AI Voice Agent for Phone Calls

Is an AI voice agent right for your business?

The solution makes sense when a significant share of calls follows a clear script: booking an appointment, asking about a price or opening hours, checking a status, confirming a visit or taking an order. The agent can handle inbound calls during and outside business hours, as well as outbound campaigns according to a set schedule.

Customers speak freely instead of choosing from a long IVR menu. The agent asks clarifying questions, uses an approved knowledge base and transfers the call to a person when needed. We do not start by promising to replace your entire team. First, we choose one clear scenario and define its boundaries.

With more channels and complex telephony, the voice agent can be part of an omnichannel contact centre platform or broader business process automation.

What do you get in the finished solution?

• A Bulgarian voice with natural intonation, adjustable pace and tone, and the ability to be interrupted mid-sentence.
• A knowledge base containing your services, prices, opening hours, addresses, restrictions and frequently asked questions.
• Booking, rescheduling and confirming appointments through Google Calendar, a CRM or your own booking system.
• Connection to a telephone switchboard or SIP provider.
• Call recording in the CRM with a transcript, intent and outcome.
• Transfer to an employee in the event of a complaint, an unusual request or a request to speak with a specific person.
• A brief summary upon transfer, so the customer does not have to repeat what they have already said.
• Outbound calls for confirmations, payment reminders and follow-ups.
• A dashboard showing calls, topics, outcomes and the points where customers drop out of the process.

What solutions can we build?

The price depends on the number of scenarios, the languages used, the phone infrastructure, calendars, the CRM system and how calls are handled. Integrations with a custom booking system or non-standard CRM, outbound campaigns and specific routing rules are more complex. You receive a specific proposal after we review your call flow and systems.

How does implementation work?

1. 01
   Defining the scenarios

   We review the typical topics covered in calls and choose the first scenario. We define what the agent says, what it asks, which answers are allowed, and when the call must be transferred to a person.

2. 02
   Voice and knowledge base

   We choose a Bulgarian voice and adjust the pace and tone. We load your services, prices, opening hours, addresses, and restrictions. We test the agent with sample conversations before connecting it with real customers.

3. 03
   Connecting your systems

   We connect the telephony system or SIP provider, calendar, and CRM system. If needed, we add SMS or Viber confirmations, transcription, call outcomes, and a summary when a call is transferred.

4. 04
   Pilot with limited traffic

   We run the agent on some of the calls or outside business hours. Together, we review the recordings, inaccurate answers, and moments when customers drop off. We refine the scenario and knowledge base.

5. 05
   Full launch and support

   After the pilot, we expand the scope. We maintain the scripts and update the information when prices, services, or opening hours change. The configuration, scripts, and knowledge base remain with you.

How do we avoid common problems?

• We do not let the agent make up a price or terms. Its answers are limited to the approved knowledge base.
• We do not transfer a complex call without context. The employee receives a summary of what has been discussed so far.
• We do not run an untested scenario across all traffic. We start with a pilot and a joint review of the calls.
• We do not build a separate system disconnected from your day-to-day work. We connect telephony, CRM, calendar, and notifications according to your actual process.
• We do not tie you to a mandatory per-minute call fee payable to us. The build and support are described separately in the proposal.

What does the solution look like in practice?

In the AI phone agent case study, you will see a solution where the agent follows a defined scenario, distinguishes urgent matters from routine ones, and passes the team a completed record-not just a note about a missed call. If needed, calls can be connected to your CRM, business software, and the rest of your company’s processes.

Frequently asked questions

Does the AI voice agent sound like a robot?

We use Bulgarian voices with natural intonation and adjust the pace to suit the scenario. The agent supports interruption mid-sentence; we also recommend clearly introducing it as an AI assistant at the very beginning.

What happens when the question is complex?

We set precise transfer rules for complaints, non-standard offers, or requests to speak to a specific employee. When the call is transferred, the employee receives a brief summary so they can continue the conversation with the necessary context.

Can the agent book appointments in my calendar?

Yes. The agent checks available time slots and books the customer in Google Calendar, CRM, or a dedicated booking system. If needed, it sends confirmation by SMS or Viber.

How long does implementation take?

One core scenario usually reaches live operation within 3-5 weeks. Outbound campaigns, multiple languages, and deep integrations can extend the project.

Who owns the configuration and scripts?

The configuration, scripts, and knowledge base remain with you. The terms for the build and ongoing support are described in the proposal.

Contact us

Send us a brief description of your call flow, scenarios, and the systems you use. We will discuss the right first scenario, the required integrations, the timeline, and a specific proposal. Contact Saitami.