The agent is attached to a phone number. When a call connects, speech recognition turns the caller's words into text, a language model decides what to say or do based on its instructions, and a synthetic voice speaks the reply. During the call it can look up information, book a calendar slot, or transfer to a person. Afterward the transcript and a summary are saved, usually to the CRM.
Many callers hang up instead of leaving a voicemail, and small teams cannot answer every call during busy periods or after hours. A voice agent picks up immediately, handles routine questions and bookings, and captures the details of everything else for a callback. Outbound agents can call new leads or confirm appointments, following a script the business approves.
Voice agents handle structured conversations with a clear goal; they are weaker on complex or emotional calls. Always offer a fast route to a human, tell callers they are speaking with an AI, and follow local rules on call recording and outbound calling, which vary by country and state. Review transcripts regularly to correct errors. We build inbound and outbound voice agents connected to the client's calendar and CRM.