AI & automation
Plan an AI voice assistant for enquiries and appointments
A voice assistant can handle defined enquiries, collect information and prepare appointments. Useful service depends on the conversation, connected tools and a workable human handover.
Choose supported enquiries
Start with frequent requests such as opening hours, messages or available appointments. Identify excluded situations requiring individual judgement.
Maintain approved business information with an assigned owner. A convincing voice cannot make outdated availability or pricing reliable.
Use short, understandable exchanges
Ask simple questions and confirm important dates or contact details. Test interruptions and repetition requests rather than requiring callers to follow a script perfectly.
Explain the assistant’s role. Establish appropriate caller information, recording, retention and processing rules for the actual arrangement with the responsible people.
Connect to verified business actions
Availability must be checked before booking. Separate lookup, proposal and confirmation, and prevent duplicate reservations or wrong-location bookings.
Send only necessary qualification fields to the intended destination. Preserve useful context and distinguish uncertain speech recognition from confirmed record values.
Provide a realistic human handover
Define transfer reasons and staffed hours. Distinguish an available person from waiting or a callback request rather than promising immediate help that is unavailable.
Pass useful context to the receiving team and provide an achievable fallback if transfer fails. Test that fallback as part of the main service.
Test real telephone conditions
Try background noise, accents, incomplete phrases and changed decisions. Include calendar failures, unsupported requests and difficult names or dates.
Pilot a limited service and review completed requests, transfers and corrections. Assign scenario ownership, quality monitoring and cost control.
Your checklist
- Define supported enquiries and exclusions.
- Maintain approved information.
- Verify identity, availability and confirmation.
- Test transfers and callbacks.
- Agree caller information and retention.
Frequently asked questions
Can it replace the whole reception service?
It can handle selected calls. Define staff responsibilities, handover behaviour and the out-of-hours route.
Can it confirm bookings?
Yes, when connected tools verify availability and correctly create the reservation. A suggested slot must remain distinct from a completed booking.
A project to explore
Pare-Brise Éco
Pare-Brise Éco lists Aircall among connected business services, illustrating the telephone context to consider when adding voice assistance.
Explore the project