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Fewer interruptions, more focus - without missing a call
NSK GmbH & Co. KG kept its customer-friendly main number, but stopped the constant office disruptions. With NIA FrontDesk and AI Essentials from NFON, calls are routed to the right person, routine messages are transcribed, and the team stays focused.
Call handling that protects focus across the team.
For NSK, being easy to reach matters. The company deliberately works without direct extensions: all employees are reachable via the central line.
But that setup came with a cost. Many calls were simple transfer requests, and several employees were interrupted at the same time - even when the call was not relevant to them.
With NIA FrontDesk, NSK introduced an AI-based front desk that answers, clarifies the request, and forwards calls intelligently. Combined with AI Essentials for voicemail transcription and call summaries, NSK created a structured call process that reduces disruption and improves follow-up.
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Meet NSK
NSK GmbH & Co. KG is a system integrator that decided to stay fully reachable through a single main number. To reduce internal disruption while keeping that accessibility, the team introduced NIA FrontDesk as an AI-based phone assistant.
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THE BUSINESS challenge
When one main number interrupts everyone.
With everyone logged into the central line, incoming calls regularly pulled multiple employees out of their work - often just to forward a call to a colleague.
A structured, automatable call-handling process was missing. The team needed a way to keep central availability without dedicating an employee to reception.
“Everyone was logged into the central line. That meant people were constantly interrupted - often just to forward a call.”
Ralph Hammann, Managing Director, NSK GmbH & Co. KG
Smart call routing with NIA FrontDesk.
With NIA FrontDesk, NFON's AI-based phone assistant, NSK introduced the benefits of a central reception - without staffing it permanently.
The bot answers calls, identifies the request or desired contact, and routes the call to the right person. NSK focused on targeted forwarding rather than long voice menus.
The solution's capabilities include:
Intelligent pre-qualification and routing
NIA FrontDesk answers the call, asks for the request or the desired contact, and forwards the call to the right person.
Caller-friendly handling
The primary use case is fast, targeted call forwarding - keeping the experience short and efficient for repeat callers.
Clear documentation with AI Essentials:
Voicemails and calls are transcribed and summarised. Transcripts are shared centrally in Microsoft Teams, supporting reliable follow-up and transparency.
Tangible relief for the entire team.
Even without detailed analytics, the impact was clear in day-to-day work: fewer interruptions, calmer working environments, and faster follow-up.
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Partnering with NFON, a practical AI front desk that fits everyday work.
NIA FrontDesk and AI Essentials gave NSK a structured call process without changing how customers reach the company.
Central reception without staffing
The bot covers the first contact and routing, without dedicating an employee to a full-time front desk role.
Call documentation built into daily workflows
Voicemail transcription and written summaries reduce manual effort and improve internal transparency.
Iterative setup with real-world testing
As an early adopter, NSK tested and fine-tuned call routing through repeated internal test calls - including 50 to 70 test calls on the first day - combined with its own routing know-how.
Knowledge base for recurring questions
A knowledge base (for example opening hours, ticket information, and general FAQs) is already in place and can be expanded further over time.
Strengthening intelligent call handling.
With NIA FrontDesk in place, NSK has established a reliable, AI-supported front desk that ensures calls are answered consistently and routed correctly. The next step is to continuously enrich the underlying knowledge base and call logic, enabling the system to handle a wider range of routine requests automatically and guide callers more precisely from the start.
This gradual expansion allows NSK to further reduce internal interruptions while maintaining a professional and predictable caller experience — without changing internal workflows or increasing administrative effort.
Ready to take your customer communication to the next level?
NFON Cloud Telephony with NIA FrontDesk helps organisations like NSK structure inbound communication, reduce manual call handling, and ensure reliable availability. All delivered through a secure, cloud-based platform built for European businesses.
Discover how NFON can support and enhance your communication setup.