What is an AI voice agent?
An AI voice agent is software that talks with callers on the phone: it turns speech into text, decides what to say with a language model and answers aloud. It can also act during the call, for example booking an appointment or updating a record in the CRM.
Also called: voicebot, voice agent
Why it matters
Calls missed during busy hours or after closing are often lost customers. A voice agent picks up every call, handles routine requests and transfers the rest with a summary. The things to decide are which calls it takes, what it may book or change, and how callers reach a person.
1Speech in, speech outSpeech recognition, a language model and text-to-speech run in a loop fast enough to feel like a normal call.
2Voice agent vs IVRAn IVR menu asks callers to press keys; a voice agent understands what they say in their own words.
3Tell callersSay at the start that an automated assistant is answering, and test its Kazakh on your own recordings before launch.
ExampleA plumbing service in Almaty misses calls while its plumbers are out on jobs. The voice agent answers, asks about the problem and the address, offers a slot from the plumbers’ calendar and sends a confirmation on WhatsApp. Urgent jobs such as a burst pipe are put straight through to the plumber on call.
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Related terms
ChatbotA program that talks with people in a chat window, on a website, in an app or in WhatsApp and Telegram.AI agentSoftware that uses a language model to plan the steps of a task and carry them out in your tools.LLMA large language model: an AI model trained on huge amounts of text to read and write language.
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