AI agents
Voice AI consultant
The CONTACT.WORK voice AI consultant is an AI agent that talks to customers over the phone. It answers inbound calls instantly, replaces your touch-tone IVR, and calls customers automatically – after a web form submission, a missed call, or a CRM event. The AI consultant answers from your company's knowledge base and the customer record, and hands complex questions to a rep, who immediately sees the transcript and a summary of the call.
Customer“Where's my order? It was due yesterday”understoodCRMorder 4518 – out for deliveryfoundReply“The courier will deliver today by 6 PM”spokenSummarysolved without a repfilledIn-call tools
AI consultant tools for calls
Everything runs by your rules: what to offer, who to transfer to, and when to call.
Examples
Where the voice AI consultant works
One task is enough to start: after-hours calls, one IVR branch, or appointment reminders. Add more tasks after a pilot, once you see the results.
Answers with no wait
The AI consultant answers with no wait and looks up the caller in the CRM by phone number: it sees open orders, appointments, the contract, and past inquiries, including chat conversations. It shares information that can't be disclosed to a stranger only after verification, by order number or date of birth. It can reschedule an appointment or change an order by itself once the customer confirms the change. It answers partners and suppliers based on the terms of their contract. During peak hours, it handles simple inquiries itself, so the queue for reps is shorter, and after hours it takes every call.
- Caller record and history
- Verification before personal data
- Nights, weekends, peak hours
Customermatched in CRM by numberrecordRevieworder number 4518 givenpassedRequestmove appointment to FridayunderstoodChangeFriday, 3 PM – customer said “yes”in CRMA phone menu with no keypresses
Instead of "press 1," callers hear "How can I help?" and the AI consultant works out the topic from the answer, even if the customer takes the long way around. When a customer asks two questions at once, it handles them one at a time. If the caller is silent, unclear, or calling from a noisy street, it rephrases the question, and if it still doesn't understand, it offers a keypad choice. It resolves service questions – where's my order, when are you open, how do I book – by itself and transfers other calls to the right department. Use it in place of your entire IVR or on just one branch.
- Two questions in one call
- Keypad fallback
- Whole menu or one branch
Greeting“Hello, how can I help?”saidRequest“reschedule delivery and ask about a return”two topicsDeliverynew date – after customer's “yes”in CRMRefundreturns team, with a summarytransferEvent-triggered calls and campaigns
The AI consultant calls automatically when something happens in the CRM or on your website: a new lead or a missed call gets an immediate callback; an abandoned cart gets a call to find out what got in the way and help finish the order; a delayed order gets a heads-up and a new date; an expiring contract gets a renewal offer; after delivery, it asks for a rating and hands unhappy customers straight to a rep. For high-volume tasks – reminders, surveys, offers – it works with the auto dialer, which dials only during permitted hours in each contact's time zone, screens out answering machines, retries, and skips anyone who opted out of calls. Calls come from your company's numbers, so customers see a familiar caller ID. The outcome of every call is logged in the CRM, and a request to call back later schedules a follow-up call.
- Callback within a minute
- Calls after CRM changes
- High-volume tasks with the auto dialer
Delayorder 6120 – new date Nov 3approvedCart3 items not checked outissuedContractexpires in 7 daysrenewedDeliveryrated 2 of 5to repAll three use cases share one knowledge base and one set of transfer rules. The AI consultant that answers chats uses the same knowledge base: fix an answer once, and the update is reflected in both calls and chats.
Answers and oversight
Answers, call transfers, and AI consultant training
Knowledge
Only verified answers
The AI consultant says only what is in the knowledge base – services, prices, policies – or in the CRM: this customer's orders and contract terms. If it has no answer, it doesn't make one up; it says it will follow up and passes the question to a rep, and the question lands on a list of topics missing from the knowledge base. Answers for the phone are written short, because long lists and tables don't work by ear.
- Company knowledge base
- Caller's orders and contract
- No answer – hand off to a rep
Knowledge basearticle “Out-of-state delivery”foundCRMcustomer's order and addressreviewedDeadline2-4 days – from knowledge baseverifiedNo answerdiscount question – to a repadded to topic listTransfer
The rep picks up where the AI left off
The AI consultant transfers calls by rules you set: the customer asks for a person, is unhappy, disputes a charge, the question falls outside the script, or it misunderstood the answer twice. The rep gets the call with a transcript, a short summary, and the customer record, and continues from where the AI consultant stopped. A manager can listen to its calls and barge in on any of them.
- Your transfer rules
- Transcript and summary on screen
- Managers listen and barge in
Reasonrefund amount disputeruleSummarycustomer expects a $430 refundsentRecordorder 7781, previous ticketopenRepAnna, returns teamon the lineTraining
Learns from real conversations
Training material comes from recordings of your reps' calls and of the AI consultant itself, with names and phone numbers removed. Experts mark reference answers, common mistakes, and different ways of phrasing the same request. We check every new version against the reference answers. A new version replaces the previous one only if it answers more accurately and is no worse on any question.
- Recordings without names or numbers
- Reference answers and mistakes flagged by experts
- Only improvements get released
Recordings3,200 calls, names and phones removedtranscribedReference answersexpert marked 280 answersreadyCheckagainst reference answerspassedVersion 9more accurate, no regressionsready to releaseMonitoring
Details of every call
For each call, you see the transcript with both sides of the conversation, what the AI consultant understood the caller wanted, the customer data and knowledge base content the AI consultant relied on, pauses before answers, interruptions, duration, the reason for transfer, and the outcome. Calls worth reviewing are flagged separately: the customer repeated a question, asked for a rep, hung up mid-answer, or called back about the same issue. These calls go to an expert for review, and the expert's notes are used to fine-tune the AI consultant and adjust its behavior rules. Reports show what share of calls it resolved without a rep, which topics it most often transfers to a rep, and which calls ended without resolving the customer's issue.
