AI voice agent

The agent answers the call: it understands the question, answers from your materials, books an appointment and transfers to a person if the conversation goes beyond its scope.

A voice agent connects to your phone system and picks up incoming calls. That is its job: it answers every call first, runs the conversation from your materials and passes to an employee what a person should handle. The limitations are worth understanding in advance: speech recognition works worse on a noisy line and with an emotional caller, so a fast switch to an employee is built in from the very beginning. The quality of an agent shows in two things: how many conversations it brought to a result on its own, and how promptly it handed over the rest.

What the voice agent does

  • Answers common questions from your materials: services, prices, opening hours, address
  • Books an appointment or creates a request with the necessary details
  • Transfers to an employee when the question is complex or the customer asks for a person
  • Leaves a transcript of the conversation and records the outcome in the CRM
  • Calls back or sends a message if it could not help during the call

How a call goes

Nothing changes in how people call you: the same number, the same phone system.

The call comes to your number

The agent connects to your phone system as a separate line and picks up incoming calls. The number, the carrier and the call recordings stay yours. Then you decide which requests it handles to the end and which it passes straight to an employee.

the number and the telephony stay yours

It hears your specific words

Speech is recognised on the fly, but an ordinary model hears the names of your services, brands, medicines, doctors’ surnames and neighbourhoods badly. We put all of this into a dictionary in advance, so that “Invisalign consultation” does not turn into “in visa line consultation”.

a dictionary for your niche

It looks for the answer in your base

The question goes to a knowledge base built from your materials: price list, policies, FAQ, wiki, website pages. The agent finds the right fragment and answers from it. What is not in the base, it will not say.

an answer with a link to the source

It does what the person called for

It books a free slot, creates a request with the necessary fields, gives the status of an order by its number, sets a task to call back. You approve the list of actions in advance — it will not do anything extra.

bookings and requests go straight into your system

It hands over to a person when it is time

The customer asked for a person, the question went beyond the scope, the conversation went round in circles, there is irritation in the voice — a transfer to an employee together with the context already collected, so the customer does not have to start over.

a transfer with context, no repeating

It leaves a trail

The recording, the transcript, the outcome and the next step go to the CRM or to Telegram. In the morning you have a list: who called, about what, and what has already been done on each request.

a review of every conversation

How a voice agent differs from call analytics

One talks to the customer, the other analyses what has already been said. The two are often confused.

Voice agent

Works in the moment of the conversation.

  • Picks up the phone and runs the conversation itself
  • Answers from your materials and books appointments
  • Transfers to a person when the question goes beyond its scope
  • Handles the incoming flow with no queue and no missed calls
  • Needs a connection to your telephony

Call analytics

Works after the conversation.

  • Analyses recordings of conversations between people
  • Checks every call against your checklist
  • Shows quotes and timecodes
  • Answers the question of what is going on in the sales team
  • Access to the recordings is enough

What it looks like in a real project

What the business gets

Speed of response. Calls are answered on the first ring at any time of day — no missed calls and no queue on the line

Time saved. Routine questions about prices, the address, opening hours and order status stop taking up managers’ time

Lower costs. Peak load is covered without expanding the team and without a night shift

Nothing gets lost. The outcome of the conversation, the recognised details and the recording go to the CRM on their own

What is worth considering in advance

Voice projects disappoint more often than others because of inflated expectations. Here are the real limitations.

  1. 01

    Recognition is not perfect. Noise, a bad line, strong emotions — the quality drops, and the switch to a person has to be instant

  2. 02

    Some people do not want to talk to a machine. A request to transfer to a person is carried out immediately, with no attempts to push on

  3. 03

    A knowledge base is needed. The agent answers from your materials: without them it will talk politely about nothing

What it runs on

We are not tied to one vendor — and that is part of the savings.

OpenAIAnthropicGoogle GeminiOllama

We choose the specific model for the task and the budget: not everything needs the most expensive one. If the data must not leave your premises, we deploy an open model on your own infrastructure or in a cloud region you choose.

Integrations

your telephony and SIPspeech recognition and synthesisHubSpotPipedriveTelegram

Not a closed list: if your system has an API, we can most likely connect to it too.

Tell us what needs to be done

We reply within one working day. Scoping and the estimate are free.