Voice Agent

The agent integrates with your phone system and uses AI to interpret and automatically respond to questions – via calls, chat, or web forms. Before the agent starts answering calls, we help you define how the agent should respond and what knowledge it should use to answer the questions.

The agent can be used for phone calls, web chat, and in some cases even email forms. It can be easily integrated with your existing telephony and web solution.

You can choose between several predefined roles based on your needs:

Night Agent – handles calls outside of business hours, such as nights and weekends.

Receptionist – a professional front desk function that forwards calls or answers simple, common questions.

Overflow Agent – captures calls that would otherwise be missed during peak hours.

Service Desk Agent – specialized in assisting with support cases and technical inquiries.

Yes. The agent is trained and configured according to your routines. We help you define the welcome message, choose the agent’s voice and tone, and determine how the agent should act in specific situations.

We help you provide the agent with the documentation needed to answer questions, such as content from your FAQ pages and any internal guides. We assist in structuring the information and prompting the agent correctly to ensure precise and accurate responses.

It depends on which agent you choose. For example:

• 24/7 for around-the-clock support (Service Desk Agent – 100 calls per day)
• Evenings and weekends only (Night Agent)
• Only when queue time exceeds X minutes (Overflow Agent)

If the agent can’t find an answer or if the customer asks for human assistance, the call or case can be escalated to a human agent or logged in your CRM/ticketing system as an email.