AI Voice Agents for Call Centers & BPOs

The agent's workflow

1. 1

   Replaces legacy IVR with natural-language intent capture

2. 2

   Authenticates the caller against your customer database

3. 3

   Resolves tier-1 requests end-to-end (balance, status, reset, address change)

4. 4

   Escalates complex calls with full transcript and intent to a live agent

5. 5

   Routes to the correct skill queue based on intent + customer tier

6. 6

   Integrates with Five9, Genesys, NICE, Talkdesk, Amazon Connect, and Twilio Flex

7. 7

   Handles overflow during volume spikes without growing headcount

8. 8

   Posts call dispositions, transcripts, and QA scores into your CRM

9. 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

What's included