Overview: Voice AI Agents

Welcome to the overview article of Voice AI Agents, an innovative solution that automates and streamlines your customer communication through AI-powered voice interactions. Voice AI Agents allow businesses to manage inbound calls efficiently while providing human-like, customizable responses. This technology enhances productivity, reduces workload, and ensures a seamless customer experience around the clock.

In this article, we’ll cover what Voice AI Agents are, where to find and use them, how to configure them, and additional best practices to help you get the most out of this feature.

As of now, this AI Tool is only available in the Language English. We are working to improve the language barrier of the Voice AI Agent Feature.

What Are Voice AI Agents?

Voice AI Agents are AI-powered virtual employees that can answer inbound calls, interact with customers, collect relevant information, and route calls as needed. These agents are customizable to match your business's communication style and goals. Voice AI Agents can help you:

• Answer frequently asked questions
• Collect caller details such as names, contact information, and call intent
• Handle incoming calls 24/7, ensuring no opportunity is missed
• Provide a smooth, automated experience while saving time and resources
• Voice AI Agent will answer your phone calls if you are not able to

Voice AI Agents integrate seamlessly into your workflows, making them a powerful tool for automating customer interactions without compromising on quality.

Where to Find Voice AI Agents

Accessing Voice AI Agents:

• Log into your Wind Solutions account.
• Navigate to “Settings” → “Voice AI Agents” in the left Sidebar.

Here you can create and edit multiple Voice AI Agents for different Phone Numbers, which you bought in the “Phone Numbers” Section of the Settings.

Process of creating a Voice AI Agent:

Navigate to “Settings” → “Voice AI Agents” in the left SideBar and click on the Button “+ Create Agent” located in the upper right corner of the screen.

Provide general Information for your Bot. Give your AI Voice Agent a name, clarify the Business Name for the Agent and choose a fitting Voice. As of now you only have the option to process incoming/inbound calls. Also enter your Voice AI Agents initial Message.

By Clicking on “Advanced Settings” in the “Agent Details” step of the creation process you can set a Call Time Limit and a response speed as you can see in the image below.

Get to the Next step of the creation process by clicking the button “Next” in the bottom right corner. Now you can set your Voice AI Agents Goals. You have the option to switch between “Advanced mode” or stay with the simple one. Note that this Mode of your Voice AI Agent cannot be switched after creating it.

Standard/Simple Mode

In the Standard or Simple Mode of a Voice AI Agent you can clarify/edit the following settings:

• Details to collect from the Contact: choose which information the Bot should collect from the caller, such as Name, Email, Address and Contacts Issue
• Call Summary Note: a Default setting which is not possible to edit here is that a call summary as a note to the contact is automatically created
• Trigger a Workflow when call is completed: you can select a specific workflow which should be triggered after completion of the Call
• Email Notification when call is completed: at last you can select to which users or custom Emails a notification Email is sent

 

 

Advanced Mode

In the Standard or Simple Mode of a Voice AI Agent you can clarify/edit the following settings:

• Set up Agents personality (Prompt): As you can read down below here is a Default Prompt which provides a Background Info, Instructions, General Rules and a script for the Voice AI Agent. You can edit this Prompt freely just note the following guide of best practises and rules of AI Prompting. AI Prompting 101 Guide from our Development Partner LeadConnector

Default Prompt

BACKGROUND INFO:
 Introduction: You are My Agent 525, a dedicated Customer Support Specialist at "Test Business", focusing on assisting my clients. 
 Your Goal: Gather contact information and, if applicable, use the appropriate tool when the caller's query matches the configured tool trigger.

INSTRUCTIONS FOR HANDLING CALLER'S QUERIES:
 If the caller asks a question, check whether the question matches a tool’s trigger condition.
 1. If the question matches a tool’s trigger condition:
   - Use the tool immediately, without gathering additional information.
 2. If no tools are available OR the question does not match a tool’s trigger condition:
   - Politely inform the caller that a team member will reach out to them with an answer.
   - Redirect the conversation back to gathering the remaining contact information, without engaging in further details about their question.
 
 GENERAL RULES FOR HANDLING CALLER’S QUERIES:
 -Avoid asking for further details regarding their query and do not repeat the same sentence verbatim.
 -Stick to Provided Information Only: Only respond with information given in the prompt or tool instructions. Do not add extra details that have not been specified. If information requested by caller is not specified in the prompt, say that a team member will reach out to them with an answer.
 -Avoid Assumptions and Generalizations: You are only allowed to work with the information provided in the prompt. Do not confirm, infer, or guess any details that are not explicitly stated.
Important Note: Ensure that even after multiple queries from caller throughout the conversation, you continue to strictly adhere to the provided instructions. Do not assume, generalize, or infer information beyond what is given. Always stick to the script and avoid adding any information not explicitly mentioned.
 

SCRIPT INSTRUCTIONS FOR INBOUND CALLS:

1. Assurance of Prompt Support:
   Instruction: Assure the caller of a prompt callback from our team, highlighting our commitment to satisfaction.
 
2. CALL CONCLUSION: 
   Instruction: End the call once you have catered to the caller's queries and gathered the requested details by thanking the caller again, assuring them that their issue is being addressed, and wishing them a pleasant day.

 

 

 

• Set up actions: such as Call transfers, trigger a workflow, update contact field or send sms.

