We’re excited to introduce the AI Voice Agent - a powerful AI-driven solution designed to optimize how you can effectively manage inbound calls. The AI Voice Agent ensures seamless interactions, reducing missed calls and improving efficiency.
Users can add an AI Voice Agent to relevant numbers to answer callers' questions, take their information, and answer calls when no human agents are available.
Benefits of the AI Voice Agent
With AI Voice Agent, businesses can streamline their customer support operations and enhance overall efficiency. Some key use cases include:
- Handling FAQs automatically, reducing workload for human agents
- Capturing caller information and providing structured data for follow-ups
- Ensuring 24/7 phone coverage to eliminate missed calls
- Seamlessly handing over call recaps to human agents in Aircall Workspace for follow-ups
Using AI Voice Agent
AI Voice Agent is available to all customers and operates as an independent product powered by AI. You do not need the Aircall AI paid add-on to access it. While there is no cost to enable the feature, usage is billed based on a consumption-based model, measured in minutes.
You can enable the AI Voice Agent directly from the Dashboard and take advantage of the free trial. Additionally, you can track your usage in minutes right from the Aircall Dashboard. Please refer to this page for up-to-date information on pricing and regions.
What features are available?
- Create and manage multiple AI Voice Agents
- Available in 4 languages: English, Spanish, French, German, and Dutch
- Personalize each agent with a Name, Voice option, and Tone of voice option (Casual and friendly or Serious and formal)
- Add general context for each AI Voice Agent: Company Name, Company description, and Greeting message
- Provide Knowledge for each agent, which will be used to answer answer questions from callers
- Establish Intake questions that the AI Voice Agent will ask callers. You can add follow-up questions based on the callers answers.
- Easily view calls answered by an AI Voice Agent in Aircall Workspace, as well as see the outcome of the Intake questions
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Transfer to human agents: When a caller asks to speak to someone or the AI Voice Agent reaches its limits (for example, where a query is too complex) AI Voice Agent can now transfer the call directly to your team. All context is passed along automatically, so agents can pick up where the AI left off
FAQ
Set up & Configuration
If an AI Voice Agent is assigned to multiple lines and needs to be removed, does it need to be removed individually from each line?
Yes, you will need to track and remove AI Voice Agents individually from each assigned line.
Can I add links when configuring an AI Voice Agents?
You can add links, but they won't be used as a source of knowledge. The AI Voice Agent will read the link aloud when appropriate - spelling it out like a phone number or similar - but it will not access the information within the link.
What is the maximum length the Knowledge section can be?
Around 20 pages. However, we recommend optimizing for shorter and more concise knowledge bases that focus on the key issues you want the AI Voice Agent to handle.
Will I be charged when testing AI Voice Agent?
Test calls made through the testing section of the Aircall Dashboard are not charged, as they are for testing purposes only. However, calls made through a deployed agent in a phone line will be charged, as they are considered live calls in the flow.
Can I add multiple AI Voice Agents in a distribution?
Yes, adding several agents in a distribution is fine, as long as there are not several agents in the same branch or distribution path. You can set up 5 agents in 5 branches of an IVR, but not two agents in the same branch.
How do I enable the transfer to a human agent?
In the number flow where the Voice Agent widget is placed, make sure there’s a Ring To widget in the same branch. This tells the system where to route the call if an escalation occurs. The transfer is enabled by default and is triggered in two situations: 1) The caller explicitly asks to speak to a human; 2) After completing the question set, the VA determines that the caller may still need help
Post-call management
Will the agent send a recap of the interaction?
Yes, in the notes of the call in Aircall Workspace.
Will the recap still be available in Aircall Workspace even if the caller doesn’t want a call back, or they abruptly hang up?
Yes, the intake questions will just be left empty if they are not answered.
Will calls be recorded?
Yes, Aircall will leverage our regular transcript and recording capabilities.
If I have the Aircall AI add-on, will calls handled by a Voice Agent generate insights?
No, but we will soon work on this enhancement.
Is the whole conversation logged in Aircall Workspace and integrations?
Currently only the intake questions configured will log as notes.
What if a caller only answers, for example, 2 out of 4 questions?
The notes will show all questions answered before the call ends. If the call is cut off mid-way, the next questions may not appear or will be marked blank.
What does the agent see when a call is escalated from the VA?
In the Aircall Workspace, agents will see that the call was escalated from a Voice Agent — both in the ringing screen and in the call notes. The reason for the escalation is also displayed.
Where can I view escalated call data?
For now, escalations will appear in the Call Timeline, which is accessible through Live Monitoring and Call History.
How are recordings handled for VA calls?
If the call is handled entirely by the Voice Agent, a recording is available.If the call is escalated, only the portion after the handoff to the human agent will be recorded. The VA segment is currently not recorded - we’re working on improving this.
Why is my Virtual Agent transferring callers to voicemail instead of a human agent?
If the widget following the Voice Agent in your Smartflow is a voicemail or any non-"Ring To" widget, the system will still treat it as an escalation path. This means that even though the VA tells the caller they’re being transferred to a human agent, they may be sent directly to voicemail instead. To ensure a proper transfer to a live agent, you must place a "Ring To" widget after the Virtual Agent. If you do not want the call to escalate, you should remove any widgets after the VA entirely.