immediately, after hours included. ### Staffing Agencies — Multilingual, day and night **Challenge:** Temp workers call about sick leave, shifts and scheduling — often early morning or late evening. Many callers speak little or no Dutch, which makes phone menus useless. **How Sainer helps:** Sainer handles the call in the caller's language, processes sick leave into your system, and schedules shifts based on availability. Summaries are forwarded automatically to the right planner. **Result:** Every caller helped — A receptionist that understands every caller — literally. ### Retail & E-commerce — Customer service that scales **Challenge:** During peaks — Black Friday, the holidays, product launches — call volume explodes. Staffing up a customer service team for two weeks a year is expensive and impractical. **How Sainer helps:** Sainer scales automatically with your call volume. Stock status, product information, returns and order tracking handled directly or warm-transferred to a specialist. **Result:** Customers helped right away — No queue, not even on Black Friday. ### Healthcare — Every patient heard **Challenge:** A healthcare group with multiple locations handles thousands of calls per month. During peaks, up to 20% of calls are missed and patients sit in queues of 40 minutes. An 11-option phone menu frustrates callers. Care coordinators double as receptionists, leaving less time for patient care. **How Sainer helps:** Sainer takes calls, answers common questions and routes based on spoken intent — to the right location. Multilingual support helps patients who don't speak Dutch. Callback requests and summaries are forwarded automatically to the right care coordinator. **Result:** More time for patients — No missed calls. One AI replaces the whole phone menu. ### Financial services — Every policy question answered **Challenge:** An insurer receives thousands of calls a month, and most of them are about the same things: how do I report damage, what is covered, how does a repair work? The service team answers those questions over and over, while callers with a case or a claim wait in the queue. And because customer data is sensitive, not every solution will do. **How Sainer helps:** Sainer answers first and handles questions about cover, terms and claims processes from the insurer's own knowledge base, per product. Questions about a personal case or a claim go straight to the right colleague. Sainer has no access to customer data and only asks for what it needs, in Dutch or English. **Result:** One in three resolved directly — The service team only gets the calls that really need a person. ### Energy & installation — No caller left hanging **Challenge:** A supplier of heat pumps, home batteries and charging points gets calls all day long: installers asking about an error, homeowners with a question about their system, partners who want to align on something. They don't come all at once but spread across the working day. So the team gets pulled out of its work roughly every hour, and many callers ask for the same colleague. **How Sainer helps:** Sainer knows the manuals, the product specifications and the service codes, and answers technical questions right away, in German too. Only callers who really ask for a colleague by name are put through. For everything else, Sainer notes the question and the details and sets up a callback request for the team. **Result:** Calm in the working day — The team calls back when it suits them, with all the information already in one place. ### Don't see your industry? *No problem — Sainer works everywhere.* Whether you're in legal, sports, mobility or something else entirely — Sainer learns from your website and knowledge base, and adapts to your flow. Six industries, one AI receptionist. See how Sainer fits the day-to-day reality of your business. ## Frequently asked questions ### About Sainer **What is Sainer?** Sainer is an AI receptionist for SMEs. It is a smart, voice-controlled assistant that answers incoming phone calls, responds to questions, transfers callers to the right colleague and logs everything. Day and night, seven days a week. No queue, no phone menu, no missed calls. In addition to the assistant, Sainer offers the ability to transcribe and analyse your existing person-to-person conversations. So you stay better informed about what is happening within your organisation and employees spend less time on administration. **Who is Sainer designed for?** Sainer is built for SMEs that want to always be reachable by phone without having to answer the same simple questions every time. Human contact is important, but only when it truly matters. Think of businesses in healthcare, hospitality, retail, services or any other company where the phone is a key customer contact channel. **How does Sainer differ from traditional solutions like a phone menu or voicemail?** With a traditional phone menu the caller has to choose themselves ("press 1 for..."), which is often frustrating. Voicemail causes callers to hang up and call the competition. Sainer has a real conversation: the caller simply explains why they are calling, and Sainer takes care of the rest. It feels natural and personal. ### How it works **How does Sainer answer a call?** Sainer integrates with your existing telephony environment. As soon as a call comes in, Sainer answers with a warm, natural greeting tailored to the client's business. The AI then analyses in real time what the caller needs and determines the best next step: answer directly, transfer or perform an action. **Can Sainer also answer callers' questions?** Yes. Sainer is trained on the company's website and additional knowledge sources. This allows Sainer to answer frequently asked questions about opening hours, services, products or procedures, for example. **What happens if Sainer can't answer a question?** The caller is warmly transferred to a team member. The team member receives a brief summary of the conversation beforehand, so the caller does not have to explain everything again. **Does Sainer also work outside office hours?** Absolutely. Sainer is available 24/7. Research shows that up to 37% of customers call outside office hours. With Sainer, that group is also helped immediately. **In which languages can Sainer handle conversations?** Sainer is multilingual. The AI automatically detects the caller's language and switches over. This is useful, for example, for businesses with international customers or in regions where multiple languages are spoken. ### Products and plans **Which products does Sainer offer?** Sainer offers two products that can be used individually or in combination: • Sainer AI — The complete AI receptionist that automates the entire phone process: answering, handling questions, smart transfers, transcription and analysis. Replaces phone menu and voicemail with a natural conversation, day and night. • Sainer Transcriptie — Turns your existing person-to-person phone calls into a written report with summary, action items and analysis of conversation topics and sentiment. Sent directly to your CRM when needed. **How do I know which product suits my business?** It depends on your situation. If you want incoming calls handled fully by AI — including transfers, knowledge questions and after-hours coverage — choose Sainer AI. If you want to transcribe and analyse your existing person-to-person calls without changing your telephony, Sainer Transcriptie is the fit. Both can also be combined. **What do Sainer's products cost?** Each product is available in different plans (Basic, Extended and Complete), depending on the number of calls or minutes you need. Current prices and plan details can be found on our pricing page or requested from your telecom partner. ### Setup and technology **How quickly is Sainer operational?** Sainer is plug-and-play. Configuration takes just a few minutes. The AI automatically learns from the company's website and is ready to use immediately. In most cases, a client is live within a day. **Do I need to replace my current phone system?** No. Sainer works alongside your existing telephony environment. No expensive installations or complex IT projects are needed. Sainer connects directly to your current VoIP solution. **Can Sainer integrate with our CRM system?** Yes. Sainer integrates with common CRM systems. Call information, summaries and action items can be automatically processed in your CRM. This way Sainer enhances the customer experience and you maintain a complete customer profile. **How is Sainer trained for my business?