An AI voice assistant is software that holds a spoken phone conversation, understands intent, and completes tasks or escalates to a human.
An AI voice assistant is software that holds a spoken phone conversation: it listens, understands the caller’s intent, decides what to do, and replies in natural speech — and, crucially, takes an action such as updating a CRM or checking an order. It differs from IVR, which only routes calls through a fixed menu, and from a chatbot, which handles text rather than real-time voice. Under the hood it runs speech recognition (STT), a language model for understanding and decisions, text-to-speech (TTS), and an integration step that connects to systems of record. Example: a sales team uses an AI voice assistant to call inbound leads within seconds, qualify them against set criteria, and book meetings for reps — while unqualified or complex calls are escalated to a human with full context.
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