In practice
Real work moments.
Make value measurable.
Every use case starts with a real question. Before you start, we agree how value will be measured. You keep approval and control.
Every solution has one job. One shared foundation.
Use cases
Three solutions in detail.
Each with a clear next step.
TalkToCustomers and TalkToKnowledge are the core paths. TalkToExpert closes the knowledge loop. Four more solutions follow as an overview. The work moments are examples, not customer references.
TalkToCustomers
Resolve
Answer recurring customer questions from approved sources. Recognise knowledge limits, collect the details needed and hand open issues to the responsible team.
“I need service for the air conditioning in my living room.”
Example: service request via the website
- A
A service request
The customer describes her request in her own words.
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Understand. Ask. Hand over.
The voice clarifies the request and asks follow-up questions.
- B
A qualified next step
Your team takes over with the details collected.
Control
- Source. Answers rely on approved sources.
- Follow-up. The voice asks for missing details.
- Handover. To the responsible team, set up per project.
Solution concept. Availability and scope agreed per project.
Your next step
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Choose topic and channel
One defined information area and one main channel.
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Set sources and handover
Approved information and one responsible team.
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Pilot with a measurement plan
We measure requests confirmed as resolved and correct handovers.
TalkToKnowledge
Answer
Ask a work question in natural language. Get answers grounded in approved company sources.
“Which process applies here, and where is it documented?”
Example: a question at work
- A
A question at work
An employee asks in her own words.
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Ask. Find. Understand.
The voice answers from approved knowledge.
- B
An informed next step
Grounded in documented sources.
Control
- Source. Answers rely on approved manuals.
- Version. Every knowledge state stays traceable.
- Handover. Open questions reach the owner. The route is set in the project.
Start with a Knowledge Check. Sources, access and scope agreed.
Your next step
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Choose task and team
One team and the questions from its everyday work.
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Approve sources
You decide which documents apply.
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Evaluate the Knowledge Check
You see what can be answered with evidence and where knowledge is missing.
TalkToExpert
Capture
Capture unwritten know-how in guided conversations. Turn it into structured drafts, reviewed by your team.
This closes the knowledge loop.
“The manual doesn’t cover what I do in this case.”
Example: statement in an expert interview
- A
Know-how in one mind
An experienced colleague will retire soon.
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Interview. Structure. Review.
Guided questions capture context. The draft goes to review.
- B
Knowledge in your system
Approved guidance for answers, onboarding and everyday work.
Control
- Review. Your team reviews every draft.
- Approval. Nothing from a conversation enters the knowledge base without human approval.
- Version. Approved knowledge flows back as a new knowledge state.
Solution concept. Scope and review agreed per project.
Your next step
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Choose a topic
One topic with a real knowledge gap.
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Name the experts
A few experts and one knowledge owner.
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Pilot with a measurement plan
We measure the reuse of approved knowledge building blocks.
More TalkTo solutions
Four more solutions
on one shared foundation.
Each solution uses the same Voice Operating Layer for one specific job. From explaining your products to acting in your systems.
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TalkToProduct
Explain: products and variants
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TalkToData
Reason: with business data
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TalkToTrain
Practise: customer conversations
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TalkToProcess
Act: processes by voice
Four solutions. One shared foundation.
Status: TalkToProduct and TalkToProcess are solution concepts. TalkToTrain is a pilot concept with a training partner. TalkToData is consulting and integration. We agree scope and data access per project.
Case study · Mining, South Africa
Knowledge transfer in mining.
Safe from day one.
One of the world’s largest mining groups uses Overmind at a site in South Africa. New employees and contractors learn the safety rules before their first shift. After that, approved knowledge is available by voice around the clock.
- A
Before the first shift
New employees practise the safety rules in conversation, in several languages.
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Practise. Ask. Confirm.
TalkToTrain asks questions and explains. Trainers approve.
- B
Knowledge around the clock
In daily operations, TalkToKnowledge answers from approved sources.
Goal: prevent accidents.
Through training before the first shift and knowledge that is always within reach.
- Source. Only approved safety rules and work instructions.
- Approval. Trainers confirm what has been learned.
- Version. Every version of the rules is traceable.
Case study · Retail, Europe
A European retail giant
and its inner voice.
A large European retail chain has introduced its “inner voice”. Since August 2025, staff in all its stores have been finding internal knowledge by asking. In German, English, Turkish and Hungarian.
- A
A question in the store
The customer is waiting: “What was the exchange policy again?”
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Ask. Find. Understand.
The inner voice answers in full sentences and suggests follow-up questions.
- B
An answer with a source
With a link to the right document from the approved manuals.
Case study · Pharmacies, Austria
Reaching new target groups
for pharmacies in Austria.
