01
Incoming-call automation
Answer routine calls at any hour: opening times, order or ticket status, approved FAQs and first-line enquiry collection.
AI voice agents
AI voice agents in Arabic and English that know when to hand over
Automate routine customer calls with configurable AI voice agents, then pass callers to a human agent, with context, whenever a person is the better answer.
What is an AI voice agent?
An AI voice agent answers phone calls, understands what callers say and replies in natural speech. In a contact centre, it takes routine requests off your agents and escalates the rest.
In CentrixDial, AI voice agents sit inside the same call flow as your phone menus, queues and human agents. You decide what they handle, what information they can use and when a call goes to a person.
How it works
From first ring to resolution or escalation.
Each step is configured by your team. The AI only works within the scope, data and actions you approve.
- 01 Customer calls The call reaches your CentrixDial number
- 02 AI answers A configured voice agent greets the caller
- 03 Identifies intent Works out what the caller needs
- 04 Uses permitted information Only the sources and actions you approve
- 05 Resolves or escalates Routine requests are completed. Anything else goes to a person
- 06 Agent gets context The human agent sees what was already said
- 07 Recorded and analysed Where you have enabled recording and analysis
Capabilities
What you can do
02
Configurable conversation flows
You define what the voice agent covers, the questions it asks and where each conversation can end. Nothing outside that scope is improvised.
03
Escalation to human agents
When a caller asks for a person, the request is sensitive or the AI reaches its limits, the call moves to the right queue.
04
Transcripts and summaries
Each conversation can be transcribed and summarised, so supervisors can review what the AI said and why it escalated.
05
Arabic and English
Voice agents follow the same language branches as your phone menus and queues.
06
Business-system integration
Connect approved data sources, such as your CRM or order system, through supported integrations. Access is limited to what you permit.
Use cases
Where teams use it.
After-hours answering
Capture the caller’s details and reason for calling overnight, then hand a summarised list to the morning shift.
High-volume routine enquiries
Let AI absorb repetitive status and information calls so agents spend their time on conversations that need judgement.
Overflow at peak times
Offer AI handling when queues are long, with an option to wait for a person.
Good to know
Benefits and limits, stated plainly.
- AI voice agents work best on well-defined, repetitive requests. Complaints, vulnerable callers and complex cases should go to people.
- The voice agent can only use the information and actions you connect and approve. It cannot book, refund or take payments unless that integration exists and is enabled.
- Callers should always be able to reach a human agent. CentrixDial treats escalation as a core path, not a fallback.
- Review transcripts regularly, especially in the first weeks, to tune flows and catch questions the AI should not answer.
- Recording and transcription must follow your data-protection obligations and tell callers what is being recorded.
FAQ
Questions, answered.
What is an AI voice agent?
An AI voice agent is software that answers or places phone calls, understands what the caller says and responds in natural speech. In a contact centre it handles routine requests and passes other calls to human agents.
How is an AI voice agent different from a chatbot?
A chatbot works in text on a website or messaging app. An AI voice agent works on a live phone call, so it must handle speech recognition, interruptions, accents and real-time responses, and it needs a clean way to transfer the call to a person.
Can callers ask for a human?
Yes. A request for a person is one of the escalation rules you configure, and the call is transferred to the queue you choose.
Does the human agent see what the AI already discussed?
Where context transfer is configured, the agent receives the caller’s details and a summary of the AI conversation so the caller does not have to repeat themselves.
Can AI voice agents make outbound calls?
Outbound AI calling depends on your configuration and on the consent and calling rules that apply to your campaigns. Talk to us about your use case during the demo.
Is the AI given access to all our customer data?
No. The voice agent only uses the data sources and actions you explicitly connect and permit.
Design your first AI call flow with us.
Bring one routine call type. We will show how CentrixDial could answer it, when it would escalate and what your agents would see.