AI Agents
An AI agent is a virtual employee that answers phone calls, understands customer questions, and responds naturally — just like a human team member.Think of AI agents as always-available staff who never take breaks, never call in sick, and can handle multiple calls simultaneously.
How AI Agents Work
Agntic agents combine multiple AI technologies:| Technology | Purpose |
|---|---|
| Voice AI | Natural-sounding speech powered by ElevenLabs |
| Language Model | Understanding and responding to conversations |
| Knowledge Base | Business-specific information and policies |
- Listens and transcribes speech in real-time
- Understands intent and context
- Generates a relevant response
- Speaks the response naturally
What Agents Can Do
Answer Questions
Respond to FAQs about your business, products, hours, and policies
Take Messages
Collect caller information and deliver messages to your team
Schedule Appointments
Book meetings and send confirmations (with integrations)
Route Calls
Transfer to human agents when needed
What Agents Can’t Do (Yet)
- Process payments — Agents can’t securely handle credit card info
- Access external systems — Without integrations, agents can’t look up orders or accounts
- Handle complex negotiations — Best for straightforward Q&A, not sales negotiations
- Speak multiple languages — Currently English only
Agents vs. IVR vs. Chatbots
| Feature | AI Agent | Traditional IVR | Chatbot |
|---|---|---|---|
| Natural conversation | ✅ | ❌ | ✅ |
| Voice-first | ✅ | ✅ | ❌ |
| No menus to navigate | ✅ | ❌ | N/A |
| 24/7 availability | ✅ | ✅ | ✅ |
| Handles complex questions | ✅ | ❌ | Varies |