A lack of young talent from Generation Z is causing serious shortages in pharmacies. “Steffi” supports young people in choosing a career. She motivates them and gives practical tips on applying.
- A
A question about career choice
Example: “How does an apprenticeship in a pharmacy work?”
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Ask. Motivate. Guide.
Steffi answers in the target group’s tone and gives tips on applying.
- B
A next step
From first interest to application, with the right information.
Goal: attract young talent.
Meet young people where they are: in conversation and in their own language.
Nominated for the PRVA Glanzstücke 2026 in the Digital Communication category.
- Source. Approved information on the profession, training and applications.
- Tone. Communication is adapted to Generation Z.
- Sign-off. The client approves content and tone.
What partners say
Perspectives from consultancy.
“Voice AI is not just innovation – it is indispensable for renewable energy providers who want to hold real-time dialogues with data, optimise processes and actively accelerate the energy transition.”
Translated from German.
“Overmind delivers tailor-made voice AI for companies in a market that is growing too fast to keep up without the right network.”
Translated from German.
“Sales thrives on people and on well-aligned processes. Overmind’s voice AI helps us and our clients enter into a dialogue with data, minimise friction and make better sales decisions.”
Translated from German.
The portraits show the people quoted.
What we measure
Make friction in operations
measurable.
We commit to clearly defined process metrics and share demonstrable added value. The unit of count, baseline and counter-metrics are agreed in advance. We measure completed work.
Cycle time
From request to completed case. Measured against the baseline.
Right first time
How often a case succeeds without rework.
Waiting time
How long a question waits for an answer or handover.
System switches
How often work switches between systems, channels and people.
Reused knowledge
How much know-how is reused as an approved building block.
Review and risk effort
The effort for confirmation, roles and evidence per case.
If a question is out of scope, a reasoned handover is a success.
We measure processes, not individual people.
Questions that were never asked before do not count retrospectively as lost time or money.
What a pilot looks like
Start small. Measure properly.
Then decide.
If the task is clear, each solution’s next steps above lead to the pilot. If the use case is still open, start with the briefing and the opportunity workshop. Approval and control stay with you.
The path
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Briefing
An hour and a half on the capabilities and limits of Voice Intelligence. Result: one or two candidate areas.
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Opportunity
Collect and assess use cases. Result: a recommended first deployment.
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Pilot
Typically eight to twelve weeks. Measurement concept, sources, integration and scope of action. Result: baseline, data quality and scope of action tested under real conditions.
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Decision
Review the results together. You decide: stop, expand or adjust the scope.
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Operations
Quarterly value and knowledge review. Result: actions, scope, next TalkTo solution.
Steps 2 and 3 in detail
Finding the first use case
Start with conversations, not with technology.
- Map conversations. Who speaks, how often, about what, where things get stuck.
- Spot voice moments. Busy hands, recurring expert knowledge, many systems, time pressure, documentation load.
- Define the impact. Metric, current state, how it is measured.
- Check the data. Sources, timeliness, contradictions, access rights.
- Assess. Benefit, volume, data availability, effort, risk, ownership.
- Choose a flagship use case. Limited, measurable, with clear ownership.
You assess the candidates with us in the 4C opportunity workshop, format 2.
What the pilot produces
- Sources. An approved source list.
- Ownership. A named knowledge owner (steward).
- Acceptance questions. They also cover out-of-scope requests.
- Conversation sketch. With standard case, edge case and handover.
- Voice. Configured and checked by people in a listening test.
- Interface. A designed conversation interface.
- Access. Time-limited access for participants.
- Measurement plan. With baseline and unit of count.
- Scope of action. What the voice may do, with approval levels and an operating profile per project.
What you contribute
- Documents. Access to the documents.
- People. The people responsible for the knowledge.
- Figures. Volumes and times of today’s process; estimates are fine.
- Test environment. A test system or sample data.
- Contact. One person for each connected system.
Scoping document
Download · For preparation
The workbook covers task, work area, user group, expected benefit, metrics and knowledge sources. This helps you scope the pilot and replace assumptions with evidence.
English · HTML, fillable in your browser
Workshops
From the first briefing
to live operations.
Thirteen formats support you. Every format ends with a tangible result. You can use it even without a follow-on engagement.
- Process. Enquiry, preliminary call, preparation, workshop, follow-up call.
- Result. A document within five working days.
- Location and language. On site or by video, in English or German.
- The four Cs. Context makes the deployment relevant, Code operational, Culture accepted, Compliance trustworthy.
What is worked out in the workshop stays with you.
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Briefing
Format 1: understand capabilities and limits, find candidates.
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Opportunity and value
Formats 2 and 3: choose the first deployment, define the measurement concept.
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The four Cs
Formats 4 to 7: set up Context, Code, Culture and Compliance.
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Voice experience
Format 8: design touchpoints and the interface.