** Sainer automatically learns from the company's website. You can also add additional knowledge sources so the AI can answer specific questions well. The training is customised based on the client's requirements. ### Privacy and security **How does Sainer handle callers' privacy?** Privacy and data security are a high priority at Sainer. When necessary, Sainer validates customer details and verifies consent before sharing sensitive information. Data is stored securely in accordance with applicable privacy legislation. **Are conversations recorded?** Sainer can transcribe and analyse conversations. How this is set up depends on the chosen product and the company's preferences. Transcriptions and summaries are only accessible to authorised users within the Sainer portal. ### Results and benefits **What concrete results does Sainer deliver?** Businesses using Sainer typically experience: • No more missed calls, even outside office hours • Cost savings as no additional staff or external call centre is needed • More insight into conversations through transcriptions, summaries and sentiment analysis • A better customer experience as callers are attended to immediately • More time for employees to focus on their core tasks **Is Sainer suitable for businesses with multiple locations?** Yes. Sainer scales with your business. Whether you have one location or dozens, Sainer can be deployed at every branch and intelligently routes calls based on spoken language to the right location or department. ### For partners **How can I offer Sainer to my clients?** To offer Sainer you need to become a Sainer partner. Contact us for more information. **Is a partner licence available?** Yes. The partner licence provides access to all functionality, a test environment, training materials and a Sainer demo on your own website. Get in touch for more information. ### Contact **How can I contact Sainer?** Questions about the product or request a demo: info@sainer.nl Help with an existing order or configuration: support@sainer.nl By phone: +31 85 822 0591 ## Get started Don't let any customer wait. Schedule a no-obligation call and discover how Sainer transforms your availability. - 24/7 availability without extra staff - Full insight into every customer interaction - Live in days, not months ## Sell the receptionist that never sleeps. For KPN Platform partners (telecom/ICT resellers) selling to SMBs. Page: https://sainer.nl/en/become-a-partner Sainer is the AI receptionist for SMBs: plug-and-play, works alongside any existing telephony environment and gives you a recurring revenue stream. For KPN Platform partners who want to make their customers more reachable. ### For you as a partner - **New monthly revenue** — An additional recurring revenue stream on top of telephony, through a subscription model. - **Easy to sell** — The reachability problem is recognisable for virtually every SMB customer. - **Fast delivery** — Sainer is plug-and-play. The customer is live within the same week, with little overhead. - **Stronger customer retention** — Sainer becomes part of your customer's daily operations. - **Low support volume** — Sainer handles many customer questions itself, so you barely gain any tickets. - **Joint marketing** — Partner support and joint marketing initiatives, including a co-branded logo and communication material. ### For your customer - **Reachable 24/7** — No more missed calls, including outside office hours. - **Operational immediately** — Sainer is ready to use within minutes. - **Cost savings** — No extra staff or expensive overflow call centre needed. - **Natural conversations** — Callers simply say why they're calling and are helped or transferred right away. - **Insight into calls** — Sainer transcribes, analyses and summarises. - **Perfect alongside VoIP** — Works with the existing telephony environment. No expensive installations, no complex IT project. ### Sainer Partner licence - Everything from Sainer AI Complete for your own organisation - Unlimited demo environments for customers - Demo widget for your own website via the Sainer API - Access to the test environment - Access to Sainer University - Second-line support for sales and setup - Access to the sales team and volume pricing You'll receive prices, margins and discounts from our sales team after registering as a partner. ### The right flow for every call 1. **Answer** — Picked up within a second, with a warm greeting that matches the customer's brand tone. 2. **Understand** — The AI analyses the caller's intent live and recognises names, numbers and other details. 3. **Verify** — Where needed, Sainer validates the customer's details and explicitly asks for consent. 4. **Resolve** — Consults the knowledge base and acts: schedules appointments, sends emails or creates tickets. 5. **Escalate** — For complex questions, a warm transfer to a colleague, including a full call summary. Register as a partner: https://docs.sainer.nl/kpn ## Stories Index: https://sainer.nl/en/stories ### De vlaggen mogen uit: ISO 27001 en NEN 7510 URL: https://sainer.nl/en/stories/iso-27001-en-nen-7510-gecertificeerd Published: 2026-10-05 Sainer is officieel gecertificeerd voor ISO 27001 en NEN 7510, de norm voor informatiebeveiliging in de zorg. Onafhankelijk getoetst door Kiwa. Op 30 september kregen we het bericht waar we maanden naartoe werkten: Kiwa heeft ons gecertificeerd voor ISO 27001 en NEN 7510. Voor een AI-telefonist die namens jou de telefoon opneemt, is dat geen bijzaak. In elk gesprek gaat het over mensen, en vaak over hun gegevens. #### Het is binnen Per 30 september 2026 is Kwartiermakers Generaal B.V., het bedrijf achter Sainer, gecertificeerd voor ISO 27001:2022 en NEN 7510-1:2024. De certificaten zijn uitgegeven door Kiwa en gelden tot september 2029. Sainer en de andere Kwartiermakers-bedrijven werken met dezelfde systemen, hetzelfde beleid en dezelfde beveiligingsmaatregelen, en die zijn nu dus onafhankelijk getoetst. De certificaten en onze documentatie vind je in ons Trust Center. > "De vlaggen mogen uit, want we hebben ze binnen." > Edwin van der Geest, Sainer Zo schreven we het die middag aan een van onze klanten in de zorg. En zo voelt het ook: het is het resultaat van maanden werk, door het hele team. (Image: Het certificaat hangt. De taart is voor later.) #### Wat ISO 27001 en NEN 7510 betekenen ISO 27001 is de internationale norm voor informatiebeveiliging. Het is geen eenmalige check van een paar instellingen, maar een manier van werken: je brengt in kaart welke risico's er zijn voor de informatie die je beheert, je neemt daar maatregelen tegen, en je laat zien dat je die maatregelen ook echt naleeft en blijft verbeteren. NEN 7510 is de Nederlandse norm voor informatiebeveiliging in de zorg. Hij bouwt voort op ISO 27001 en voegt eisen toe die specifiek gelden voor gezondheidsgegevens. Zorgorganisaties vragen er vaak naar als ze met een leverancier in zee gaan, en terecht. #### Waarom dit telt voor een AI-telefonist Een telefonist hoort veel. Wie er belt, met welk telefoonnummer, waarvoor, en soms ook iets over iemands gezondheid of persoonlijke situatie. Als Sainer namens jou de telefoon opneemt, vertrouw je ons die gesprekken toe, en daarmee ook de gegevens van jouw klanten, patiënten of cliënten. Dat vertrouwen moet je ergens op kunnen baseren. We schrijven al langer open over hoe we met gegevens omgaan, bijvoorbeeld over hoe lang gesprekken bewaard blijven en hoe je ziet wat er is verwijderd. Maar zelf zeggen dat je het goed doet, is iets anders dan het laten toetsen. Nu heeft een onafhankelijke certificerende instelling onze werkwijze beoordeeld. (Image: Wat er aan de balie gezegd wordt, blijft in de la. Die nu ook officieel op slot zit.) #### Hoe we er kwamen Certificering is geen sprint. We hebben ons beleid en onze maatregelen vastgelegd, en we volgen ze doorlopend met Vanta: dat platform controleert continu of de afgesproken maatregelen in onze systemen ook echt aan staan. Eind augustus volgde de hoofdaudit van Kiwa: twee dagen waarin de auditor onze werkwijze doorlichtte, voor ISO 27001 en NEN 7510 tegelijk. De auditor vond slechts twee punten die beter moesten, en dat bij een eerste certificering voor twee normen tegelijk. We hebben ze binnen de gestelde twee weken opgepakt, Kiwa heeft onze aanpak geaccepteerd, en na de interne review bij Kiwa kwamen op 30 september de certificaten. Meer over het werk van Kiwa lees je op kiwa.com en op LinkedIn. #### Wat het voor jou betekent - Onze informatiebeveiliging is onafhankelijk getoetst, door een certificerende instelling. - Werk je in de zorg, dan voldoen we aan de norm waar zorgorganisaties hun leveranciers op beoordelen. - Alle certificaten, ons beleid en onze maatregelen vind je op één plek, in ons Trust Center. - Het blijft niet bij deze ene keer: Kiwa toetst elk jaar opnieuw of we het nog steeds zo doen. Moet je voor een inkoop- of beveiligingsvraag aantonen dat je leverancier zijn zaken op orde heeft? Kijk dan in ons Trust Center. Daar staan de certificaten en de documentatie, en daar kun je aanvullende stukken opvragen. #### En nu verder Een certificaat is geen eindpunt. ISO 27001 en NEN 7510 vragen dat je blijft verbeteren, en dat past bij hoe we Sainer bouwen: stap voor stap, en zo dat je kunt zien wat er gebeurt. De vlaggen gaan straks weer naar binnen. Het werk gaat gewoon door. ### Geen keuzemenu meer, wel de juiste kliniek URL: https://sainer.nl/en/stories/nok-geen-keuzemenu-meer Published: 2026-10-05 De Nederlandse Obesitas Kliniek verving het keuzemenu door Sainer: elke beller wordt direct te woord gestaan en doorverbonden met de juiste vestiging, ook na sluitingstijd. Marieke Gerrits - van Mil: ‘Dankzij onze AI-agent is het keuzemenu helemaal verdwenen.’ Wie de Nederlandse Obesitas Kliniek belt, wil snel bij de juiste vestiging uitkomen. Vroeger liep dat via een keuzemenu. Nu neemt Sainer op, stelt een paar gerichte vragen en verbindt de beller door met de vestiging die bij hem of haar hoort. En na sluitingstijd beantwoordt Sainer de basisvragen zelf. #### Eén nummer, vestigingen door het hele land De Nederlandse Obesitas Kliniek (NOK) behandelt al meer dan dertig jaar mensen met ernstig overgewicht: met een operatie, en met een team dat patiënten daarna stap voor stap begeleidt naar een gezondere leefstijl. Dat gebeurt op elf vestigingen, van Terneuzen tot Hoogeveen. Wie liever zonder operatie behandeld wordt, kan terecht bij NOK Clinics, voor een behandeling met medicatie. Al die vestigingen delen één uitdaging aan de telefoon: elke beller moet bij de juiste locatie uitkomen. Een patiënt uit Heerlen heeft weinig aan een collega in Amsterdam. Lange tijd deed een keuzemenu dat werk. Luisteren naar de opties, de juiste toets kiezen en hopen dat je goed zit. #### Van keuzemenu naar een gesprek Sinds begin 2026 neemt Sainer de telefoon op, met een eigen telefonist voor de Nederlandse Obesitas Kliniek en een voor NOK Clinics. In plaats van toetsen stelt Sainer een paar gerichte vragen: waar belt u over, en in welke plaats woont u? Op basis daarvan verbindt Sainer door naar de vestiging die bij de beller hoort. Een huisarts, iemand met een algemene vraag of iemand die het hoofdkantoor zoekt, komt bij het algemene nummer uit. > "Dankzij onze AI-agent is het keuzemenu helemaal verdwenen. Bellers worden direct te woord gestaan en met gerichte vragen snel naar de juiste plek doorverbonden." > Marieke Gerrits - van MilLinkedIn, Nederlandse Obesitas Kliniek Dat gaat snel. In september voerden de twee doorverwijzers samen ruim 1.900 gesprekken. Ruim 1.600 bellers werden doorverbonden, de helft van hen binnen 40 seconden na het opnemen en bijna negen op de tien binnen een minuut. #### Ook na sluitingstijd bereikbaar (Image: De vestiging is dicht, de telefoon wordt gewoon opgenomen.) Als de vestigingen dicht zijn, schakelt de telefoon over naar de nachtdienst van Sainer, weer met een telefonist per merk. Die beantwoordt de basisvragen direct, uit de vestigingsinformatie op de website en de veelgestelde vragen in de kennisbank van NOK. > "Een vraag houdt zich niet aan openingstijden. Onze AI-agent neemt ook na sluitingstijd de telefoon op, waardoor we 24/7 bereikbaar zijn en basisvragen direct beantwoorden." > Marieke Gerrits - van MilLinkedIn, Nederlandse Obesitas Kliniek #### Wat het oplevert (Image: Vroeger een wand vol stekkers, nu een paar gerichte vragen.) - Geen keuzemenu meer: bellers praten meteen met iemand die hun vraag begrijpt. - Gerichte vragen in plaats van toetsen: de beller noemt gewoon zijn woonplaats. - Elke vestiging krijgt de gesprekken die bij haar horen. - Dag en nacht bereikbaar, met direct antwoord op de basisvragen. #### Eerst inzicht: wat speelt er aan de telefoon Om te weten waar de volgende stap zit, analyseerde Sainer achteraf 8.305 opgenomen gesprekken die medewerkers van twaalf vestigingen in september voerden. Er praatte daarbij geen beller met AI. Per gesprek legde Sainer vast over welk merk het ging, wie er belde, waarover, hoe het gesprek eindigde en of een AI-telefonist het had kunnen afhandelen. Dat gaf een helder beeld. Een derde van alle gesprekken gaat over een afspraak. En ruim een op de vijf gesprekken kan Sainer helemaal zelf afhandelen, al zonder koppeling met de systemen van NOK: met een antwoord, of met een sms-link waarmee de patiënt de afspraak zelf regelt. #### Op weg naar één centraal servicecentrum Die inzichten komen precies op tijd. NOK bouwt aan een centraal servicecentrum voor alle vestigingen, met Sainer als eerste aanspreekpunt. Gaat straks de telefoon, dan gebeurt dit: - Sainer neemt op, voor elke vestiging en het hoofdnummer, dag en nacht. - Sainer herkent het merk, de vestiging en de vraag. - Een standaardvraag beantwoordt Sainer zelf. Bij een afspraakvraag krijgt de patiënt een sms met de link om de afspraak zelf te regelen. - Is er een mens nodig, dan vraagt Sainer uit en verbindt door met het centrale team, met de vraag er al bij. - Een medisch oordeel, een recept of een klacht gaat altijd naar een medewerker. Het begint meteen bij het centrale team. Sainer neemt eerst 10% van de gesprekken aan, zodat NOK en Sainer in de praktijk zien wat werkt. Daarna schalen ze snel op. En verder vooruit? Zodra Sainer gekoppeld is aan de agenda van NOK, regelt Sainer een afspraak in het gesprek zelf: opzoeken, verzetten en bevestigen. In de toekomst kan Sainer ook zelf bellen, bijvoorbeeld om een afspraak vooraf te bevestigen of een vrijgekomen plek aan te bieden aan iemand die eerder wil. #### Stap voor stap NOK begon waar het meteen verschil maakt voor de beller: het keuzemenu eruit en bereikbaar na sluitingstijd. Daarna kwam het inzicht, en nu het servicecentrum. Zo groeit wat Sainer doet mee met wat NOK ziet werken, precies zoals we het elke organisatie aanraden in onze ladder voor AI aan de telefoon. Zit jouw keuzemenu ook tussen de beller en de juiste afdeling? Neem contact met ons op, dan kijken we samen naar de eerste stap. ### Gewoon bellen en geholpen worden URL: https://sainer.nl/en/stories/wertgarantie-gewoon-bellen-en-geholpen-worden Published: 2026-10-02 Bij WERTGARANTIE Nederland neemt Julia, de AI-telefoniste van Sainer, ruim 2.000 gesprekken per maand aan. Eén op de drie handelt ze zelf af, de rest komt meteen bij de juiste collega. Jacob Aslan: ‘Voor de klant moet het eigenlijk helemaal niet om AI draaien.’ #### Een beller met een kapot apparaat WERTGARANTIE is sinds 1963 gespecialiseerd in het verzekeren en repareren van producten die mensen elke dag gebruiken: smartphones, laptops en tablets, televisies en audio, huishoudelijke apparaten, fietsen en e-bikes. De WERTGARANTIE Group heeft in heel Europa 8,4 miljoen klanten, waaronder in Nederland. Het hoofdkantoor van de groep is gevestigd in Hannover. Voor de Nederlandse klantenservice betekent dit dagelijks een groot aantal telefoongesprekken. Elke maand bellen duizenden mensen, en de meesten hebben een van dezelfde vragen: hoe meld ik mijn schade, wat is er verzekerd, hoe gaat een reparatie? Naast vragen met een duidelijk antwoord zijn er natuurlijk ook klanten die écht een collega nodig hebben, bijvoorbeeld voor hun dossier of claim. #### Julia neemt als eerste op Daarom neemt nu Julia op, de telefoniste van Sainer. Ze begroet de beller namens WERTGARANTIE, wijst op het klantportaal voor wie iets zelf wil regelen, en vraagt dan waar ze mee kan helpen. In het Nederlands, of in het Engels als de beller dat spreekt. Julia werkt met dezelfde kennis als het serviceteam: de website, de veelgestelde vragen en een compleet kennisdocument over alle verzekeringsproducten. Zo kan ze uitleggen wat er onder een polis valt en hoe het schadetraject loopt. En omdat voorwaarden per product verschillen, vraagt ze eerst om welk product het gaat, voordat ze antwoord geeft. #### De juiste route, meteen Bij een schademelding is de eerste vraag: gaat het om een smartphone of om iets anders? Het antwoord bepaalt de route, en die legt Julia uit zonder dat de beller hoeft te zoeken. - Een smartphone: de beller meldt de schade zelf in het klantportaal, en Julia legt uit hoe dat werkt. - Een ander product, van laptop tot wasmachine of fiets: dat regelt een collega telefonisch, en Julia verbindt meteen door. - Een vraag over een persoonlijk dossier, de status van een