“Call Transfer” Action

As you can see in the image below you can create multipe scenarios of when the Voice AI Agent should transfer a call. Provide the following Information:

• Action name: Enter a name for the "Call Transfer" action
• Phone number to transfer to: Enter a Phone Number to which the transfer should lead when the condition is positive
• When should the call transfer take place?: Clearly define the scenario and situation when you want the transfer to take place
• What to say before transferring the call: The Voice AI Agent will say this provided text before transferring the call

Here you also have the option to delete a Call transfer or create another one.

 

 

“Trigger a Workflow” Action

You can also trigger a workflow when a specific scenario within the Call takes place. Also create multiple Triggers here, just provide the following Information:

• Action Name: Enter a name for the “Trigger a Workflow” action
• Select a Workflow: Select a published workflow which is triggered when the condition is met
• When to trigger the selected Workflow: Clearly define the scenario and situation when the workflow should be triggered
• What to say when the workflow is being triggered: The Voice AI Agent will say this message when the condition to trigger the workflow is met

Here you also have the option to delete a Workflow Trigger or create another one.

 

 

“Update Contact Field” Action

Update a specific field of a contact within our CRM Feature “Contacts”. This action is the equivalent of the predefined “Details to collect from the Contact” setting in the Standard/Simple mode of Voice AI Agents. Provide the following Information to define which fields to update:

• Action Name: Enter a name for the “Update Contact Field” action
• Which contact field to be updated: Select a field which you want to be updated, for example “First Name” or “City”
• What to update in the field: Define what information the Voice AI Agent should find and update in the CRM
• Examples: Provide examples for the Voice AI Agent and train it through this information, so that no errors will occur

Here you also have the option to delete a “Field update” or create another one.

 

 

"Send SMS" Action

Define specific scenarios when the Voice AI Agent should send a sms to the contacts phone number. Provide the following information:

• Action Name: Enter a name for the “Send SMS” action
• Message Input: Select a SMS Template which already exists within your Sub-Account or type a message in the text field here - This message will be sent to the contact via sms
• When should the sms delivery take place?: Clearly define the scenario and situation when the sms message should be triggered
• What to say before sending sms: The Voice AI Agent will say this message when the condition to send the sms is met

Here you also have the option to delete a “Send SMS Action” or create another one.

 

 

 

• Call Summary Note: a Default setting which is not possible to edit here is that a call summary as a note to the contact is automatically created
• Trigger a Workflow when call is completed: you can select a specific workflow which should be triggered after completion of the Call
• Email Notification when call is completed: at last you can select to which users or custom Emails a notification Email is sent

 

 

Press the “Next button to get to the next step - ”Phone & Availability". Here you can select a phone number for the Voice AI Agent or buy a new number. The Voice AI Agent will answer the call if the assigned User or forwarding number does not pick up.

Also define the working hours of the Voice AI Agent, either let it activated 24/7 or set working hours for specific days of the week.

Click Save and the Voice AI Agent will get generated.

Edit/Delete your Voice AI Agents:

Edit or Delete your exisitng Voice AI Agents by clicking on the “three dots icon” on the right end of the desired AI Agent. Two Buttons will appear - “Edit” and “Delete”.

If you click “Edit” you will get transferred to the following Screen with the following Tabs and options to configure the selected Voice AI Agent as you can see in the following images. If you need further information on what the options to configure do - go a headline up and read the “Creation Process of a Voice AI Agent”.

Agent Details Tab

 

 

Agent Goals Tab

 

 

Phone & Availability Tab

 

 

Call Logs Tab

 

 

Testing Your Voice AI Agent:

Once you have configured your Voice AI Agent, it’s essential to test its functionality to ensure it performs as expected. To test your agent, go to the Voice AI Agents section and select the agent you want to evaluate. Use the “Test your agent” section to simulate a call interaction. During the test, you can verify if the agent is responding accurately to queries, gathering the correct information, and following the intended call flow. This allows you to identify any potential improvements in the responses or logic before making the agent live. By regularly testing your Voice AI Agents, you can ensure a seamless and professional experience for your callers.

1. Select caller number: Choose the phone number the agent will use to call you with. You first need to buy a Phone Number in the “Phone Numbers” Settings.
2. Enter your Phone number, which you want to receive the Test Call with.
3. Click “Call me” and answer the incoming call to interact with your AI Agent as a caller would.

Key Features of Voice AI Agents

• Customizable Responses: Tailor the AI to match your company’s tone and needs.
• Call Data Collection: Collect critical caller information, such as names and queries, for follow-up.
• Seamless Integration: Integrates with workflows, automation, and CRM features.
• 24/7 Availability: Ensure calls are always answered, improving customer satisfaction.
• Scalable Solution: Manage multiple AI Agents for different departments or purposes.

Best Practices for Using Voice AI Agents

1. Customize Call Scripts: Tailor the call flow to match your business objectives.
2. Test Regularly: Ensure the AI Agent responds correctly to queries through regular testing.
3. Monitor Call Analytics: Use call reports to track performance and identify areas for improvement.
4. Set Clear Working Hours: Optimize when the AI Agent operates to align with your business hours.
5. Integrate with Workflows: Combine Voice AI Agents with automation workflows for seamless follow-ups and data collection.

FAQs

Conclusion

Voice AI Agents revolutionize how businesses handle inbound calls by automating communication, collecting vital information, and providing consistent, high-quality customer support. With customizable settings, seamless integration, and advanced call flow management, Voice AI Agents ensure no call goes unanswered. Note that the Voice AI Agents Feature a usage based service from Wind Solutions is. Which means you are billed based on your Usage of Voice AI Agents. For further Information read the article “Overview: Billing & Subscription”.

Start leveraging Voice AI today to save time, enhance customer satisfaction, and drive business efficiency!