The agent
Agents that hold a real conversation
A voice agent that makes and answers real phone calls. The same agent, on the phone network or in a browser tab.
What this is for
An agent that can only follow a script is an IVR with better diction. The useful ones listen, work out what the caller actually wants, and then do something about it before the call ends. That last part is what separates a voice agent from a phone tree, and it is the part most demos skip.
What an agent does on a call
- 01
Listens and works out the intent
It takes what the caller said in their own words and maps it onto the branches you drew. No menu, no keywords the caller has to guess.
- 02
Answers from your material
Your documents, your policies, your prices. Where the material gives it no grounds, it says so and hands over rather than filling the gap.
- 03
Acts on your systems mid-call
Read a calendar, look up an order, write a booking, transfer to a person. The action happens during the conversation, not in a batch afterwards.
- 04
Leaves a record
Recording, full transcript and an outcome on every call, whether the agent finished it or passed it on.
Related
- Workflow BuilderDesign call flows on a drag-and-drop canvas
- NumbersConnect a phone number and choose which agent answers
- RecordingsEvery call kept, with a full transcript
- AI receptionistIt answers on the first ring, works out what the caller needs, and either handles it or puts them through to the right person. Every call leaves a transcript.
Agents that hold a real conversation: common questions
What is the difference between this and an IVR?
An IVR asks the caller to pick from a list you wrote. An agent asks what they need and works it out. The caller never has to know how your departments are organised.
Can the same agent handle chat?
Yes. Voice is the larger part of what these agents do, but the same flow and the same knowledge run in chat, so the answer does not change with the channel.
How does it know when to hand over?
You decide, per branch. It can transfer on a specific request, on a question it has no grounds to answer, or immediately under conditions you set.
Can I hear it before it goes live?
You test the whole flow in the browser, on any branch, as often as you like. What you approve is what answers the phone.
What languages does it speak?
Multiple languages are supported, and Woise runs regional cells, so calls are handled in the region you choose.
Still stuck? Talk to our team.