claim of een contract: Julia kijkt niet in klantgegevens en verbindt door naar een collega die dat wel kan. - Buiten de openingstijden van het serviceteam helpt Julia zo ver als ze kan, en vertelt ze wanneer de beller een collega kan spreken. Zo komt niemand in een doodlopende route terecht, en krijgt het serviceteam alleen de gesprekken waarvoor echt een mens nodig is. #### Werk uit handen, op schaal (Image: Julia aan de schakeltafel. Het serviceteam heeft tijd voor de gesprekken die ertoe doen.) Inmiddels neemt Julia ruim 2.000 gesprekken per maand aan, en dat worden er elke maand meer. Ongeveer één op de drie handelt ze helemaal zelf af: ruim 700 gesprekken per maand waarin de beller zijn antwoord krijgt zonder dat er een collega aan te pas komt. De rest verbindt ze door naar het serviceteam. Zo besteedt het team zijn tijd aan de bellers met een dossier, een claim of een lastige vraag. > "Voor de klant moet het eigenlijk helemaal niet om AI draaien. Die wil gewoon bellen, zijn vraag stellen en geholpen worden. Als we dat met deze oplossing makkelijker kunnen maken én tegelijkertijd onze collega’s werk uit handen nemen, dan is dat voor ons een goede stap vooruit." > Jacob AslanLinkedIn, Projectleider IT bij WERTGARANTIE Nederland #### Privacy als uitgangspunt Een verzekeraar gaat zorgvuldig om met klantgegevens, en dat zie je terug in hoe Julia is ingericht. Ze heeft geen toegang tot dossiers of contracten, en noemt dus nooit gegevens over een polis, een apparaat of een claim, ook niet als de beller een contractnummer geeft. Voor het beantwoorden van een vraag of het doorverbinden vraagt ze geen persoonsgegevens. En van een doorverbonden gesprek wordt alleen het deel met Julia opgenomen, niet het gesprek met de collega. Meer over hoe Sainer met beveiliging en privacy omgaat, lees je in ons Trust Center. #### Samen met Denko ICT (Image: Aan de balie van het serviceteam: tijd voor de beller die echt een collega nodig heeft.) Achter Julia staat Denko ICT, IT-partner voor het mkb. Denko bracht Sainer bij WERTGARANTIE en realiseerde de oplossing: Julia werd afgestemd op hoe het serviceteam werkt, en bijgeschaafd waar de praktijk dat vroeg, zoals bij het verschil tussen smartphones en andere producten. > "Met de AI-telefonieoplossing van Sainer hebben wij voor WERTGARANTIE een slimme en schaalbare klantenservice gerealiseerd, waarmee klanten snel toegang krijgen tot de juiste informatie op basis van de aanwezige kennisdocumentatie." > Koen Kruidenier, Denko ICT Ook zoveel vragen aan de telefoon die telkens hetzelfde zijn? Begin bij de gesprekken die je team het vaakst voert, en laat Sainer die als eerste opnemen. ### Rust in de werkdag, ook als de telefoon gaat URL: https://sainer.nl/en/stories/mtec-rust-in-de-werkdag Published: 2026-10-01 Bij M-TEC Nederland gaat de telefoon de hele werkdag door. Lisa vangt de gesprekken op, beantwoordt wat ze kan en zet de rest klaar om terug te bellen. Robert Poelman: ‘Ze helpt ons de werkdruk beter te structureren.’ #### Een technisch product roept vragen op M-TEC Nederland ontwikkelt en levert systemen om zelf stroom en warmte op te wekken en te beheren: warmtepompen, de Energy-Butler thuisbatterij, de Energy-Charger laadpaal en een energiemanagementsysteem met app. Vanuit Groningen werken ze voor consumenten, installateurs en systeempartners. Zo’n installatie gaat jaren mee, en dus belt er geregeld iemand: een installateur met een vraag over een melding, een huiseigenaar met een vraag over de laadpaal, een partner die iets wil afstemmen. Elk van die gesprekken verdient een antwoord. Alleen: ze komen niet netjes op één moment. Gemiddeld gaat de telefoon zeven à acht keer per werkdag, op drukke dagen twintig keer, en dat gelijkmatig verspreid van acht uur ’s ochtends tot vijf uur ’s middags. Wie daarnaast installaties ondersteunt, wordt zo ongeveer elk uur uit zijn werk gehaald. #### Lisa kent de handleidingen (Image: Warmtepomp, thuisbatterij of laadpaal: Lisa weet wat er in de handleiding staat.) Lisa neemt de telefoon op, de AI-telefonist die Sainer voor M-TEC heeft ingericht. Ze kreeg vooraf de kennis mee die een goede collega aan de balie ook zou hebben: - De website van M-TEC en de productportfolio. - De productdocumentatie van de warmtepompen, de Energy-Hero, de Energy-Butler en de Energy-Charger. - Een overzicht van servicecodes, zodat ze weet wat een melding op het apparaat betekent. - Een lijst met veelgestelde vragen en de antwoorden die M-TEC daarop geeft. Dat zie je terug in de vragen. Bellers willen de subsidiecode van de VHPA-warmtepomp weten, de COP, het geluidsniveau of het gewicht. Belt er iemand in het Duits, dan schakelt Lisa vanzelf over naar het Duits. Elke maand voert ze zo ruim 150 gesprekken. #### Doorverbinden alleen als het moet (Image: Lisa aan de balie. Vraag je naar Robert, dan verbindt ze door. Voor de rest een briefje: terugbellen.) Uit de gesprekken blijkt iets opvallends: bijna de helft van de bellers vraagt naar één persoon, Robert Poelman. Hij is voor veel klanten en installateurs het gezicht van M-TEC. Als al die gesprekken bij hem binnenkwamen, kwam hij zelf nauwelijks aan zijn werk toe. Daarom is het slimste stuk van de inrichting misschien wat Lisa níet doet. Ze verbindt alleen door naar Robert als een beller hem echt bij naam vraagt, en ook dan pas nadat de beller heeft bevestigd dat hij doorverbonden wil worden. Voor al het andere noteert ze de vraag, de gegevens en wat er moet gebeuren. Wat opvolging vraagt, staat daarna als taak klaar voor het team. In vier maanden zette ze zo 47 terugbelverzoeken klaar, met de vraag en de gegevens erbij. Zo onderbreekt de telefoon het werk niet meer elk uur. Het team belt terug wanneer het uitkomt, met alle informatie al bij elkaar. Dat bedoelt Robert als hij zegt dat Sainer helpt de werkdruk te structureren. #### Vier maanden verder > "Sainer ondersteunt onze onderneming inmiddels vier maanden en we zijn tevreden over hoe ze dat doet. Tijdens het opstarten en inrichten was de bot nog wat zoekende, maar inmiddels heeft ze haar draai gevonden. Ze helpt ons de werkdruk beter te structureren en zorgt ervoor dat iedereen te woord wordt gestaan, 24 uur per dag, 7 dagen per week." > Robert PoelmanLinkedIn, M-TEC Nederland En het enthousiasme blijft niet binnen de muren. Ook veel klanten van M-TEC, vaak mkb’ers, zijn enthousiast over de mogelijkheden van Sainer. Robert vertelt er zelf ook graag over. #### Eerlijk: wat nog beter kan Robert is er open over: het gaat niet altijd vlekkeloos. Af en toe raakt Lisa de weg kwijt in een gesprek, of kapt ze een zin af. En in de eerste weken, tijdens het inrichten, was ze nog zoekende. Kijkt M-TEC een gesprek terug dat minder goed ging, dan blijkt de beller vaak lastig te verstaan. Precies zulke gesprekken gebruiken we om Lisa beter te maken. Elk gesprek staat met een samenvatting en de uitkomst in het overzicht, dus het team ziet snel waar het schuurt. Lisa helpt daar zelf ook bij: weet ze een antwoord niet, dan maakt ze daar een taak van. Zo kwamen er zestien vragen boven waar haar kennis nog tekortschoot, precies de input om de veelgestelde vragen aan te vullen. Daarna passen we samen de kennis of de instructies aan. Zo is ze in vier maanden gegroeid van zoekend naar de collega die haar draai heeft gevonden. #### Wat de toekomst brengt Voor Robert is dit pas het begin. ‘We blijven samen verbeteren en zien volop mogelijkheden om Sainer verder in te zetten.’ Wat nu vooral tijd vraagt, is ontdekken wat er nog meer kan: meer vragen die Lisa zelf afhandelt, en meer inzicht in waar klanten over bellen. Wil je ook rust in de werkdag, zonder dat er een beller tussen wal en schip valt? Neem contact op, dan kijken we samen waar je begint. ### Waarom onze telefonist weer sms stuurt URL: https://sainer.nl/en/stories/waarom-onze-telefonist-weer-sms-stuurt Published: 2026-10-01 De Sainer-telefonist helpt bellers in het gesprek, en stuurt ze er een sms bij met wat ze willen bewaren: een link, een code of een bevestiging die ze zelf kunnen nalezen. Tijdens het gesprek, en erna. #### Wat een gesprek niet goed kan Iedereen kent het moment. ‘Heeft u even pen en papier?’ Er volgt een e-mailadres, letter voor letter. Een link die niemand kan onthouden. Een adres met een huisnummer dat net verkeerd valt. De stem is goed in uitleggen, geruststellen en doorvragen, maar slecht in alles wat je later nog moet teruglezen. Een AI-telefonist heeft daar hetzelfde probleem als een mens. Hij kan een link voorlezen, maar de beller heeft er weinig aan. Daarom gaven we de Sainer-telefonist er een tweede kanaal bij, dat vrijwel iedereen op zak heeft en dat zonder app werkt: de sms. #### Tijdens het gesprek: laten zien wat je niet kunt zeggen Terwijl het gesprek gewoon doorloopt, stuurt de telefonist een bericht dat je vooraf zelf hebt opgesteld: een bevestiging, een adres, een link naar een afsprakenpagina of een portaal. Per bericht leg je vast wanneer de telefonist het mag sturen, bijvoorbeeld ‘als de beller vraagt om de link naar de afsprakenpagina’. Bij een zorgkliniek stuurt de telefonist zo op verzoek de link naar het patiëntenportaal, en een Engelstalige beller krijgt de Engelse versie. Een paar dingen hebben we bewust dichtgezet: - De sms gaat altijd naar het nummer waarmee de beller belt. De AI typt nooit zelf een nummer in, dus kan er ook geen verkeerd nummer kiezen. - Belt iemand vanaf een vaste lijn, een buitenlands of een anoniem nummer, dan is de sms-optie het hele gesprek verborgen. De telefonist belooft dus niets wat hij niet kan waarmaken. - De beller mag nee zeggen. Dan gaat er niets de deur uit en helpt de telefonist op een andere manier verder. - Per gesprek en per maand stel je een maximum in, zodat er nooit meer berichten uitgaan dan je verwacht. #### Een code van vier tekens, voorgelezen (Image: Vier tekens, hardop voorgelezen. Zonder nul, O, één, I of L, zodat niemand twijfelt.) De sms werkt ook de andere kant op: om te controleren wie er aan de lijn is. De telefonist stuurt een code van vier tekens naar het nummer van de beller, en de beller leest die voor. Klopt de code, dan weet je dat de beller de telefoon in handen heeft die bij het nummer hoort. Pas dan deelt de telefonist gevoelige informatie of voert hij een wijziging door. De code bestaat alleen uit tekens die je niet met elkaar verwart: geen nul en O, geen één, I of L. En de AI ziet de code zelf nooit. Die wordt op de server aangemaakt en gecontroleerd, zodat de telefonist hem niet per ongeluk kan verklappen. #### Het bonnetje na de afspraak Het verrassendste inzicht kwam uit de gesprekken zelf. Als een beller een e-mailadres spelt, gaat dat meestal goed. Maar soms niet. We zagen een domeinnaam die met één letter verschil werd opgeslagen, en een achternaam die door het spellen half in hoofdletters terechtkwam. In het gesprek hoort niemand dat. In een e-mail die nooit aankomt, merk je het pas dagen later. Daarom sturen we na het boeken van een bezichtiging, in onze koppeling met Realworks (binnenkort beschikbaar), automatisch een soort bonnetje. Daarin staat precies wat er is vastgelegd: het adres, de dag en tijd, de naam en het e-mailadres, met daaronder ‘Niet juist?’ en waar je dat kunt melden. De telefonist zegt in het gesprek dat de sms eraan komt en vraagt de beller die even na te lopen. Een typfout die in het gesprek onzichtbaar bleef, staat dan zwart op wit op het scherm van de beller. Het bericht past in één sms-deel. Daarvoor lieten we de postcode weg en schrijven we de datum kort, als ‘ma 24-8 10:15’. Zo ging het bericht van 222 naar ongeveer 120 tekens. En de sms houdt de afspraak nooit op: gaat er iets mis bij het versturen, dan staat de bezichtiging gewoon in de agenda. (Image: ‘Niet juist?’ Twee woorden die meer fouten vangen dan een uitgebreid gesprek.) #### Na het gesprek: vragen of het klopt Ook als het gesprek voorbij is, blijft de sms nuttig. Zo’n vijftien seconden na het ophangen kan de beller een link krijgen naar een kort formulier. Dat kan een tevredenheidsvraag zijn, zodat je per gesprek ziet hoe bellers de telefonist ervaren. Of een controle van de gegevens: de beller ziet wat er is genoteerd en kan het zelf verbeteren. Dat formulier gaat alleen uit als het ergens op slaat: bij een beantwoord gesprek dat lang genoeg duurde, dat niet werd doorverbonden naar een collega, en naar een mobiel nummer. En wil je een beller zelf nog iets nasturen, dan kan dat met één knop vanuit de gespreksdetails, met de kosten er meteen bij. #### Klein kanaal, weinig ruis Sms is geen chatkanaal en dat hoeft ook niet. Een bericht is kort, gaat over één ding en komt uit op het moment dat de beller het nodig heeft. Per verstuurde sms betaal je 10 cent, en per gesprek wordt bijgehouden of het bericht is afgeleverd. Het zit ingebouwd in Sainer, dus je hoeft niets te koppelen. Je schrijft de berichten, zet per telefonist de sms-tools aan en bepaalt wanneer ze worden ingezet. Benieuwd welke gesprekken bij jou een sms verdienen? Neem contact op, dan kijken we samen waar het gesprek nu vastloopt. ### Deleted, and you can see it URL: https://sainer.nl/en/stories/deleted-and-you-can-see-it Published: 2026-09-29 With Sainer you decide how long calls are kept. And when something is deleted, you see exactly what was removed and when. Privacy is not only about what you keep, but also about how you throw things away. Data that quietly disappears leaves questions behind: is it really gone, or did something go wrong? That is why we delete visibly. #### You set the retention period For each AI receptionist you choose whether calls are recorded and how long those recordings are kept: 7, 90 or 365 days, depending on your plan. You can also choose not to record at all. #### Three choices after deletion Once the recording has been removed, you choose what happens to the rest of the call: - Keep: the transcript and analysis stay available for insights and reports - Anonymise: names, phone numbers and other identifying details are removed, the content of the call stays - Delete: everything is gone, for good #### Anonymising in two steps Anonymising sounds simple, but personal data is not only in the ‘name’ and ‘phone number’ fields. A caller will mention their address, a colleague’s name or a date of birth in the course of the conversation. That is why it happens in two steps. First, we remove the caller’s known details, such as name and number, word for word, everywhere they appear. Then an AI model searches the rest of the text for anything left over: other names, addresses, dates of birth, account numbers. If that second step fails, the call does not count as anonymised. We try again every hour, up to ten times. If it still does not work after that, we flag the call so our team can handle it by hand. We never quietly leave personal data behind. #### A visible marker What we remove does not disappear without a trace. Where the data used to be, we place a marker that says what happened and when. For example: ⟂ REDACTED delete 2026-04-22T10:00:00Z. So anyone who opens the call later does not see an empty field that leaves you wondering whether anything was ever there. You see that the data was deleted, and at what moment. (Image: What is gone gets a visible stamp. Nothing disappears unnoticed.) #### The record stays, the content does not The call itself remains as a record: when the call came in, how long it lasted and which AI receptionist answered. That way you can always show that your retention period was followed, without keeping the content. #### Certified, and we show it Visible deletion fits how we approach information security in general. Sainer is certified for ISO 27001, the international standard for information security, and for NEN 7510, the Dutch standard for information security in healthcare. This means an independent party checks how we handle data, from access to retention periods. You can read exactly how we do this in our Trust Center. Good for the GDPR, good for your customers and good for your records. Questions about how this is set up for your AI receptionist? Get in touch. ### Why an AI voice starts to mumble URL: https://sainer.nl/en/stories/why-an-ai-voice-starts-to-mumble Published: 2026-09-28 An AI receptionist gets the last word of a sentence wrong more often than the rest, and after about two minutes of conversation it suddenly gets much worse. We looked into why. ‘Waarmee kan ik u helpen?’ (How can I help you?) Our AI receptionist answers calls in Dutch, and this is the sentence it says most often. Yet it is the last word that sometimes goes wrong: ‘helpen’ (to help) then sounds like ‘lopen’ (to walk), ‘noken’ or ‘melken’ (to milk). We measured how often this happens and what causes it. Some of what we found surprised us too. #### Thinking and speaking in one breath Our AI receptionist uses a speech-to-speech model. A model like this produces sound directly: it works out what to say and says it in one go, without a text step in between. That is exactly why a conversation with it sounds so natural. The model hears how someone says something, responds in the right tone and does not go quiet while a separate voice first reads out a sentence. There is one quirk, though. At the end of a sentence the model sometimes seems to be in a hurry: the last syllable gets swallowed, or the word sounds like a different word. We see this in every speech-to-speech model we have tested. So it is not a problem of one vendor, but of this way of producing speech. #### The last word To measure how often it happens, we have a second AI model judge the last word of every sentence: does it sound like the word that was intended? We do the same for a sample of words in the middle of a sentence, for comparison. In a selection from our production traffic, just over 1,900 calls on a single day, 8.0% of last words went wrong, against 1.5% in the middle of a sentence. The word that went wrong most often was ‘helpen’ (to help), the very word the standard opening question ends on. Among other things, the judging model heard ‘lopen’ (to walk), ‘open’, ‘noken’, ‘melden’ (to report) and ‘melken’ (to milk). Notably, ‘natuurlijk’ (of course) and ‘doorverbinden’ (to put through) almost never went wrong, even though ‘doorverbinden’ ends in -en just like ‘helpen’. So it is not a simple rule about one word ending. (Image: ‘Helpen’ (to help) is the word that fades most often, right at the end of the standard opening question.) #### After two minutes, things change The biggest surprise was in the timing. In test calls the rate stays at around 1 to 2% for two minutes. After that it jumps five to eight times higher. The longer the call lasts, the more often the last word fades. (Image: For the first two minutes it almost always goes well. After that the last word fades more often.) You can see this within a single call too. If the receptionist says ‘helpen’ several times, the last time goes wrong about one and a half times as often as the first. #### What it was not We had suspects. To tell them apart, we ran 560 test calls with six variants of the same receptionist. The variants took turns, so the time of day played no role. In each variant we changed one thing: - without the background knowledge about the company that the receptionist gets in advance: no difference - without the extra pronunciation rules, our main suspect: no difference - with a different voice: no difference - with instructions in a language other than English, the model's base language: no improvement, if anything slightly worse That last point confirms something we were already doing: we write the receptionist's instructions in English, even when the call is in Dutch. #### What did make a difference One variant made a real difference: the receptionist without the tools it uses during a call, such as looking up information or putting a caller through. Late in the call the number of errors dropped by about 37%. The pattern stayed the same, though: still a jump after two minutes, just a smaller one. Without tools a receptionist cannot put anyone through, of course, so this is not a solution. It is a clue: everything that piles up during a call seems to make the model's job heavier. #### Is it the model or the line? Finally, we compared the same words in two recordings: the sound as the model produced it, and the sound as it reached the caller over the phone line. About 72% of the errors are already in the model's own audio. The rest arises along the way, between our platform and the phone line. #### Why we still choose speech-to-speech You could say: then take the old route, text first and a separate voice after that. But that costs you what callers notice most. A conversation with a speech-to-speech model is much more natural: faster, with the right intonation, and the receptionist simply lets itself be interrupted. That gain is a lot bigger than a swallowed syllable. So we work around it. The part that arises along the way, we tackle ourselves. For the part in the model, we are looking for ways to keep the last word intact, even when a call runs longer. And time is on our side. Speech-to-speech models are improving fast, and each new generation will bring improvement here anyway. Because we now know exactly how often the last word goes wrong, we have a yardstick. When a new model comes out, we run the same test and know within a day whether it is better, and by how much. That way we choose on numbers, not on gut feeling. As with the red tomcat paradox: a good AI receptionist is not one knob you set correctly. It is measuring, changing one thing and measuring again. You can hear how that sounds for yourself on our website. ### Insight into every customer call, at scale URL: https://sainer.nl/en/stories/wilroffreitsma-insight-into-every-customer-call Published: 2026-09-28 With Sainer Analytics, WilroffReitsma analyses more than 3,000 calls a month: what they are about, which trends are emerging and how customers feel. Willem Ellemeet: “Sainer Analytics is a real game changer.” A service desk handles dozens of calls every day, and what went on in them long stayed invisible. WilroffReitsma uses Sainer Analytics to analyse all those calls afterwards. Nothing changes in how customers call or how the team works, but a lot changes in how much WilroffReitsma learns from them. #### Thousands of calls, and little view of what is going on WilroffReitsma is a managed service provider for IT and telecom for small and medium-sized businesses, with offices in Halfweg and Amersfoort, more than thirty years of experience and over eighty certified employees. Every day their staff talk to customers, via Microsoft Teams with ROGER365 as the contact centre. ClarifyGo records those calls. So the recordings already existed. The question was: what do you do with them? A team lead occasionally picks out a few, often after a complaint. The rest sits unused in storage. Yet that is exactly where the answers are to the questions every company asks itself: why do customers call, what goes well, and where do things get stuck? #### Analysis afterwards, with no impact on the call That is why we chose the calmest starting point there is. Sainer Analytics retrieves the recordings from ClarifyGo, turns each call into text and analyses it. No customer talks to AI, nothing changes in how the team works, and no live call is touched. The worst that can happen is a summary that is slightly off, and a person sees it. It is step 1 of the ladder we recommend to every organisation: let AI analyse calls first, after the call. The risk is close to zero, and you build a blueprint for everything that comes next. #### What Sainer takes from every call For every call, Sainer records: - A summary in one or two sentences, and the reason someone called. - The customer’s sentiment, per call and per topic discussed. - Where there was friction: the moments it rubbed, in the customer’s own words. - Which questions were answered, and which were not. - Action items for the team, with urgency and whether a person is needed. - An estimated customer satisfaction score on a scale of 1 to 10. This happens at scale: every month Sainer analyses more than 3,000 calls, not a sample but everything that was recorded. That makes trends visible: which topics are emerging, which questions keep coming back and how sentiment develops. Of the calls with a clear sentiment, 56% are positive or very positive, and less than 5% are negative. Figures like these make visible what used to be a gut feeling. #### Tailored: the questions only WilroffReitsma asks On top of the standard analysis, Sainer runs a set of custom classifications for WilroffReitsma, matched to how they manage their services. For every call it also determines: - The type of request: an outage or incident, a service request, a status question, something commercial or administrative, or a request for information. - Which product or service it concerns: mobile, fixed-line telephony and Teams, the Microsoft 365 workplace, cloud and Azure, or network, security and hardware. - How the call ended: resolved right away, a ticket created or updated, a callback arranged, or referred on. - Call discipline, for coaching: did the employee close clearly, with a clear summary and complete agreements? - The escalation risk: none, mild dissatisfaction, or a serious complaint that needs attention right away. And anything that needs follow-up, Sainer turns straight into a task for the team: around 1,200 a month. So nothing slips through the cracks anymore because an agreement stayed stuck in a call. #### From gut feeling to steering (Image: From separate calls to one overview: what is on customers’ minds, and where do things get stuck?) > "Getting insights we can really act on, at this scale, this easily and this quickly, is amazing. Sainer Analytics is a real game changer." > Willem EllemeetLinkedIn, WilroffReitsma That