An AI voice agent is a software system that uses automatic speech recognition, natural language understanding, and text-to-speech technology to conduct spoken conversations with customers, handling inquiries and transactions without requiring a human agent. When a customer calls, the AI voice agent converts spoken input to text, analyzes it to determine intent, and formulates an appropriate response - which may involve retrieving information, executing a backend transaction, or asking clarifying questions to gather necessary details. The system generates a spoken response designed to sound natural and maintains context across the conversation, allowing for multi-turn dialogue rather than single-exchange interactions. For requests within its defined scope, the AI voice agent completes the entire interaction independently; for requests outside that scope, it transfers the call to a human agent along with a summary of the conversation so far.
How It Works