AI Voice Agent Module
The AI Voice Agent module automates inbound telephone calls using conversational artificial intelligence, empowering businesses to provide seamless 24/7 voice customer service. It answers customer calls, addresses frequently asked questions with natural human-like voice models, books appointments, and intelligently transfers calls to human representatives or relevant departments when needed. Following each call, it transcribes audio, produces AI-driven summaries, and enriches CRM contact profiles automatically.
1- AI Voice Agent Management Interface
1.a- General Voice Agents Overview
Navigate to the AI Voice Agent section from the main left sidebar to review active voice assistants, monitor call logs, and launch new voice agents.
2- Core Capabilities of the Voice Agent Module
| Capability | Description | Business Benefit |
|---|---|---|
| Inbound Call Handling | Answering incoming calls on connected Web Phone numbers automatically | 24/7 uninterrupted phone support |
| Knowledge Base & Scenarios | Dynamic dialogue flow backed by enterprise RAG knowledge bases | Consistent, compliant, and accurate responses |
| Voice & Persona Selection | Multiple language models, accents, male/female voices, and pacing | Brand-aligned acoustic identity |
| Audio Transcripts & Summaries | Full speech-to-text transcripts with automated analytical call summaries | Eliminates post-call manual logging |
| Automation Integration | Triggering SMS, WhatsApp confirmations, or tickets when calls end | End-to-end synchronized customer journeys |
3- Subsections and Guides
-
AI Voice Agent Activation
1.a- Enabling the Voice Agent license and linking Web Phone numbers to the system.
1.b- Basic PBX parameter configuration and initial operational settings. -
Voice Agent Menu Content
2.a- Navigating the agent directory, call history logs, and filtering criteria.
2.b- Analyzing call duration, resolution rates, and operational call metrics. -
Agent Content
3.a- Customizing system prompts, behavioral guidelines, and conversation logic.
3.b- Defining external API functions (order lookups, calendar bookings) and speech synthesis models.
Web Phone Requirement
To receive and initiate phone calls with the AI Voice Agent, your account must have at least one active Web Phone number connected within the platform.