Voice AI

Voice AI that works inside your contact center.

AI agents that answer your phones in natural conversation, resolve real requests, and hand off to your team with full context — through the same numbers, queues and reporting as everything else.

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24/7

Answer every call

After hours, at lunch and during peaks — no caller waits on hold for a simple answer.

Resolve

Do the work

Look up accounts, send links and complete requests, not just answer FAQs.

Handoff

Escalate smoothly

Connect to an available agent who can see the AI conversation so far.

Measure

See the results

Transcripts, actions and AI resolution rates in your reporting.

Natural Conversation

Callers talk. It understands. Things get done.

No "press 1 for…" and no rigid scripts. Callers explain what they need in their own words, and the AI agent responds naturally — answering questions, looking things up and completing requests during the call.

For anything sensitive, it confirms who it's speaking with by sending a one-time code by SMS before it shares account details or takes action.

Natural voicesAccount lookupSMS verificationReal actions

✦

Voice AI · Live call

Main line · Northstar Storage

Hi, what time are you open until today, and can you tell me what I owe?

✦

Sure. Our Riverside office is open until 6pm today. For your balance, I'll just send a code to the mobile on your account.

⚙

SMS verification

Code sent to mobile ending 4821 · Confirmed

✓

⚙

Account lookup

Matched by caller number · Balance retrieved

✓

✦

Thanks, you're verified. Your balance is $124.50. Would you like me to text you a link to pay online?

Transcript saved to conversationResolved by AI ✓

Handoff to your team

When a person is the right answer

✦ Connect To An Agent

Reason: Customer wants to discuss a billing adjustment on his account at the Riverside store. Verified by SMS · Account matched.

Queue

Connect to an available agent

Store

Transfer to a location

Voicemail

Transcribed to the inbox

Connected to Ava · Customer Care

3 agents available

Part of the Contact Center

Not a bolt-on. A member of the team.

Voice AI sits in your call flow alongside IVR menus, queues and voicemail. When a caller needs a person, it checks who's available and connects them to the right queue. Your agent can see what the caller told the AI, why it handed over and what it has already done — so nobody repeats themselves.

It can also transfer to a store, take a voicemail, or move the conversation to SMS to send a link or document by text. If something unexpected happens, calls fail over to your team rather than leaving the caller stranded.

How call flows and queues work →

Built-In Capabilities

Ready to work from day one.

Voice AI comes with the capabilities a contact center needs. Available actions depend on the integrations configured for your business.

Answers from your knowledge

Policies, services and FAQs from your knowledge base.

Store information

Hours, directions and the nearest location for any of your stores.

Account lookup

Recognise customers by their phone number and find their account.

SMS verification

Confirm identity with a one-time code before sensitive actions.

Send by text

Text links, documents and details during the call.

Capture requests

Record issues and commitments for your team to follow up.

Transfer & handoff

To a queue, a store or voicemail, with context.

Industry actions

Purpose-built actions for industries like self storage.

Control & Visibility

You stay in charge of every call.

Every AI call is recorded as a conversation with a full transcript. Review what was said, see what actions were taken, and measure how many calls the AI resolves without help.

Choose the voice that suits your brand, decide which knowledge bases it draws on, and keep its answers current by updating your knowledge base.

Full transcripts

Every AI call saved to the conversation.

AI resolution

See which calls the AI resolved and which it handed over.

Your choice of voice

Pick the natural voice your callers hear.

Safe failover

If something unexpected happens, calls go to your team.

How it fits together

Voice AI is where it starts. The platform does the rest.

The same AI and knowledge work across SMS and web chat. Your team handles what the AI hands over from the same inbox, and every call — AI or human — feeds your rosters, dashboards and scorecards.