AI voice agent
An AI voice agent is software that holds a spoken conversation on a phone call or in a browser, understands what the caller wants and completes tasks such as answering questions, booking appointments or updating records.
Under the hood an agent combines speech recognition, a language model that decides what to say and do, a voice that speaks the reply, and tools that let it act: look up an order, check a calendar, take a payment, or transfer the call to a person.
Unlike an IVR menu, an AI voice agent accepts open-ended requests in the caller’s own words and asks follow-up questions. Unlike a chatbot, it has to manage the timing of live speech: interruptions, pauses and replying within a fraction of a second.
