Natural language
No “press 1” unless a legacy system still needs the tone.
Use case
Callers say why they called. Airtorch routes, resolves, or collects digits only when a downstream system still requires them.
No “press 1” unless a legacy system still needs the tone.
Queues, skills, and hours map to the paths you already staff.
Know which intents the agent finished and which still need a queue.
An agent that understands the sentence is faster than a tree they try to skip.
Account numbers and PINs can still be entered by keypad when speech is a bad idea.
Start with the largest leaf of the old tree. Leave the rest on the existing queue until you trust it.
Start with one queue. Hear it on a test call before a customer does.