How to Create an AI Voice Agent

An AI voice agent is a more advanced type of conversational AI system that uses speech recognition and natural language processing (NLP) to engage with customers. It automates tasks such as answering questions, making appointments and providing help. It can understand intent and can respond based on context, which is different from traditional IVR systems. AI voice agents are available for interaction around the clock, thus improving accessibility and increasing efficiency.

AI voice agents convert spoken words into text using Automatic Speech Recognition (ASR). The text is interpreted through Natural Language Processing (NLP) to figure out what the user wants and come up with a suitable answer. AI voice agents use Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG) to provide accurate answers that are contextually relevant. Finally, text-to-speech (TTS) technology changes the text back into natural-sounding speech.

Yes and no. It cannot replace humans entirely. AI voice agents excel at answering FAQs, fetching data, and handling simple enquiries such as order status checks, appointment scheduling, and account balances. In fact, it is already replacing human call centre reps due to its ability to work around the clock without breaks and can handle multiple calls at once. However, in some cases where the given requests require judgment, empathy, human call centre agents are still irreplaceable.

Most modern AI agents can handle widely spoken languages such as English, Hindi, Spanish, French, Arabic and others. Some of the advanced systems are even equipped to switch languages in mid-conversation, can understand regional dialects and respond in the customer's preferred language without sounding forced. Kaily AI performs very well, being fluent in 90+ global languages (including regional dialects)

Many modern platforms like Kaily allow you to create and deploy AI voice agents without having to write code. These no-code tools come with builders that you can drag and drop, pre-trained models and ready-made templates. If you want to customise or integrate with your internal systems, you may need some technical help or assistance from a developer.

AI voice agents can help with many tasks across different industries, such as customer support, scheduling appointments, making reservations, qualifying leads, sending delivery updates, reminding people to pay and more.

AI voice agents can be used in customer service to handle both inbound and outbound calls. Healthcare providers can use them to schedule and automate appointments. In the e-commerce industry, it can be used to track orders, generate product suggestions, and provide sales support. In the finance and banking industry, AI voice agents can help customers check account balances, pre-screen loan applicants, etc.

Yes, Most AI voice agents work with CRMs like Salesforce, HubSpot or Zoho to get or update customer information while you're on the phone. They can also connect to call centre software, SIP/VoIP systems, WhatsApp and phone providers. These integrations help automate tasks such as creating tickets, updating records and sending follow-up messages.

AI voice agents use standard safety protocols like encryption, tokenisation and regulations like GDPR or SOC-2. Sensitive information, such as personal details or transaction history, is handled safely and stored in accordance with the company's data policies.

Accuracy has improved drastically due to advanced ASR and LLM-powered models, so much so that it can accurately understand different accents and regional pronunciations. However, the accuracy may change depending on the noise in the background, the quality of the call and how well the model was trained.