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Supporting go-live
Formats 9 to 11: steward training, expert interviews, team launch.
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Operations and review
Formats 12 and 13: review value and knowledge, enable partners.
Step 6 leads back to step 1: the review opens the next TalkTo solution.
Formats 1 to 3
Getting started
Before the project. Understand, find the opportunity, make value measurable.
1 · Executive briefing “Voice Intelligence & VOP”
Duration: an hour and a half, on site or by video.
Participants: executive management and heads of department, up to 15 people.
Goal: understand what Voice Intelligence can do and where its limits lie.
Result: shared terms. One or two candidate areas. A date for format 2.
2 · 4C opportunity workshop
Duration: one day on site or two half days by video. Report after five working days.
Participants: sponsor, department heads and process owners, practitioners, IT. 6 to 10 people.
Goal: find and weigh up where Voice Intelligence achieves the most. Decide on the first deployment.
Result: opportunity report. Priority matrix and recommended starting point. A first outline of the scope.
3 · Value and measurement
Duration: half a day. Part of the pilot.
Participants: CFO and finance, process and data owners, sponsor. 3 to 6 people.
Goal: define how the benefit is measured.
Result: data set for measuring value. Scope and measurement plan for the pilot. A first value scenario.
Formats 4 to 8
Implementation
Setting up the project. Formats 4 to 7 follow the four Cs.
4 · Context: knowledge and sources workshop (KSE)
Duration: half a day. The source list is prepared beforehand.
Participants: subject-matter owners, knowledge management, heads of service and operations, IT. 4 to 8 people.
Goal: clarify which knowledge is valid, who owns it and what answers are measured against.
Result: approved source list. Acceptance questions and conversation sketch. A named steward.
5 · Code: integration and scope of action
Duration: half a day.
Participants: IT, system and process owners, information security. 3 to 6 people.
Goal: define which systems the voice is connected to and what it may do there.
Result: integration plan. List of actions with approval levels. Chosen operating profile.
6 · Culture: social coding and adoption
Duration: two half days, one to two weeks apart.
Participants: team or brand, HR, works council, target group (part 1). 6 to 8 target users (part 2).
Goal: tune the voice to its users and prepare the rollout. Social coding adapts the conversation to chosen needs. It does not assess people.
Result: speaking rules. Configured conversation strategy. Listening log and rollout plan.
7 · Compliance: trust and data boundaries
Duration: half a day.
Participants: data protection, information security, legal, works council, IT. 3 to 6 people.
Goal: clarify which data flows where, what is logged and where people take over. Not legal advice.
Result: data flow sketch. First version of the rule set. Open legal questions with owners.
8 · Touchpoints and voice experience (Frontend)
Duration: half a day.
Participants: marketing and brand, product management, sales and retail, web team. 3 to 6 people.
Goal: design where people meet the voice.
Result: touchpoint map. Page profile and clickable prototype. Go-live checklist.
Formats 9 to 11
Enablement
Around go-live.
9 · Steward training (TalkTo)
Duration: half a day with your own knowledge base.
Participants: stewards, subject-matter owners, deputies. 2 to 6 people.
Goal: enable stewards to review and approve knowledge.
Result: stewards who are ready to work. Review rules and deputies. A fixed weekly review slot.
10 · Preparing expert interviews (TalkToExpert)
Duration: half a day.
Participants: knowledge management or HR, managers, 2 to 3 experts, the future steward. 4 to 8 people.
Goal: capture tacit knowledge that today exists only in people’s heads.
Result: ranked list of topics. Interview guides for three topics. Interview schedule.
11 · Team launch and champions
Duration: two hours per group, up to 12 people.
Participants: end users, team leads, champions.
Goal: at launch, everyone talks to the voice themselves. They know how to report errors.
Result: everyone has spoken to the voice. A one-page guide “How we use it”. Named champions.
Formats 12 and 13
Operations and partners
Format 12 in live use. Format 13 for partners who facilitate themselves.
12 · Value and knowledge review
Duration: two to three hours, quarterly.
Participants: sponsor, CFO and finance, process owners, steward.
Goal: review what the voice achieves, where knowledge is missing and what comes next.
Result: action list. Decision on scope. Basis for renewal.
13 · Facilitator training for partners
Duration: one day, plus one jointly facilitated session with your first client.
Participants: agencies and independent consultants with access to clients.
Goal: partners facilitate formats 1, 2, 6 and 11 themselves.
Result: partners deliver these four formats on their own. Overmind approves outcome commitments.
Getting started
Find your first work moment
together.
In the workshop, you clarify use case, metric and ownership with us.
Start with one team, one task and approved sources.
VOP = Voice Operating Layer · KSE = Knowledge Structuring Engine
Solution concept. Availability and scope agreed per project.
Images created by AI · overmind.one