is the shift. Where a team lead used to review a handful of calls, every call is now in one overview. Every month that brings more than 1,700 friction points and around 500 questions the team could not answer straight away to the surface: exactly the places where the service can improve. And when a call stands out, WilroffReitsma can zoom in on it very easily and draw lessons from it. #### Transcripts as a basis for learning There is a second benefit: the transcripts. Every call is now available as text, and that text can be used for other AI applications. WilroffReitsma wants to use them to learn from: to train the service desk with the questions customers really ask, or even to assist employees during the call with the right information. So analysis is not a step you can skip. It stays valuable, even when AI takes on more later. On every call, whether a person handles it or Sainer. #### From customer to partner (Image: WilroffReitsma and Sainer: bringing AI for telephony to small and medium-sized businesses together.) WilroffReitsma does not only use Sainer itself. As a Sainer partner, we work together to help their customers with AI for telephony, not as one big switch but step by step. Exactly the way they did it themselves: start with insight, and only then go further. With a partner who already knows the telephony, the Teams environment and the customer inside out, and who knows from their own experience what the first step delivers. Curious what is in your calls? Start where the risk is lowest: with insight into the calls you already have. ### A prompt is not a lock URL: https://sainer.nl/en/stories/a-prompt-is-not-a-lock Published: 2026-09-14 Some things must always go right in a phone call. We don't leave those to the AI. We fix them in code. Asking an AI model not to do something is no guarantee that it won't. For a funny picture that doesn't matter. In a phone call it does, because a phone call has no undo button. #### A phone call has no undo button You can ask a chatbot to answer again. A receptionist who has just said something cannot take it back. Our AI receptionist also produces its answer directly as sound: it works out what to say and says it in one go. There is no moment in between where we can check the sentence first. So what the receptionist says has to be right the first time. And some things must always go right. #### Instructions lose to reflexes In the red tomcat paradox we wrote about how hard it is to give an AI model many instructions at once. On the phone, time pressure comes on top of that. And under time pressure, the model's reflex sometimes wins over the instruction. Instructions that forbid something turn out to be especially fragile, such as ‘don't announce the transfer yet’. The model wants to be helpful, and to a model, helpful feels like doing it right away. #### Is ‘thanks, have a nice day’ a yes? Take transferring a call. The receptionist asks: ‘Shall I put you through?’ The caller replies: ‘Thanks, have a nice day.’ Or asks a question back: ‘Do you offer support for that as well?’ A person hears straight away that this is not a yes. For a model that is eager to help, it could count as one. The call was then transferred while the caller actually wanted to hang up, or still had a question. That is why code now decides whether a call is transferred, not just the instruction: - the call is only transferred after a clear yes - after a counter-question or a vague answer, the receptionist asks once more - after a goodbye, it ends the call politely (Image: Transferring is allowed, but only once the lock is open. The tomcat keeps an eye on it.) #### The model says it, the code decides it That is the principle behind everything that must not go wrong in a call. The model decides how something is said: friendly, in the caller's language, in the right tone. The code decides what is allowed to happen: whether the call is transferred, which details are still missing, what needs to be checked first. If a rule is only in the prompt, we hope the model sticks to it. If it is in the code, the receptionist simply cannot transfer the call until the caller has said yes. #### English for the receptionist, Dutch for the caller Another lesson. During a call we sometimes give the receptionist an extra hint, for example after it has looked something up. That hint is always an English description of what it should do, never a ready-made Dutch sentence. The reason: the model picks its language based on what the caller says. Put a Dutch sentence in there, and a German caller suddenly gets Dutch back. Describe only the intent, and the receptionist says it in the caller's language. #### Helpful and reliable The hard part is the balance. Put too much in code, and the receptionist feels like a phone menu. Leave too much to the prompt, and it improvises where it shouldn't. We let the model do what it is good at, holding a natural conversation, and fix in code what must always go right. Curious how that feels? Try it yourself on our website. ### The red tomcat paradox URL: https://sainer.nl/en/stories/the-red-tomcat-paradox Published: 2026-07-04 Ask an AI model for a red tomcat that must absolutely not be a red tomcat, and you see right away how hard good instructions are. For an AI receptionist, that is the puzzle every day. Ask an AI model to create a photo of a cat and you will probably get exactly that. The catch: give it the exact same prompt again, and you will never get the exact same cat back. #### Same question, different cat An AI model does not calculate one fixed answer. Each time, it chooses again from what is likely. For a picture that is fun: you get a new cat every time. For a conversation it means you cannot rely on one successful attempt. #### A red tomcat that is not a red tomcat It gets even harder when you give contradictory instructions. The image below is the result of the prompt: “Create an image of a red tomcat, but it must absolutely not be a red tomcat.” (Image: The prompt: a red tomcat that must absolutely not be a red tomcat. The model found a way out with a museum sign (in Dutch: “not a red tomcat”).) The model resolved the contradiction in its own way. It simply made a red tomcat and put a sign next to it saying it isn't one. That is exactly what a model does with instructions that clash: it looks for a way out that satisfies the letter of the request. #### From picture to conversation Writing a really good prompt is complex, especially when the result should not be a funny picture but a natural conversation with a person. At Sainer we run into this every day. Our AI receptionist receives a huge number of instructions, and they come from different directions: - the customer's input: what the business wants and how it sounds - extra features, such as call transfers - knowledge the receptionist looks up in external sources All these layers affect the final quality. And just like with the tomcat, one instruction can get in the way of another. #### When it goes wrong Sometimes that goes wrong. The receptionist still produces sounds, but no words or logical sentences. #### The best puzzle in our work Getting this to a level where it feels like a smooth conversation for everyone is the most complex part of our work. That is exactly the challenge we enjoy. And you can simply try the result of all that puzzling on our website. Do you have a great example of an AI image that went completely off the rails? Share it on the original LinkedIn post. ### Don't let AI answer your phone URL: https://sainer.nl/en/stories/dont-let-ai-answer-your-phone Published: 2026-07-01 5 steps to bring AI into your telephony with low risk. Each step comes with a risk score and a productivity score. Letting AI answer your phone is nerve-racking, and that fear is justified. This isn't a chatbot on a page nobody visits. It is the most personal channel you have: a real person calling with a real problem. And it is AI, so it can sometimes do something unpredictable. The same question can produce a slightly different answer twice. For a system that sits this close to your customer, "mostly right" is a genuinely uncomfortable starting point. So most people freeze. They see AI in telephony as one big switch: either AI takes your calls, or it doesn't. Framed like that, it does feel like too much risk. > It isn't a switch. It's a ladder. And the first rung carries almost no risk. What we see working with customers is a phased path where you always start where mistakes are cheap. A path that proves itself and lets trust build up. Each step lowers the risk of the next one. By