AI Voice Agent
What is AI Voice Agent?
An AI voice agent is software that handles phone calls through natural conversation — understanding what a caller says, taking action, and escalating to a human when needed.
An AI voice agent is a conversational system that answers and places phone calls the way a person would, without a fixed menu. It uses automatic speech recognition (ASR) to turn speech into text and natural language understanding (NLU) to work out the caller's intent, then either resolves the request — checking an order, rescheduling a delivery, sending a payment link — or routes it with full context. Unlike a legacy IVR, which forces callers through keypad prompts, an AI voice agent lets them state their need in one sentence and adapts in real time. It handles both inbound calls (support, FAQs, routing) and outbound ones (reminders, confirmations, surveys), and can detect emotional tone to escalate sensitive calls to a human. Businesses deploy AI voice agents to raise containment, cut cost per call, and free agents for judgment-heavy work. For example, a retailer might use one to resolve “where is my order” calls end to end, escalating only disputes or complaints to a live team.
For more on this, see BSG's Why AI Voice Bot is a Future of Customer Support With BSG.
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