Short answer
No. FirstNet AI Receptionist uses natural language rather than keypad menus, and hands complex or sensitive calls to a human agent in the Linkus app. The agent sees the call transcript and AI summary, so callers do not have to repeat themselves.
In detail
How escalation works:
- The AI Receptionist works out what the caller wants from what they say, then routes the call to the right menu, queue or extension.
- Intents that are complex or sensitive are escalated to a person automatically.
- Escalation rules are agreed during design and confirmed with sample calls before go-live.
- It can also capture a callback or trigger a voicemail-to-email flow instead of transferring.
- Every call produces a transcript and AI summary attached to the call record.
Callers tend to dislike badly designed IVR trees and bot loops with no way out. The AI Receptionist is built the other way round: it is trained on your own documents, website pages and FAQs, and designed to hand over to a human as soon as a request becomes complex. FirstNet does not promise 100% intent recognition, which is why a human escalation path is part of every set-up rather than an optional extra.
Source: FirstNet Cloud PBX & Unified Communications service page →
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