Call Centers & BPOs
AI Voice Agents for Call Centers & BPOs
Replace your IVR, deflect tier-1 volume, and free your live agents to handle the calls that actually need a human — with full conversation context on transfer.
The agent's workflow
- 1
Replaces legacy IVR with natural-language intent capture
- 2
Authenticates the caller against your customer database
- 3
Resolves tier-1 requests end-to-end (balance, status, reset, address change)
- 4
Escalates complex calls with full transcript and intent to a live agent
- 5
Routes to the correct skill queue based on intent + customer tier
- 6
Integrates with Five9, Genesys, NICE, Talkdesk, Amazon Connect, and Twilio Flex
- 7
Handles overflow during volume spikes without growing headcount
- 8
Posts call dispositions, transcripts, and QA scores into your CRM
- 9
Real-time dashboards for AHT, deflection rate, and CSAT
Common problems we hear from call centers & bpos
- •Tier-1 calls consume 60%+ of live-agent capacity
- •IVR menus cause caller drop-off and CSAT damage
- •Volume spikes force expensive overstaffing
- •Agents start every call cold without context
- •QA only samples 2% of calls
- •Multilingual coverage is expensive and hard to staff
Sample call script
AgentThanks for calling [Brand] support — this is Avery. In a few words, what can I help you with today?
CallerI need to check the status of my order.
AgentSure — can I get the order number or the phone number on the account?
CallerPhone number — 555-201-4488.
AgentGot it, I see order #44218 shipped yesterday and arrives Thursday. Anything else?
CallerActually, can I change the shipping address?
AgentI can help with that — I'll transfer you to a specialist now with all your info already loaded. One moment.
What's included
CRM integration & data sync
Missed call recovery in <60s
Outbound follow-up cadences
Calendar booking + SMS confirmations
Compliance-aligned scripts & disclosures
Weekly ROI & call quality reporting