Inbound and outbound calling
Reception, booking, status and qualification inbound; reminders, confirmations and follow-up outbound.
Conversational telephony
AI Voice Agents & Voice Automation
Phone agents that handle inbound and outbound calls, book appointments and log outcomes to your CRM.
What this is
Voice is the hardest conversational channel: latency is audible, interruptions are constant and there is no interface to fall back on. We build voice agents with low-latency speech pipelines, barge-in handling, telephony integration and a fast, clean path to a human when the call needs one.
The problem
What this service addresses
If more than one of these is familiar, there is usually a case worth scoping.
- Calls go unanswered at peak, in the evening and at weekends, and callers do not call back.
- Reception time is consumed by routine booking, status and directions questions.
- IVR menus frustrate callers without resolving anything.
- Call outcomes are never logged consistently, so follow-up depends on memory.
Scope
What we deliver
Every item below is a deliverable you receive, not an activity we perform.
- Voice agent handling defined inbound call types end to end
- Outbound calling for reminders, confirmations and follow-up where lawful and consented
- Telephony integration with your existing numbers and routing
- Calendar and CRM integration for booking and outcome logging
- Warm transfer to a human with context, plus voicemail fallback
- Call recordings, transcripts and structured outcome data
- Latency, containment and transfer-rate monitoring
Capabilities
What the system does
Speech-to-text and text-to-speech
Low-latency streaming recognition and natural synthesis, tuned for your vocabulary and names.
Conversation management
Barge-in handling, clarification, confirmation of critical details and graceful recovery from noise.
SIP and telephony integration
Connects to your existing numbers, PBX or SIP trunk, keeping your routing rules intact.
CRM and business API integration
Reads caller context before answering and writes the structured outcome after.
Latency, escalation and call quality
Response latency budgeted and monitored; transfer to a human on request, difficulty or low confidence.
Consent, privacy and calling rules
Recording disclosure, consent capture and do-not-call handling built into the call flow.
Applied
Where it is used
Each of these is a bounded job with a measurable result, which is how we prefer to scope a first build.
01
Virtual receptionist
Answers every call, handles routine requests and transfers the rest with context.
02
Appointment booking and rescheduling
Takes the booking into your calendar, confirms it and sends the reminder.
03
Appointment reminders
Outbound confirmation calls that reduce no-shows and rebook on the call.
04
Order and delivery status
Answers status questions from your systems without occupying an agent.
05
Lead qualification callbacks
Calls new enquiries quickly, qualifies against your criteria and books the meeting.
Architecture
How it is put together
An indicative architecture. The final design follows your systems, data boundary and constraints.
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01
Telephony
SIP trunk or provider integration with your existing numbers and routing.
-
02
Speech pipeline
Streaming speech-to-text, turn detection, barge-in handling and text-to-speech synthesis.
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03
Conversation layer
Dialogue state, confirmation of critical fields, retrieval for knowledge questions.
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04
Action layer
Calendar, CRM, order and booking APIs under scoped credentials.
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05
Escalation
Warm transfer with context summary, plus voicemail and callback fallback.
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06
Operations
Latency monitoring, recordings, transcripts, outcome data and containment reporting.
Security & governance
Controls we build in
Access, privacy and oversight are part of the build rather than a later hardening phase.
- Recording and automation disclosure at the start of the call, per applicable law.
- Consent captured and honoured for outbound calling, including do-not-call lists.
- Calling-hours and frequency limits enforced in the dialler, not left to configuration.
- Critical details such as dates, amounts and identifiers read back and confirmed before action.
- Transfer to a human always available on request.
- Call recording retention and access controls aligned to your privacy policy.
Delivery
Our approach
How we run the engagement
Discovery
Process walkthroughs, data review, constraints and a written scope you sign off before build.
Architecture
Data model, integration boundaries, hosting and the security model, agreed up front.
Proof of concept
A narrow build on your real data against an agreed quality bar, so the go-ahead is evidence-based.
Development
Two-week increments, each ending in a working deployment and a review.
Testing
Automated coverage on critical paths, evaluation sets for AI behaviour, acceptance testing with your users.
Deployment
Staged rollout into your infrastructure with monitoring and a tested rollback path.
Monitoring & support
Quality, cost and latency tracking after launch, with handover documentation or an ongoing retainer.
Proven work
Products we have built and sold
We are product builders as well as a services team. These are our own commercial platforms, not client references.
Digital sales & support agent
SIZH Virtual Agent
A virtual digital agent for sales, support and reception — trained on your business, live on WhatsApp, web, voice and email.
View product Mobility platformRideOn
A ride-hailing and fleet management platform, now with agentic dispatch, driver support and demand intelligence.
View product Multivendor marketplaceUniBooker
A configurable multivendor service-booking marketplace with agentic onboarding, matching and support.
View product
Questions
AI Voice Agents & Voice Automation — FAQs
The questions we are asked most often about this service.
Does it sound robotic?
Current synthesis is close to natural for most sentences. The bigger factor is latency and interruption handling: an agent that talks over the caller sounds wrong however good the voice. We budget and monitor response latency for that reason.
What happens if it cannot help?
Warm transfer to a human with a spoken or written context summary. Outside hours it takes a message with structured details and logs a callback.
Can it use our existing phone number?
Yes, in most cases, through SIP or your telephony provider. Your existing routing rules stay in place and the agent becomes one destination among them.
Is outbound calling legal for us?
It depends on your jurisdiction, your consent records and the call purpose. We build in disclosure, consent checks, calling-hour limits and do-not-call handling, and we recommend you confirm your specific obligations with your legal advisers.
Which languages and accents work?
Recognition quality varies by language and accent, so we test on representative recordings of your real callers before committing to a scope.
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