Smarter, Faster, AI-Powered Customer Communication: How QL-IT Streamlines Business Processes with NFON and botario

Digital transformation continues to reshape how businesses communicate with their customers. For QL-IT Lösungen GmbH, a forward-thinking IT service provider, embracing conversational AI was the next logical step. By leveraging NFON’s botario platform, QL-IT is now using a cutting-edge voice bot solution that automates call handling and enhances the overall experience for their team and their customers.

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Meet QL-IT

QL-IT Lösungen GmbH is a Bremen-based IT service provider offering tailored solutions for small and medium-sized businesses. With over 20 years of experience, QL-IT supports clients in areas like IT security, cloud telephony, and digital workplace solutions—acting as a reliable external IT department to help businesses operate more efficiently.


The Challenge: Reducing Communications Bottlenecks and Improving Response Times


Like many fast-growing service providers, QL-IT faced mounting pressure to respond faster, smarter, and more flexibly to customer inquiries. Managing high volumes of incoming calls effiecintly and without compromising service quality turned into a real challenge, a fragmented customer experience and internal stress on the team.


What QL-IT needed was more than a chatbot or a simple IVR system. They needed an intelligent, proactive assistant that could act on context, automate decisions, and route customers with purpose.



The Solution: Smart Voice Bots for Smarter Customer Service


QL-IT implemented an AI-driven voicebot solution powered by botario that automates incoming call handling through advanced speech recognition and workflow logic and is seamlessly integrated into their communication infrastructure.


The solution’s capabilities include:

  • Natural Language Understanding (NLU): The voicebot understands spoken language, captures intent, and routes conversations intuitively.
  • Real-time Process Automation: The system checks the current status of QL-IT’s Cloud PBX and integrates with Outlook calendars to assess real-time availability of employees.
  • Contextual Routing: Based on caller intent and staff availability, the bot routes calls to the right person — or proposes alternative contact options instantly.
  • Speech-to-Text Technology: Incoming messages are transcribed in real time, enabling faster decision-making and documentation.
  • Custom Callflows & Scalability: Built using botario’s low-code platform, QL-IT’s team can easily adapt or expand workflows as business needs evolve.


The Impact: Smarter Communication, Happier Teams, Better Service


This is more than just a technical upgrade — it’s a strategic shift in how to engage with its customers.

  • Response times are faster, and call-handling is smarter and more accurate.
  • The QL-IT team is more efficient, with fewer interruptions and better allocation of workload.
  • Customers now enjoy a smoother, more professional communication experience, without waiting in queues or being misrouted.
  • QL-IT’s internal processes are more resilient and future-proof, positioning them as a tech-forward service provider in a competitive market.

By transforming call handling into a proactive, intelligent process, QL-IT is positioning itself as a digital enabler for modern communication workflows.

Partnering with NFON & botario: Future-Ready, Secure, Integrated

What sets this solution apart is not just the technology — it’s the strength of the platform and the partners behind it.

AI + Telephony in One Platform

NFON and botario bring together deep telephony expertise and cutting-edge AI capabilities in one integrated stack.

German Hosting, GDPR Compliance

All services are hosted in Germany, ensuring full data protection and privacy compliance — a critical factor in today’s landscape.

Low-Code Customization

botario’s drag-and-drop interface empowers partners like QL-IT to build, iterate, and expand without heavy developer dependencies.

Expert Support & Partnership

NFON provides strategic implementation support and training, ensuring partners can focus on value, not just configuration.

Looking Ahead: Scaling Smarter Communication


As AI capabilities evolve, early adopters like QL-IT gain a competitive edge by delivering faster, smarter, and more efficient customer service. As QL-IT continues to grow, their communication infrastructure is now ready to grow with them — driven by automation, powered by AI, and built on a trusted cloud platform. This success story is a great example of how NFON and botario are helping businesses unlock new levels of efficiency, responsiveness, and customer satisfaction.


Ready to transform your operations with AI? Explore the power of NFON and botario’s AI-powered solutions today. Learn how AI bots can revolutionize your communications, streamline workflows, and drive efficiency.

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