AI-powered Hotline Overview
The AI-Powered Hotline is a modern reporting channel that allows employees and other stakeholders to report concerns through a natural voice conversation with the FaceUp AI voice agent.
It combines the accessibility of traditional hotlines with the convenience and comfort of modern digital technology, making it the most advanced voice reporting channel available. Reporters can speak freely without navigating keypad menus, complex options, waiting for human operators, or relying on translators. Meanwhile, organizations receive structured, high-quality reports that are ready for review.
The AI agent is available 24/7 and provides a simple, consistent, confidential, and user-friendly reporting experience across all supported regions. It can seamlessly switch languages during the call and guides reporters through a clear and natural conversation flow to gather all the necessary details without overwhelming the reporters.
How the AI-Powered Hotline Works
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A reporter calls the hotline number.
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The AI voice agent greets the caller and provides a welcome message with all necessary legal requirements (for example, stating that it is an AI system and that the call is recorded).
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Each hotline number has a default language, but reporters can switch languages at any time and the AI voice agent will automatically continue in the selected language.
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The AI voice agent guides the conversation in a calm and structured way.
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The reporter can describe the situation in their own words without rigid forms, keypad menus, or manual category selection.
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The system automatically:
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Records the entire call
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Creates a full transcript
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Stores the complete call recording for administrators to review
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Structures the transcript for easier review
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A case is automatically created in the FaceUp administration for authorized case managers to review.
After the call, the reporter receives a secure case key and follow-up link, which can be used to add more information or provide evidence later.
You can watch a short demo to see the caller experience and how AI Hotline cases appear in the administration here.
Key Features
Natural voice conversation
Reporters speak naturally instead of using keypad selections or structured voice menus. This makes reporting easier and more natural, especially in sensitive situations.
Consistent intake quality
The AI agent asks relevant follow-up questions to capture important details such as what happened, when it occurred, where it took place, and who was involved. At the same time, it is designed not to overwhelm the reporter with too many questions.
Confidential and secure
All reports are handled confidentially and routed securely to authorized personnel within the organization.
Automatic transcription, recording, and case creation
Every call is transcribed and converted into a structured case, saving time for case managers and improving investigation readiness. A full call recording is also available for review.
Case follow-up for reporters
Reporters receive a secure link after the call where they can add details or provide supporting materials without needing to call again.
Multilingual support
The AI agent automatically adapts to the reporter’s language, allowing organizations to provide accessible reporting channels for diverse workforces. There is no need to select a language from a menu — each number has a default language, and reporters can switch naturally during the conversation.
Scalable and always available
Unlike live operator hotlines, the AI-Powered Hotline is available at all times without queues, scheduling constraints, or operational overhead.
AI Hotline vs Other Hotline Types
Live Hotline
A human operator receives the call and manually documents the report. For some languages, interpreters may need to join the call.
Automated Hotline
Callers navigate structured voice menus using keypad selections and are then given an opportunity to describe what happened.
AI-Powered Hotline
Callers speak naturally with an AI voice agent that guides the conversation and automatically creates a structured report, including a full recording.
Next Steps & Related Articles
The AI-Powered Hotline is available as a paid add-on to your FaceUp platform.
To get started and learn more, see the related guides below:
- How to Set Up the AI Hotline
- Reporting via AI-powered Hotline (Caller Experience)
- Managing AI Hotline Cases (Administration Side)