An AI voice agent that answers every call — and knows when to hand off
Calls go unanswered after hours, and hiring more phone staff does not scale. The agent answers 24/7, books and routes calls in real time, and connects to the systems you already run. It only helps if it survives latency, interruptions, and the moment it has to pass a caller to a human — the three things a demo skips.
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// Built for high call-volume operations across healthcare, dental, automotive, property management and legal.
This is a production system, not a prototype. It ships with the boundaries and evaluation described above: 24/7 answering with barge-in handling, named integrations, a rule-based human handoff, and a scenario-suite evaluation run against your real call types before it takes a live call. Book a discovery call and we map your call types and stand it up on your number.
- What we build: a production AI voice agent that answers 24/7, books and routes in real time, and hands off to a human on defined rules.
- Who for: ops and CX leads at any business with high inbound call volume — healthcare, dental, automotive, property management, legal.
- In what timeframe: a fixed path from discovery call to a supervised soft launch, scored against your real call types before it goes live.
What the voice agent actually does
Two jobs: answering the calls that come in, and making the calls that should go out. Start with a knowledge base, a calendar, and a phone number — the agent handles the conversation on both sides.
Inbound — when a customer calls you
- Answers 24/7 — nights, weekends, and overflow when the front desk is slammed
- Holds a real conversation — handles interruptions, small talk, pauses, and accents
- Speaks 30+ languages, including English, Ukrainian, and Spanish (voices via ElevenLabs)
- Captures structured details — name, phone, date of birth, insurance, reason for the call
- Books, reschedules, and cancels appointments in real time when your calendar is connected
- Qualifies the caller — intent, urgency, spend range — and scores the lead
- Routes the call — warm transfer to a specific person or department, or takes a detailed message
- Answers FAQs from your knowledge base — hours, location, pricing, services
- Sends a confirmation by SMS or email after the call
Outbound — when the agent calls out
- Appointment reminders, a day or an hour before
- Reactivation of dormant customers and patients
- Confirmations and reschedules
- Post-visit surveys and NPS collection
- Payment reminders — with a human handoff for the payment itself
- Warm-lead follow-up from web forms
Same skills, active outside business hours. Priority calls transfer to your on-call person; everything else lands in a next-day queue with full context attached.
What it plugs into — by name
Most voice-AI pages say "connects to your CRM." That tells you nothing. Here is what the agent connects to, and roughly how long each takes.
Twilio, Vonage, Telnyx, Plivo (Vapi-native). Zadarma for Ukraine-focused SIP. An Asterisk / FreePBX bridge for any SIP-compliant on-prem PBX. Port your existing business number or provision a new one.
HubSpot, Pipedrive, Bitrix24, Salesforce, Zoho, Monday, Notion, Airtable. Anything with an API: a custom connector in 1–2 days.
Google Calendar (ready today). Outlook / Microsoft 365 via Graph API (1–2 days). Calendly, Acuity, SavvyCal. SimplePractice, Booker, and Mindbody for industry-specific booking.
Stripe payment links, Twilio SMS, SendGrid email — for post-call actions.
Each vertical integration takes 2–5 days, depending on how open the system's API is.
What you can configure
- Voice, tone, accent, and speaking speed
- Persona and brand language — "Hi, this is Sarah from Dr. Smith's office…"
- Scripts per campaign or call type
- Knowledge base — upload PDFs, service lists, price sheets
- Business hours and holiday schedules
- Multi-branch routing — a call reaches the right location's calendar
- Escalation rules — who gets the transfer, and when
- Compliance mode — HIPAA-aware pauses, PCI blackout during payment prompts
Where it deliberately hands off to a human
A voice agent that tries to answer everything is how you end up apologizing to a caller. The agent is built with hard boundaries, not hopeful ones. It hands off — with the full call context — in every one of these cases:
- Emotional escalation — an angry, distressed, or complaining caller is transferred, not contained
- Clinical or medical decisions — it never diagnoses, prescribes, or interprets results
- Legal or financial advice — it takes a message, it does not advise
- Payment card entry — a secure link, or a transfer to a PCI-compliant tool
- "I want to talk to a human" — always honored, no forced containment
- Anything outside its trained scope — a polite handoff instead of a made-up answer
- Compliance-sensitive data — driver's licence numbers, SSNs, medical records are gated by an explicit business rule
Knowing where it stops is what makes it safe to put on your main line.
How we measure it before it goes live
The agent is scored against a scenario suite built from your real call types, before it takes a single live call. We measure:
- Task-completion rate — did the call reach its goal
- Latency — round-trip, speech-in to speech-out, low enough that the caller never feels a pause
- False-handoff and missed-handoff rates — it escalates when it should, and only when it should
- Transcription accuracy on your vocabulary — names, drugs, models, policy numbers
If it does not clear the bar, it does not ship.
How you get it running
A fixed path from first call to live line — not an open-ended build.
- 01
Discovery call — 30 minutes
We map the use case (inbound, outbound, or both), your current call volume, the systems in play, and which calls must always reach a human.
- 02
Number provisioning — 1–2 days
We provision a new SIP number or port your existing business line.
- 03
Assistant configuration — 3–5 days
Persona, voice, scripts, and knowledge base. We connect your calendar and CRM.
- 04
Staging test calls — 2–3 days
Real dials against a test number. We refine scripts from actual transcripts and fix the edge cases.
- 05
Soft launch — 1 week
Partial hours or a single location first, with human oversight on every transcript. Then we iterate and widen.
Frequently asked questions
Why do most AI voice agents fall apart on real calls?
Three things a demo never tests: latency, interruptions, and handoff. A caller will not wait two seconds for a reply, will talk over the agent, and will occasionally need something the agent cannot do. If the build has no latency budget, no barge-in handling, and no hard handoff rule, it sounds fine in a scripted demo and fails on the first real call.
What is an acceptable response latency for a voice agent?
Round-trip latency — speech-in to speech-out — needs to stay low enough that the caller does not perceive a pause, which in practice means budgeting every hop: transcription, model inference, and text-to-speech.
Can the agent handle being interrupted mid-sentence?
Yes. Barge-in handling is a first-class requirement, not a nice-to-have. The agent stops speaking when the caller starts, re-listens, and picks up the new intent rather than finishing its scripted line.
When does the agent hand off to a person?
On a defined rule, not a guess. Anything below a confidence threshold, any request the agent is not authorised to complete, and any explicit ask for a human triggers a warm handoff with the full call context passed along.
How do you measure whether the voice agent is good enough to ship?
Against a scenario suite built from real call types, scored before it goes live: task-completion rate, latency, false-handoff and missed-handoff rates, and transcription accuracy on your vocabulary.
Which industries get the most value from a voice agent?
Any business with high inbound call volume where calls go unanswered after hours and adding phone staff does not scale.
What languages does the voice agent support?
More than 30, including English, Ukrainian, and Spanish, with natural voices via ElevenLabs. The agent can also switch language mid-call based on the caller.
Is the voice agent HIPAA and PCI aware?
Yes. Compliance mode adds HIPAA-aware handling and a PCI blackout during payment prompts, and compliance-sensitive data is gated behind explicit business rules. Card entry is handed to a secure link or a PCI-compliant tool rather than captured by the agent.
Put it on your main line
The AI voice agent answers every call, books and routes in real time, connects to the systems you already run, and hands off cleanly when a human is the right answer. Start with a 30-minute discovery call — we will map your call types and tell you honestly what it can and cannot take off your team's plate.
Book a discovery call →