Voice AI Overview

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 6 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Voice AI provides conversational voice capabilities for call-related interactions, allowing you to automate inbound or outbound call handling depending on your account configuration.

    Who this article is for

    This article is for administrators, operations managers, and support team leads looking to automate call handling, qualify leads over the phone, and manage voice interactions efficiently.

    Overview

    Voice AI is designed to assist with inbound or outbound call handling, offering automated conversational responses based on your configured business rules and knowledge sources. This tool helps manage call volume and ensures customers receive immediate assistance, even outside of normal business hours.

    What Voice AI is used for

    Voice AI can be configured to handle a variety of call-related tasks, including: - Answering inbound customer inquiries. - Qualifying leads based on predefined questions. - Routing calls to the appropriate human agent or department. - Providing business information such as hours, location, and services. - Assisting with appointment booking or cancellation requests.

    How call handling works

    When a customer calls a connected phone number, Voice AI answers and interacts with the caller using natural language processing. It listens to the caller's intent, searches your configured knowledge base, and speaks a relevant response. Where enabled, it can also execute routing rules based on the conversation.

    What to prepare before using Voice AI

    To ensure a smooth caller experience, you must prepare the following before enabling Voice AI: - Active and verified phone numbers connected to your workspace. - Clear, concise knowledge base answers that sound natural when spoken. - Defined call routing rules for human escalation. - A specific AI persona and tone suitable for voice interactions.

    Account and plan dependency

    Voice AI features, availability, and usage charges depend entirely on your selected GEVADE CRM plan, enabled add-ons, and account setup. Voice interactions typically incur usage-based charges per minute. Review your billing settings to understand the costs associated with this feature.

    What to review before going live

    Never launch Voice AI without thorough internal testing. Review the following: - Call the number yourself and ask common questions. - Test the human handoff process to ensure calls route correctly when the AI cannot help. - Verify that the AI's pronunciation of your business name and key terms is acceptable. - Ensure the AI does not attempt to handle sensitive billing, medical, or legal queries.

    When Voice AI should not be used alone

    Voice AI is an assistant, not a complete replacement for human staff. It should not be used to handle complex customer complaints, sensitive account security issues, or highly technical troubleshooting. Always configure strict human escalation rules for these scenarios.

    Configuration note

    We do not guarantee call handling outcomes, appointment bookings, lead conversion, or perfect voice recognition. Voice AI behaviour depends on knowledge sources, instructions, handoff rules, and ongoing monitoring. Always test before going live. Usage charges, feature access, or add-on requirements may apply depending on your account setup.

    Resolution guidance

    Why is Voice AI giving incorrect answers on calls?

    Voice AI relies entirely on the text you provide in your knowledge sources. If the answer is wrong, the source material is likely outdated or ambiguous. Review your knowledge sources, ensure the information is clear, and test the specific question again. Also, ensure the AI's instructions clearly define how it should interpret your business rules.

    Why aren't calls routing to my team?

    Check your call routing settings and human escalation rules. Ensure the phone numbers assigned to your human agents are active and that the users have the correct permissions to receive forwarded calls.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.