Voice AI Assistant and Virtual Receptionist

A voice AI assistant greets people who call your business, understands what they want by talking with them and acts on it: it gives basic information such as opening hours or your address, takes appointment requests and transfers the call to the right person or department. Unlike keypad menus, callers can say what they need in their own words.

When does a virtual receptionist help?

• Calls that go unanswered at busy times or outside office hours
• Most calls being about the same few topics: address, opening hours, prices, appointments
• A front desk trying to handle the phone and walk-in visitors at the same time
• Callers being asked many questions just to find the right department

How does a voice AI assistant work?

The caller's speech is first turned into text, the assistant understands the request and prepares its answer, and the answer is read out in a natural voice. These three steps have to run quickly and smoothly for the conversation to feel natural, so we choose the speech technology provider together based on its speech recognition quality in your language and its response delay. As with our other assistants, the answers rely on information you have approved.

Fitting your phone setup

We plan the solution around the phone system you use. With a cloud phone system the assistant can be switched on for a specific line or at specific times; with a fixed line, call forwarding options are reviewed. Whether the assistant answers every call, works only outside office hours or takes over the calls your staff cannot answer depends on how your business operates.

Appointments and records

The assistant collects what an appointment request needs (name, phone number, requested service, preferred day and time) and passes it to your team. If your booking system can be connected, it can check free slots and create the request directly; in that case we apply the same approval and logging rules as for AI agents. A summary of the call is sent to the right employee.

Telling callers what to expect

Callers should know at the start of the call that they are talking to an AI assistant. Whether calls are recorded, how long recordings are kept and how callers are informed are agreed at the start of the project; we recommend working with your legal adviser so these notices meet your privacy obligations. Callers can always ask to speak to a person.

Using voice together with other channels

Most questions asked on the phone are also asked on your website and on WhatsApp. Sharing one knowledge base between the voice assistant, your website chat assistant and WhatsApp lets you update information in one place. Depending on scope, callers can also receive details such as your address or an appointment summary by WhatsApp or SMS after the call.

How is a call script prepared?

A phone script needs to be shorter and clearer than a chat script; long sentences and lists of many options are hard to follow on a call. We prepare it in these steps:

1. We list the topics of recent calls and how often each comes up.
2. We write short, single-message answers for the most frequent topics.
3. We decide when a caller is transferred to a person and what happens outside office hours.
4. We test that product, service and place names are pronounced correctly.

Once live, call summaries are reviewed; phrases that were misunderstood and calls that ended early are used to improve the script.