AI Voice Assistant

What is AI Voice Assistant?

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.

BSG covers this in more depth in Why AI Voice Bot is a Future of Customer Support With BSG.

Related terms

• Interactive Voice Response (IVR)
• Automatic Speech Recognition (STT/ASR)
• CPaaS

Related BSG products

• Conversational AI Voice
• AI Support Assistant
• AI Leadgen Manager