Voice agent, voicebot or AI phone agent, what is the right choice?

The terms voice agent, voicebot and AI phone agent are often used for exactly the same thing on the market. They describe software that speaks with a natural voice and handles telephone calls for companies. The major difference lies instead between traditional systems with keypad choices and agents that conduct real conversations.

What do all these terms mean?

There are many words for the same thing. Terms like voice agent, voicebot and AI receptionist are often used to describe exactly the same software on the market.

This generally refers to a solution where an AI phone agent takes incoming telephone calls for a business. At Real Talk, an AI receptionist and an AI phone agent are two terms for the same service. We also frequently call it the agent.

Which distinction matters to you?

The boundary that means something for a buyer goes between systems with keypad menus and agents that conduct conversations. A traditional system requires the caller to listen through a menu and choose with buttons or single words. That suits very simple routines.

Agents that conduct conversations work differently. The caller tells a conversational artificial intelligence about their issue using their own words. The AI phone agent is designed to understand what the caller wants. The customer therefore avoids listening through a long list of options to reach the right place.

How the AI phone agent works with your telephony

With Real Talk, you keep your existing phone system and add the agent as an extra colleague. You decide yourself whether the AI phone agent should take all calls or just handle peaks when the pressure is high.

Using automations, the agent connects to your existing business systems. This allows it to retrieve information and perform tasks within your own databases during an ongoing call.

Which questions should a buyer ask the vendor?

Regardless of what the provider calls their service, there are several questions you should always ask. This helps you understand if the technology actually fits your operations. Begin with a portion of the calls to evaluate the solution. Always ask to test call before you buy.

• Does the service require us to change our current telephony platform?
• Is there a smooth handover to staff when someone wants to speak with a human?
• Do our employees get direct access to all collected data when they take over the case?
• Can the AI phone agent switch languages in the middle of a call if the caller prefers it?
• Do we control how generously the agent transfers calls ourselves?

Where is all the information handled?

Secure information handling is crucial when you choose a provider. Ask where the customers' details are processed. Always set clear demands on data security when you evaluate a service.

For Real Talk's service, all personal data is stored and processed in data centres within the European Union. The material is encrypted both in transit and at rest.

Frequently asked questions

What is a voice agent and a voicebot?

It is an AI phone agent that speaks with a natural voice and can retrieve information and perform tasks once it is connected to your systems.

How does the agent introduce itself?

The AI phone agent states that it is an artificial intelligence at the beginning of the call. You decide the exact wording yourself.

What happens to the information when a call is transferred to us?

When the service escalates a case, the call is transferred with full context. The human employee gets direct access to all collected data. This means the customer avoids repeating themselves, allowing you to continue exactly where the agent left off.

Can we test the service internally first?

Yes, we build a demo agent from your existing material. You call it yourselves and conduct an internal test run before any real traffic is let through.

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