Conversation design
Define call objectives, questions, confirmations and situations requiring human help.
AI Voice Agents for Business Calls
AI voice agents for business calls: enquiry handling, lead qualification, appointment booking and human handoff.
AI Voice Agents for Business Calls
Make the first response useful.
An AI phone assistant can handle a routine enquiry, clarify the caller’s needs and pass agreed details to your CRM. We build voice bots for defined tasks such as knowledge-base answers, lead qualification and appointment booking. Call automation starts with a limited pilot, language evaluation and a clear route to a human agent.
A useful first contact
The assistant identifies itself and helps complete a specific action.
Capture data in the workflow
Agreed enquiry details move into the CRM or team queue.
Keep people within reach
Complex questions or customer requests trigger a transfer or callback.
Solution concepts
Imagine this working for your business.
Concept project
NORA
A voice front desk
An AI reception concept where the assistant identifies itself, clarifies the reason for calling and passes confirmed details to the team.
Inside the solution
- Clear AI introduction
- Enquiry clarification
- Team handoff
- Voice AI
- SIP
- CRM
Concept project
RELAY AI
Qualification with a human route
A first-brief assistant concept using focused questions, answer confirmation and specialist handoff with conversation context.
Inside the solution
- Focused brief
- Detail confirmation
- Operator context
- Conversation design
- Human handoff
- CRM API
Concept project
AURA VOICE
Book a meeting by voice
A voice booking concept with calendar availability, time clarification and explicit confirmation before an appointment is created.
Inside the solution
- Calendar availability
- Booking confirmation
- Assisted rescheduling
- Calendar API
- Voice AI
- Notifications
Original concepts for fictional brands, illustrating our approach to design and implementation.
What you get
What we deliver
Knowledge and boundaries
Connect approved information, constrain available actions and define responses when information is missing.
Integrations
Connect telephony, CRM and calendars. Check confirmations and duplicate-prevention behavior.
Conversation evaluation
Evaluate recognition, latency, interruptions, off-script requests and human handoff using agreed examples.
Automation with a clear boundary
The goal is not to replace every conversation. Select repeatable tasks with verifiable outcomes, and keep people involved where empathy, exceptions or judgment are needed.
Choose conversations with a verifiable outcome
Inbound enquiry intake
The agent identifies itself, captures the topic and approved contact details, then routes the enquiry to its owner. It must not invent discounts, deadlines or terms absent from approved information.
Appointments and rescheduling
Check available slots, time zones and action confirmation. A booking is complete only after the target system confirms it. Cancellation and rescheduling need an agreed customer-identification process.
Routine information requests
Use an approved knowledge base for opening hours, services and enquiry procedures. Exceptions, disputes and requests for a person need a separate route. Begin with a limited topic set.
What an AI voice pilot delivers
Conversation scope and permissions
Agree call objectives, required fields, permitted actions, confirmation wording and handoff triggers. Assign ownership for knowledge updates and review changes before publication.
Telephony and business connections
Review carrier, CRM and calendar capabilities. Give the assistant only necessary tools and permissions. A spoken response is distinct from a completed action: saying 'done' is insufficient without API confirmation.
Evaluation and controlled rollout
Create normal, ambiguous and failure scenarios for each language. Test noise, interruptions, pauses, unknown questions and human handoff. Expand live call volume after reviewing pilot evidence.
Example voice agent evaluation matrix
Illustrative pilot criteria, not results from a deployed customer agent. Record actual conversations, assessments and limitations during evaluation.
| Request or failure | Expected behaviour | Evidence to record |
|---|---|---|
| A corrected appointment date | Repeat the new date and obtain confirmation | One calendar entry with the correct date |
| The CRM is unavailable | Do not claim the enquiry was saved | A visible failure and an agreed manual route |
| A request for an operator | Transfer or arrange a callback | No repeated questioning loop blocks the request |
AI voice agent pricing and operating costs
Separate conversation design, integrations, language evaluation and maintenance. Running costs depend on minutes, concurrency, telephony, recognition, synthesis and model usage. Estimates state volume assumptions and provider terms.
Share one priority use case, languages, approximate call volume and connected systems. Sample enquiries can be anonymised. The pilot has its own acceptance criteria; readiness to expand follows evidence rather than a demonstration date.
Measure useful outcomes and AI errors together
Track tasks with confirmed outcomes, data accuracy, handoff reasons and response latency. Review automation rates alongside errors: a call completed without a person is not successful if the booking is wrong.
Agree providers, access to recordings and logs, retention and deletion. Evaluate attempts to exceed the scenario or perform unapproved actions before rollout. AI can make mistakes; important decisions need an appropriate human confirmation step.
Technical references
From brief to launch
A clear path to launch
Choose one use case
Start with a focused task and clear success criteria.
Build a prototype
Agree the voice, wording, knowledge and connected systems.
Test the boundaries
Test misunderstandings, clarifications and operator access.
Run a pilot
Review conversations and expand only after validation.
Before we start
Good questions before we start
Will callers know they are speaking to AI?
Yes. The conversation includes clear identification and an understandable route to a person.
What happens when the assistant does not know?
It should not invent terms or promises. We configure clarification, question capture and handoff according to the use case.
Can it connect to our CRM?
We review APIs, access and supported actions. Enquiry or appointment creation is tested in isolation before production integration.
Which languages can an AI phone assistant support?
Agree the language set for the chosen models and telephony. Evaluate each with your terminology, names and acoustic conditions; success in one language does not establish another's quality.
Can the agent set prices on its own?
It may use approved information and permitted rules. Individual terms, discounts and exceptions should go to an authorised member of staff.
What happens when a caller interrupts?
Test speech interruption, recognition of corrections and return to the task. Behaviour depends on the voice stack, so it belongs in pilot acceptance tests.
How do you prevent duplicate bookings?
Check repeated requests and confirmations using operation identifiers and the target system's capabilities. If an outcome is unknown, reconcile state before retrying an action.
Can we test before handling customer calls?
Yes. Begin with a test number, isolated data and an agreed dialogue set. Production connection is a separate rollout step.
Is the same setup ready for outbound campaigns?
Outbound work needs separate scope for purpose, contact sources, approved outreach rules, opt-outs and provider limits. An inbound pilot does not establish readiness for bulk calling.
What if the AI provider is unavailable?
Agree a fallback to an operator, message or callback. Test it with the phone system; unconditional availability of an external model is not promised.
AVIAL SERVICE
Which call should we simplify first?
Describe a recurring enquiry and the desired outcome. We will propose the scope of a pilot.
Avial Service
Request an estimate for an AI voice pilot
Describe your goal and current setup. We will clarify scope, costs and a first phase. An enquiry does not commit you to a purchase.
Tools for your project
Estimate IT service costs, book a consultation and try an enquiry automation example. Use the website check to start a discussion about technical SEO and page speed.