What happens when a caller asks something the agent cannot handle?

We design explicit escalation triggers for every deployment — specific intents, caller frustration signals, or query types that should always go to a human. When escalation is triggered, the agent tells the caller it is connecting them to a team member, and passes a structured summary of the call so the human agent does not have to ask the caller to repeat themselves. The escalation rate is tracked in your dashboard and we use it to identify areas where the agent can be improved.

Can the agent access our CRM in real time during a call?

Yes. We integrate with Salesforce, HubSpot, Pipedrive, and most CRMs with a REST API. When a recognised number calls in, the agent retrieves the caller record in under 500 milliseconds and uses it to personalise the conversation — addressing the caller by name, referencing recent interactions, and pre-populating fields in call logging. For callers not in your CRM, the agent captures contact details and creates a new record at the end of the call.

What is the cost per call compared to a human agent?

The cost depends on average call duration and your telephony provider, but a typical inbound AI voice agent handles calls at £0.05 to £0.15 per minute, compared to £1.50 to £3.00 per minute for a UK-based human agent when you include salary, employer NIC, management overhead, and recruitment cost. For businesses handling 2,000 or more calls per month, the payback period on implementation cost is typically under three months.

AI Voice Agents for Inbound Calls

Answer every call immediately, resolve queries, and route intelligently.

Natural conversational AI — no awkward menusCaller intent detection and routingCRM lookup and personalisationReal-time transcription and call loggingSeamless handoff to human agents when needed

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Inbound AI Voice Agents: Answer Every Call, 24 Hours a Day

Every missed call is a missed opportunity — and in sectors like healthcare, property, and financial services, it is often a customer you lose to a competitor who did pick up. Our inbound AI voice agents answer immediately, hold a natural conversation to understand what the caller needs, and either resolve the query or connect them to the right person without putting anyone on hold. They handle up to 500 concurrent calls, operate 24/7 with zero hold time, and cost a fraction of the equivalent human agent capacity. Operations directors and customer service managers use them to eliminate queues, extend service hours, and reduce cost per call by up to 75%.

Our Approach

We design every inbound agent around your specific call types and success criteria — not a generic template — and test extensively against real call scenarios before going live.

Call Flow Mapping: We analyse your current inbound call mix, identify the most common query types, and design conversation flows for each, including edge cases and escalation triggers.
Integration and Knowledge Base: We connect the agent to your CRM, booking system, or knowledge base so it can personalise responses and access live data during the call.
Voice Testing: We run hundreds of simulated call scenarios, including challenging inputs and caller frustration patterns, before the agent handles a single live call.
Launch and Optimisation: Live deployment with real-time monitoring, weekly review of call recordings and containment rates, and continuous refinement based on actual call data.

What You Will Receive

A production-ready inbound voice agent with full integration into your existing systems and a monitoring dashboard so you always know how it is performing.

Natural language inbound agent with custom conversation flows for your query types
Caller intent detection and intelligent routing to the right team or outcome
CRM lookup for caller personalisation on recognised numbers
Real-time transcription and structured call logging for every interaction
Seamless handoff to human agents with full call context passed through

Signs You Need This

Your inbound call volume has grown to the point where your team spends significant time on repetitive queries that follow predictable patterns. You are missing calls outside business hours and voicemail messages are going unreturned for hours. Hold times have crept up and caller satisfaction scores are declining. You have a growing call centre headcount that is rising faster than your revenue. Your human agents are burnt out handling the same questions all day when they could be focused on complex, high-value interactions.

Why The Voice AI Agents

We do not deploy generic voice bots — we build agents that understand your specific callers and your specific success criteria. Our agents use large language models that maintain context across a full conversation, not decision-tree scripts that break the moment a caller says something unexpected. Every deployment goes through extensive call scenario testing before it handles a live call, because a bad voice experience is worse for your brand than no answer at all.

Frequently Asked Questions

A standard inbound agent — covering three to five common query types with CRM integration and call logging — typically takes three to five weeks from kickoff to live deployment. More complex deployments with multiple integration points or highly varied call types take six to eight weeks. We always run a two-week parallel period where the agent handles a portion of live calls alongside your existing team before full deployment.

Education

What Are AI Voice Agents? How Businesses Are Replacing Phone Queues

AI voice agents are transforming business phone lines — answering calls instantly, handling queries in natural conversation, and doing it all without a single second of hold time. Here's how they work and what they can do for your business.

12 September 2024·9 min read

Industry Data

AI vs Human Customer Service: The Numbers for 2025

What does the data actually say about AI versus human customer service? We look at the key metrics — cost, speed, satisfaction, and resolution rates — and what they mean for how you structure your customer service operation.

30 October 2024·10 min read

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How to Set Up an AI Receptionist for Your Business

An AI receptionist answers every call, handles routine queries, books appointments, and routes intelligently — without needing breaks, training time, or a salary. Here's a practical guide to setting one up.

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