OnDial runs AI survey calls in over 100 languages, captures structured AI customer feedback in real time, and writes every response straight into your CRM before the caller has put the phone down.
Overview
AI survey automation is the use of a conversational voice agent to conduct customer surveys over the phone, understand spoken answers using natural language processing, and convert those answers into structured data without a human interviewer.
The system places or receives a call, greets the respondent, confirms consent, and works through a survey script that branches according to the answers given. Every response is transcribed, scored, categorized, and pushed into your CRM, data warehouse, or BI tool.
Enterprise CX and voice of customer teams use automated customer surveys for post-interaction CSAT and relationship NPS. Operations and quality teams audit service delivery across branches and field technicians. Product and research functions run concept tests and win-loss interviews.
Response rates rise because a conversation is easier to complete than a form. Data quality rises because open-ended answers are captured verbatim. Cost falls because the marginal cost of an additional survey call is close to zero once configured.
Challenge
Email survey response rates in most enterprise programs sit in the low single digits, which means the reported score is built on the loudest fraction of your customers. Phone research teams solve representation but cannot scale past a few thousand completions per quarter. Feedback collected four weeks after an interaction describes a memory rather than an experience.
Comparison
| Focus | Traditional process | OnDial AI Voice Agents |
|---|---|---|
| Channel | Email surveys ignored by most recipients | Voice conversation completed in two to four minutes |
| Depth | IVR keypad menus that capture a digit and no context | Open-ended answers captured verbatim and themed automatically |
| Scale | Human interviewers limited by shift hours and cost | Calls placed at the respondent's preferred hour, in their language |
| Timing | Weeks between interaction and feedback | Survey triggered hours after the event |
| Coding | Manual coding of open-ended responses | Automatic sentiment, theme, and intent tagging |
| CRM | Results sitting in a separate research tool | Responses written directly into the CRM record |
| Languages | One language, or expensive per language | 100+ languages from the same configuration |
Solution
The pipeline starts with an input event rather than a schedule. A closed ticket, completed delivery, discharged patient, or renewed policy triggers the survey. The AI conversation engine handles turn-taking and interruptions, the survey workflow branches based on each answer, and data flows into your CRM without a manual export step.
Process
A CRM event, ticket closure, or scheduled wave queues the respondent for an AI survey call.
OnDial dials out or answers, identifies itself as an automated assistant, and confirms consent.
Questions asked in the respondent's preferred language with adaptive branching.
Scores, themes, sentiment, and verbatim quotes captured live during the conversation.
Structured fields and full transcript written to the customer record automatically.
Detractors, service failures, and escalation requests create tasks or trigger warm transfer.
Thank you message where appropriate, and call summary delivered to reporting tools.
Features
Adaptive voice surveys with verbatim capture and live CRM synchronisation.
Capabilities
Beyond the feature list - behaviours that separate a defensible survey program from bulk dialling.
Benefits
Industries
Post-interaction feedback for regulated and high-volume verticals.
Conversation
Outbound dial or inbound call received.
Automated assistant identified and purpose stated.
Consent requested and logged; decline ends the call and suppresses re-contact.
Intended respondent confirmed where required.
Adaptive branching based on each answer.
Distress or compliance issues trigger escalation branch.
Detractors receive diagnostic follow-up; promoters get referral prompt.
Structured fields and transcript written to customer record.
Confirmation message and call summary delivered to reporting tools.
Integrations
Native connectors and REST API so responses land in fields your existing reports already read.
Security
Every conversation, transcript, and recording is governed by AI-specific controls covering retention, redaction, and access.
Languages
Automatic language detection on connect, mid-conversation switching while holding intent and context, and 99.4% transcription accuracy across supported languages.
Deployment
Call flow audit, intent mapping, system access, compliance review.
Agent configuration, knowledge base ingestion, integration wiring in the no-code builder.
Sandbox calls, accent and language validation, escalation logic, security sign-off.
Phased traffic cutover with a solution architect on call, then tuning against live data.
Outcomes
Comparison
| Capability | Human agent | Traditional IVR | OnDial |
|---|---|---|---|
| Open-ended answer capture | Yes | No | Yes |
| Availability | Shift hours | 24/7 | 24/7 |
| Languages supported | Per agent hire | Limited | 100+ |
| Cost per completed survey | High | Low | Low |
| Adaptive follow-up questions | Yes | No | Yes |
| Automatic theme coding | Manual | Not applicable | Automatic |
| CRM write-back | Manual entry | Limited | Real time |
| Scale to millions of calls | No | Yes | Yes |
| Escalation to a human | Not applicable | No | Warm transfer |
Pricing
Usage-based and enterprise tiers, with implementation support across all plans.
For teams validating AI Call Automation on a single use case, with core integrations and standard support. Usage-based pricing with no long-term commitment.
For multi-market, multi-workflow deployments requiring SSO, advanced compliance controls, dedicated environments, and an SLA. Includes a named solution architect.
For regulated or high-complexity environments needing bespoke integrations, specific data residency, or on-premise considerations.
Straight answers on consent, languages, integrations, and compliance.
A phone-based survey conducted by a conversational AI agent that asks questions out loud, understands spoken answers, and records structured responses without a human interviewer.
Get Started
Model cost per completion, response rate uplift, and closed-loop coverage against your current program.