DNA introduces new AI-assisted capabilities to its business reachability solutions

Although digital channels have increased, phone calls remain one of the most important and natural ways for customers to contact companies. For many organisations, the DNA Virtual PBX service has become a core solution for managing inbound calls and ensuring reachability. Now, the service’s core functionality is being expanded with intelligent add‑on features that enable entirely new use cases. 

According to Mari Eklund, Head of Communication Solutions for DNA’s Business segment, expectations for voice channel services have increased significantly. DNA is responding to this demand by improving corporate reachability and leveraging artificial intelligence to streamline call handling. The goal of the enhancements is to improve service efficiency and the overall customer experience from the end user’s perspective.

“Companies are currently under significant pressure to be easily reachable. Customers expect quick responses and smooth service, while at the same time resources are limited and there is a strong desire to automate work. Artificial intelligence has brought up new possibilities for addressing this challenge. It was therefore a natural step for us to take our switchboard service to a new level and enable companies to make more versatile use of incoming calls,” says Eklund. 

The renewed DNA Virtual PBX service includes, among other features, automatic caller information, integrations with companies’ CRM systems, AI‑generated call summaries, and quickly deployable voice announcements available in multiple languages. 

“These intelligent add‑on features have not been designed solely for large organisations. In small businesses as well, every call can have a significant impact on operations. For example, when a caller can be identified immediately and relevant information is available even before the call is answered, service becomes significantly faster,” Eklund adds. 

New features of the DNA Virtual PBX service 

• DNA Caller information – Identifies the caller based on the phone number and displays the information to the call recipient before the call is answered 
• DNA AI Call Note – Automates call documentation and enables information to be saved directly into the CRM system 
• DNA AI Announcement – Converts a written customer notice into a voice announcement in the same language, for example for exceptional situations or changes in opening hours 
• DNA Connector – Integrates calls with the company’s back‑end systems and displays customer information directly from the CRM system during the call 

DNA will continue to develop AI‑assisted capabilities, with additional new features to be introduced later this year. 

Media Inquiries:

DNA Corporate Communications, tel. +358 44 044 8000, communications@dna.fi