SALESFORCE IVR
Salesforce IVR, replaced by an AI that just answers.
An AI receptionist answers every call, works out why they’re calling, and checks the record before it routes or resolves anything. No keypad. Change how it routes with clicks, in seconds, no ticket to IT.
The menu isn’t the problem. It’s everything the menu can’t see.
The IVR menu adds delay
Every extra option is a few more seconds before the caller reaches anyone, and your caller who’s already frustrated is doing that maths in real time. The menu solves a routing problem by making people wait longer.
The menu doesn’t know who’s calling
A keypad tree treats a first-time caller and your ten-year customer exactly the same way, because it can’t see the record behind the number. Every call starts from the same blank menu, regardless of what’s actually known.
Every change waits on IT
Updating a menu, adding an option, or changing where a queue routes to usually means a ticket and a wait. So the menu your team doesn’t like tends to just stay exactly as it is.
None of this is the caller being difficult. It’s a menu that doesn’t know what your CRM already knows.
Callers don’t press 1. They just talk.
AI answers on intent
The AI understands the reason for the call from what the caller actually says, then resolves it directly or routes it using that intent alongside whatever’s already on the CRM record.
Configured, not coded
Skills, VIP status, queues, callback and overflow are all settings inside the org, changed by an admin with clicks rather than a request to a vendor.
Customer results verified June 2026 · Available on the Salesforce AppExchange · SOC 2 Type II and ISO 27001 compliant
Trusted by 400+ global contact centres
Worth knowing before you book a call.
Built for teams already running Salesforce as their system of record, with a genuine voice motion and a contact centre of real scale. If everything needs to live on your own servers, or Salesforce isn’t where your customer data actually sits, this isn’t the right answer.
See it on your own org
Hear how it handles a real call, not a script.
“Our 30% initial deflection rate is translating directly into operational cost avoidance, equivalent to the work of multiple full-time agents.”
Will callers get worse service without a menu to fall back on?
The opposite is the goal. Secret Escapes replaced their legacy IVR maze with this approach and held CSAT steady while 30% of calls were handled end to end by AI, live in six weeks.
Is this predictive routing?
No. Routing acts on live CRM data and what the caller actually says, not a prediction.
How quickly can we change the routing once it’s live?
With clicks, in seconds. No ticket to IT.
How much does this cost?
Pricing depends on the number of agents, channels and AI capability you need. See full pricing at natterbox.com/products/pricing, or book a demo for a number based on your setup.
IVR is one piece of a bigger platform.
Routing on intent and CRM data solves the specific problem of a menu that can’t see who’s calling. It’s part of a wider Salesforce-native contact centre: telephony, CTI, an outbound dialler and call routing, all running inside the same org, with an AI workforce and a human-in-the-loop model, so routine calls resolve themselves and everything else reaches a person with full context.