- Transcript and answer sources
- Pauses, interruptions, repeats
- Transfer reason and outcome
Transcriptfull call, turn by turnyesRequest“refund for a cancellation”recognizedPause2.8 s before answerslowTransfercustomer asked for a repreasonSummaryrefund processed by represolvedCompliance
Recording, consent, and personal data
From its first words, the AI consultant announces that the call is recorded and introduces itself as a virtual assistant. Promotional calls go only to numbers with the contact's consent, with Do Not Call list support, and a request to stop calling is saved to the CRM right away and removes the number from future campaigns. Personal data is stored in your CRM and the platform. If you install the platform and models on your own hardware, recordings and transcripts stay inside your company.
- Recording notice
- Consent and opt-outs in the CRM
- Cloud or self-hosted models
Bookingdisclosure at startplaysConsents1,840 of 2,300 numbersselectedOpt-outs37 “don't call again”in CRMDatamodels on company serverin your networkLaunch
How we launch the voice AI consultant
- 01Call flowsWe listen to call recordings and sort topics: what the AI consultant resolves itself, what goes straight to a person, and the signals that decide it.
- 02KnowledgeWe rewrite knowledge base answers so they work by ear and connect the CRM: caller lookup, orders, appointment booking, and changes.
- 03TelephonyWe connect the AI consultant to an inbound line, an IVR branch, event-triggered calls, or outbound campaigns and set transfer rules.
- 04VoiceWe choose speech recognition and synthesis, the voice, the pace, and the pronunciation of your brand names, and test on recordings from your real line.
- 05PilotWe route part of your calls to the AI consultant and compare it with your reps: resolution rate, transfers, repeat calls, and customer ratings.
- 06LaunchWe hand the AI consultant all calls on the selected topics and keep fine-tuning it based on monitoring reviews.
Requirements
What the AI consultant needs
- Telephony
- Asterisk with the CONTACT.WORK connector
- Knowledge base
- Short answers to the questions people ask by phone
- CRM
- Bitrix24, Kommo (amoCRM), or any CRM with an API: lookup by phone number, orders, logging outcomes
- Models
- Speech recognition, LLM, and speech synthesis: cloud or on-premises
- Campaigns
- Auto dialer contact lists and contacts' consent to promotional calls
- Cost
- In the cloud – per minute of conversation; on your server – no per-minute fees
- Launch
- From 1 day in the cloud
Preparation
What to decide before launching the AI consultant
Q&A
Frequently asked questions
How is the AI consultant better than a touch-tone menu?
Customers say what they need right away instead of listening to a list and guessing the right key. It understands both a long explanation and a short "where's my order," clarifies details, and resolves the question itself; when a specialist is needed, it connects the caller to the right department and passes along a short summary. If speech can't be recognized, the keypad remains as a fallback.
How does the AI consultant work with the auto dialer?
The auto dialer places the calls, and the AI consultant talks to whoever answers. It doesn't read a script word for word: it steers the conversation toward the campaign goal, answers follow-up questions, and logs the result in the CRM.
Which languages are supported?
The AI consultant speaks English and understands natural, conversational English, including everyday expressions. When your callers speak other languages, it talks to them in theirs – for example, Spanish – and you can set up a separate IVR branch for each language.
How well does the AI consultant understand natural speech?
It understands meaning instead of hunting for keywords: slips of the tongue, rephrasing, and clarifications don't throw it off, and if the customer interrupts, it stops and listens. Last names, addresses, order numbers, and brand names are the hardest to catch by ear, so it repeats them back for confirmation, and we add your terms and brands to the speech recognition vocabulary.
How fast does the AI consultant respond?
Latency depends on the models, the connection, and the server – we tune them so the pause before an answer feels like talking to a person. If it needs time to look up data, the AI consultant says so, so the customer doesn't think the call dropped. Long pauses show up in monitoring and are reviewed separately.
How many calls can the AI consultant handle at once?
It depends on your server and connection capacity. Before launch, we look at how many calls come in during your busiest hour and size resources for that volume.
Will customers know they're talking to AI?
They will. At the start of the call, the AI consultant introduces itself as a virtual assistant. That's the honest approach: customers get annoyed when they figure out on their own that they weren't talking to a person. If a customer asks for a rep, the call is transferred without pushback.
What if the AI consultant gives a wrong answer?
Flag the call in monitoring or send us a message. An expert will find the cause and fix the knowledge base or the behavior rule, and the next version of the AI consultant will answer correctly.
How do we know the AI consultant helps us lose fewer customers?
Reports show the share of calls handled without a rep, the number of orders, appointments, and renewals resulting from calls, and cancellations with their reasons. Customers who called back with the same problem are highlighted separately and reviewed first.
How much does the voice AI consultant cost?
In the cloud, you pay per minute of conversation, and the per-minute rate drops as volume grows. When the models run on your hardware, there are no per-minute fees. Preparing call flows and the knowledge base, as well as training, are billed in support hours under your support plan. Contact us for pricing.
Glossary
Terms on this page
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- Knowledge base
- All answers, policies, and prices in one place – for agents and AI. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- Personal data
- Anything that points to a specific person: a name, a number, a voice. Learn more →
- Speech-to-text
- Turns spoken conversation into text. Learn more →
- Model fine-tuning
- An existing model is trained further on company materials so it speaks the company's language. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Large language model (LLM)
- A neural network that understands questions asked in everyday words and answers the same way. Learn more →
- Text-to-speech
- Reads text aloud in a human-like voice. Learn more →
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