Industry · Call centers
AI voice agent for call centers and back office
An AI call center does not mean a call center without people. Many calls are the same: confirmations, reminders, surveys. The AI voice agent takes the repetitive volume, and your people keep the cases that really need them. It does not replace your team, it works alongside it.
Updated 3 October 2026
Which part of a call center can an AI agent take over?
Look at a day in any call center. Some calls need judgement, empathy or negotiation. Others are the same three questions asked hundreds of times: are you still at this address, do you confirm the appointment, how would you rate the service. The first kind is your people's job. The second kind wears them out.
The AI voice agent takes the second kind. It does not get tired, it keeps the same tone on the hundredth call and it writes the outcome in the same place, in the same format. Think of it as a layer of automated campaigns next to your team, not as a new call center.
It also handles multilingual campaigns: the agent speaks Romanian and 83 more languages, which matters for teams serving customers across the EU. See the available languages.
One call, from your list to the note in your system
The agent starts from your list, calls, listens and hangs up with a clear outcome. Each outcome has its own path: what gets written, which message goes out, when it calls again.
- 01Source
- Your list from CRM, ERP or a file
- 02Call
- The agent calls within your time window
- 03Conversation
- The conversation introduces itself, states the purpose, call recorded
- 04Outcome
- Confirmed everything is correct
- Change address, date or product
- Declined the reason is noted
- No answer calls again at the set time
- “Do not call me” the request is respected
- 05Gets written
- ERP or CRM the outcome and the call note
- WhatsApp, SMS, email the after-call message
- Report in the portal recording, transcript, summary
- Restriction list the person leaves the campaign
Which campaigns can an AI call center run?
Confirmations
Orders, appointments, attendance. A short call with a clear outcome: confirmed, refused, call back later. Example: COD order confirmation.
Reminders
Before an appointment, a deadline or a payment. A call or a message at the right time.
Surveys
After a delivery or a visit. The answers are collected in reports. See phone surveys and feedback.
Missing documents
Calls to customers whose case file is still incomplete. Scenario: missing documents recovery.
Follow-up
After the call, a WhatsApp message, SMS or email with what was agreed. See follow-up after the call.
Inbound calls
A first answer at peak times or after hours, with the transfer to colleagues set up during configuration. See 24/7 call answering.
How do retries, calling hours and reports work?
Any call center knows that one call does not mean one conversation: people who do not answer have to be called again. The platform has a retry cadence, meaning the times when the agent calls again and the number of attempts after which it stops.
Calling hours define when it is allowed to call, and “do not call me again” requests are respected. The system avoids calling the same person twice for the same case.
In the portal you see the campaigns, the contact lists, every call with its recording and transcript, the outcomes and the reports.
No answer? It calls again at the set time, not at random
You choose the time windows, the gap between attempts and when it stops. The agent sticks to them, and once the person answers, the cadence ends.
- 10:00 Call 1 · no answer next attempt in 4 hours
- 14:00 Outside the window the call waits until 15:00
- 15:00 Call 2 · no answer unanswered calls are not charged
- 19:00 Call 3 · answered outcome written, cadence stops
- day 2 Duplicate blocked same person, same case: not called again
Example rules: windows 09-13 and 15-20, retry after 4 hours. You choose them.
How does it fit into your existing call center?
The safest path is a gradual handover, not a full replacement.
-
Pick one repetitive campaign
Usually one with a simple outcome, such as confirmations. Everything else stays as it is.
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Define the handover
Decide which cases go to people: complaints, refusals with a reason, special requests. The agent flags them and the call appears in the portal with a summary.
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Connect your systems
The contact list comes from your CRM or a file, and the outcome goes back into the CRM or ERP. See the integrations.
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Test on a small batch
Listen to the calls, adjust the instructions and only then increase the volume.
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Track the results
Read the reports and choose your own indicators. Every call has an outcome you can check.
AI voice agent, in-house operator or outsourced call center?
It is not either-or. Most teams combine them.
| Criterion | AI voice agent | In-house operator | Outsourced call center |
|---|---|---|---|
| Repetitive campaigns | A good fit, high volume | Possible, but tiring | A good fit, under contract |
| Difficult cases | Hands them to people | Resolves them | Depends on training |
| Flexibility | You start or stop the campaign yourself | Depends on the rota | Depends on the contract |
| Control | Calls, transcripts and outcomes in the portal | Through a supervisor | Through reports |
What stays with your people?
- Complaints and unhappy customers
- Negotiations and exceptions
- Sensitive or high-stakes cases
- Deciding what goes into an automated campaign and what does not
- It does not replace the supervisor or team training
- It does not improvise answers about policies that are not written down
- It does not call people who asked not to be called again
Quick answers
Frequently asked questions
Does the agent replace call center operators?
It is not meant to. It takes the repetitive and after-hours calls, and your people keep the customers who need a person, along with the decisions.
How does a difficult case reach a person?
The agent flags it, and the call appears in the portal with its recording, transcript and summary. For inbound calls, a transfer to a phone number can also be set up during configuration.
Can we run campaigns in several languages?
Yes, see the available languages. Each additional language has a one-off setup, which you see in the estimate; how it is calculated is on the pricing page.
How do we avoid calling the same person twice?
The system avoids duplicate calls for the same case, and requests not to be called again are respected.
Can it work with our CRM?
If your CRM has an API, usually yes. See the integrations.
Continue with
Where to go next
Phone surveys and feedback
Automated phone surveys: the AI voice agent calls customers after a delivery or service, asks a few short questions and turns the answers into reports.
Follow-up after the call
After every call, the AI voice agent sends SMS, WhatsApp or email: a confirmation, a document list, a payment link or a summary. Billing and rules explained.
Claims and recoveries
AI voice agent for compensation claims and recoveries: it calls clients with missing documents, sends the list by WhatsApp and email and notes it in your CRM.
The line is free
Hear it, then decide.
Sign up, see the estimated cost in the form and test the agent on your own phone before it calls anyone.