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NFON’s Scalable and AI-supported solutions The current NFON NEXT 2027 strategy is certainly heavily weighted on AI and the new opportunities it represents. In an interview in February 2025, with Jana Richter, she acknowledged that when the decision was made to restructure the organisation, it was to include “not just AI engineering” but also product management and UX design to foster innovation in intelligent experiences. In January, Richter stated, “The more precisely we understand our customers’ requirements, the better we can further develop our solutions, and thereby make a real difference as a provider of AI- based business communications. The key points for companies that deploy our solutions are improvements in customer experience, efficiency and productivity enhancements, and stronger and smarter decision-making processes.” Currently Richter has approximately 60 NFON employees engaged in various AI projects within the sustainable innovation cycle: from initial idea and concept through to data
NFON Delivery And the NFON innovation is being delivered, at pace. With Wesselmann and Richter’s heritage of Deep Learning, LLM’s, Cloud, Data and AI, embedding processes and enhancing capabilities of core products seems to come naturally. Within months NFON Intelligent Assistant emerged, enabling partners and customers to connect with NFON using integrated modern methodology and technology. The first releases, under
Andreas Wesselmann Chief Technical Officer
the strategic pillar of Business Telephony, is a global website chatbot and voicemail transcription. The AI-based chatbot Nia has been introduced on the NFON website.
The AI-based chatbot Nia has been introduced on the NFON website
NFON’s intelligence assistant is available to provide visitors with rapid and precise information and immediate help with queries, 24/7. “Nia is a knowledgeable assistant that not only provides answers quickly, it also gives users the confidence that their questions will be answered competently and efficiently,” notes Richter. NFON’s voicemail transcription is set for general availability at the end of March 2025. This new function enables companies to transcribe voicemails quickly and accurately without having to listen to an entire audio recording. The transcripts are delivered via e-mail, making it easy to manage and record information. The function will be available in the web and desktop apps as well as in the mobile app. Both AI-integrated launches represent the first steps of many, in a series of planned AI integrations, into NFON’s cloud telephony. Future innovations include AI-based statistics, automated analysis of e-mail attachments and smart routing for more efficient customer communication.
science and engineering as well as implementation and practical applications. Having such an inclusive culture means that the
innovation loop is rich with perspectives from web
clients, mobile clients, the admin portal and also technical consulting and professional services. The gift of Richter’s previous experience from a big organisation, is being embraced into a mid-size company setting where agility and enablement comes to the forefront,
and as she puts it, “We can have a direct influence on what we do and where we’re going. So that’s a very exciting journey, right? It really has a direct impact on what we execute.”
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