the time AI handles a live call, it has already earned that right. I thought it would be useful to write out our best practices as this path, with a risk score and a productivity score for each step. How to read the scores? Risk is how much damage a single mistake can do with a live caller, from 1 (a summary that is slightly off and that nobody sees at that moment) to 5 (AI gives a customer the wrong advice). Productivity impact is how much real work it takes off your team's hands, from 1 (nice to have) to 5 (this is why you started). #### Step 1: Let AI listen in, after the call Risk: 1/5. Productivity impact: 2/5. Before AI says a single word to a caller, you let it listen to what has already happened. It transcribes every call, summarises it and logs it in your CRM. And then comes the interesting part: it analyses across all your calls. What do people actually call about? Where does the same friction keep turning up? Which questions eat up your team's day? > Not a single live call is touched here. The worst that can happen is a summary that is slightly off, and a person notices. That is why the risk is a 1. The productivity score looks modest, and in the short term it is. But this step quietly does two things that are worth more than the number suggests. It gives you a real, evidence-based picture of what is being discussed on your lines, instead of a gut feeling. And it becomes the blueprint for everything that follows. You learn what is worth automating before you automate anything. One more thing: this step never goes away. Even when AI does much more later on, analysing every incoming call stays valuable. On every call, whether AI handled it or a person did. #### Step 2: Let AI handle the announcements you had already automated Risk: 2/5. Productivity impact: 2/5. You already have recorded announcements. The "we're closed" message outside office hours is the most obvious one. Let AI do that instead of a static recording. The caller still hears that you are closed. Nothing changes in your process. The difference is that they can now ask a simple follow-up question and actually get an answer, instead of talking to a wall. This is the first time a caller hears your AI voice. And it happens in the safest place imaginable: outside office hours, replacing a recording, with nothing but upside. A calm way to build trust, with your callers and within your own team. #### Step 3: Let AI catch the overflow instead of an external call centre Risk: 2/5. Productivity impact: 4/5. Many companies send overflow to a hired external call centre. The queue is full, or it is after hours, so an agency picks up as if they were you, answers the easy questions and emails over a callback note. AI does exactly that. And let's be honest about the bar: it does it with better knowledge of your business than a part-time external agent who serves five different companies in a single afternoon. The safe fallback stays in place too. If AI can't resolve something, it creates a callback note, just like the agency. So a miss can be put right. Low risk, and at the same time it cuts a real cost. This is where productivity starts to climb. #### Step 4: Let AI answer during office hours, only to route the call Risk: 3/5. Productivity impact: 3/5. Now AI answers during office hours, but only to get the caller to the right place. No phone menu. No "press 1 for sales, press 2 for support" that everyone secretly hates. The caller simply says what they need, and AI puts them through to the right person or department. This is the first time AI is the live first point of contact on every call. That is why the risk goes up to a 3. But it never resolves anything. A person is always the next step, and a wrong transfer can be put right. You get the benefit of a much better front door, without making AI responsible for an outcome yet. #### Step 5: Let AI actually handle the call Risk: 4/5. Productivity impact: 5/5. This is the step everyone pictures when they hear "AI on the phone", and it is the step that rightly made them nervous. On the foundation of everything above, you let AI handle calls on its own. Booking appointments. Giving information. Creating support tickets. Handling repeat prescriptions. Over time, fewer calls go to a person and more are resolved straight away. It is the highest risk, because AI now decides the outcome of a live call itself. If it gives the wrong advice, the customer notices immediately. But look at how you got here. You have a blueprint from step 1, so you know exactly which calls AI can handle. You have built trust over steps 2 to 4. And you have data on what AI already does well, before you let it go. You don't take this step cold. You take it last, on purpose. #### Bonus step: Let AI help your people during human calls Risk: 1/5. Productivity impact: 4/5. This is the step people don't see coming. Once AI can understand and handle a call, you can turn that same capability inwards. During a normal call between two people, AI listens in and passes your employee the right information live, based on what is being said. The caller never talks to AI. A person stays in control and decides what to use. That is why the risk drops back to a 1: the person is the filter. And the value is high, because every call becomes faster and sharper. More on this from Sainer soon. #### What it comes down to The mistake is treating AI in telephony as one big, nerve-racking decision. It isn't. It is a ladder, and the first rung carries almost no risk while already giving you something real: a clear picture of what your callers actually want, and a blueprint for everything after that. Start where mistakes are cheap. Prove each step before you climb to the next. Let trust build up. Do it this way, and by the time you get there, AI taking live calls on its own is not a leap in the dark. It is the logical next step, backed by everything you learned on the way up. This phased path is roughly how we have customers roll out Sainer, our Voice AI for telephony. Wondering where your own setup could safely start? I'm happy to think it through with you. Feel free to send me a message. ## Key pages - [Homepage](https://sainer.nl/en): Overview of Sainer, products and customer cases. - [Pricing](https://sainer.nl/en/pricing): Full price comparison per product and plan. - [Industries](https://sainer.nl/en/branches): Restaurants, MSPs, real estate, staffing, retail, healthcare — and beyond. Each industry has its own pressure on the phone. - [Consultancy](https://sainer.nl/en/solutions/consultancy): Custom voice-AI consultancy for larger organisations — scoping, setup, integrations, compliance and scaling, with Sainer or tools like Google Gemini and ElevenLabs. - [Become a partner](https://sainer.nl/en/become-a-partner): For KPN Platform partners (telecom/ICT resellers) who want to sell Sainer to their SMB customers — partner benefits, the Partner licence, the KPN Platform (IRMA) order flow and registration. - [FAQ](https://sainer.nl/en/faq): Frequently asked questions about products, onboarding, privacy and integrations. - [Sainer AI](https://sainer.nl/en/solutions/sainer-ai): All-in-one for your phone operation. - [Transcription](https://sainer.nl/en/solutions/transcriptie): Every call transcribed automatically. - [Integrations](https://sainer.nl/en/integrations): Connected phone systems, CRMs and CCaaS platforms. - [Partners](https://sainer.nl/en/partners): Partners who advise on, connect and deploy Sainer for their customers. - [Events & webinars](https://sainer.nl/en/events): Upcoming events, on-demand webinars and the partner certification waitlist. - [Stories](https://sainer.nl/en/stories): Customer stories, partner news and insights — how Sainer works in practice, filterable by customer, partner, industry and integration. - [Vacancies](https://sainer.nl/en/vacancies): Open job positions and how to apply at Sainer. - [Security](https://sainer.nl/en/security): Security and data protection, ISO 27001 and NEN 7510 certified. - [Privacy](https://sainer.nl/en/privacy): Privacy policy. - [Terms](https://sainer.nl/en/tos): Terms of service. - [Contact](https://sainer.nl/en/contact-us): Phone, email, address and how to schedule a call. ## Contact & company - Email: info@sainer.nl - Support: support@sainer.nl - Phone: +31 85 822 0591 - Address: Marie Baronstraat 1, 5026 CG, Tilburg, The Netherlands - Legal entity: Kwartiermakers Pioniers B.V. (Dutch CoC 99256010) - Certifications: ISO/IEC 27001:2022 and NEN 7510-1:2024, certified by Kiwa (held by parent company Kwartiermakers Generaal B.V.). Trust Center: https://trust.sainer.nl