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Inbound voice agent

Always on call. Always on brief.

An AI voice agent that answers your calls 24/7. It resolves what you’ve approved and passes the rest to the right person, with the context.

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Calls are answered day and night, weekends included.

24 hours a day

24 hours.

  • Calls answered.
  • Before the office opens.
  • Through the lunchtime rush.
  • After everyone has gone home.
  • While your team sleeps.
  • Weekends included.

Natural conversations

Their words. Your answers.

The agent introduces itself as an AI assistant, lets callers explain in their own words and answers only from the information you’ve approved. You decide which requests it handles.

Questions
“What time do you close on Saturday?”
Answered from information you’ve approved, like opening hours or prices. If it isn’t covered, the agent says so and takes a message.
Bookings
“Can I move my appointment to Thursday?”
The agent finds a free slot in the calendar you connect, confirms it with the caller and records the change.
Messages
“Could someone call me back this afternoon?”
Name, number, reason for the call and a good time to ring back, captured as structured fields for your team.
Handoffs
“I need to speak to someone about my invoice.”
Topics you mark for a person go to the colleague you choose, with a summary. Out of hours, the agent takes the details for a callback.

How a call runs

From first hello to the right next step.

  1. 01

    Answer

    Every call is picked up, at any hour. The agent is set up to say it’s an AI assistant.

  2. 02

    Understand

    It works out what the caller needs and checks it against the requests you’ve set.

  3. 03

    Capture

    Name, number and the reason for the call are recorded as structured fields.

  4. Then it ends one of three ways

    • Resolve

      Questions answered from your approved information.

    • Book

      Appointments made or moved in the calendar you connect.

    • Hand off

      Complex or sensitive calls go to the right person, with the context.

On the call · handoff to your team

When a call needs a person, it reaches the right one.

You decide which topics go to a person, who receives them and during which hours. The caller’s details, the request and a summary of the call are passed on, so nobody starts from scratch.

Inbound call

Interactive walkthrough · fictional, scripted example

Fictional, scripted example of an inbound call: Sam, a patient, calls Lumen Physio at 07:42, before opening, and speaks with the clinic’s Neva AI voice agent.

Transcript:

  1. Agent: Good morning, Lumen Physio. You’re speaking with the clinic’s AI assistant. How can I help?
  2. Sam: Hi. I need to move my appointment on Wednesday.
  3. Agent: Of course. Could I have your full name and date of birth?
  4. Sam: Sam Reid, fourteenth of March 1988.
  5. Agent: Thank you, Sam. I can see Wednesday at 09:00. I can offer Thursday at 17:30 or Friday at 08:15.
  6. Sam: Friday at 08:15, please.
  7. Agent: Done. You’re booked for Friday at 08:15, and Wednesday is released. Anything else?
  8. Sam: Yes, actually. My knee still swells after the exercises. Should I be worried?
  9. Agent: That’s one for your physiotherapist, so I won’t guess. I’ve passed it to the team with your details, and they’ll call you back this morning.
  10. Sam: Great, thank you.
  11. Agent: You’re welcome, Sam. See you on Friday.

Extracted: Request: Move Wednesday’s appointment; Caller details: Sam Reid · date of birth taken; Appointment: Moved to Fri 08:15; Second request: Clinical question · for a physio; Routed to: Physiotherapy team · callback. Outcome: Appointment moved · callback requested. Friday 08:15 confirmed · Wednesday released. Knee question routed to the physiotherapy team, details attached. Recorded · ready for follow-up.

After the call

Where each call goes next.

Each outcome is sent to the tools your team already uses: the calendar, CRM or helpdesk you connect. Which connections you need is agreed per project.

  • Appointments go to your calendar.
  • Caller details go to your CRM.
  • Requests go to your helpdesk.
  • Handoffs go to your team.

Ready to answer every call?

Tell us which calls you get. We’ll show how the agent would answer, record and route them.

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