AI Receptionist: From First Hello to Resolution
AI Receptionist serves as the first point of contact for your business, using Conversational and Generative AI to handle customer interactions through natural conversations. Callers simply describe what they need, whether it's connecting to a department, booking an appointment, or completing a request, and receiving instant resolution without waiting for an agent. It resolves common scenarios automatically, while escalating complex requests with full context.
Primary Capabilities within AI Receptionist
Smart Routing: Get Customers Where They Need to Go
AI Receptionist integrates with Voca CIC’s ACD and Teams Presence-based routing, ensuring each caller reaches an available contact, department, or queue.
Automated Resolution: AI That Handles Asks Start to Finish
AI Receptionist resolves requests through natural conversation. It gathers required information and completes common tasks such as appointment scheduling, including SMS confirmations.
Context-rich Agent Handoff: Bot-to-Agent Transfers with History
When a customer interaction needs human assistance, caller details go straight to the agent so they can jump in without asking callers to repeat themselves. Routing uses Voca CIC ACD and Teams presence to connect callers to available agents or departments.
End-to-end Reporting: Visibility into the Entire Customer Journey
Reporting provides visibility from the initial AI interaction through the agent handoff, helping admins identify issues, understand common drop-off points and optimize outcomes based on real data vs. guesswork.
Additional Capabilities within AI Receptionist
Multi-Platform Support: Extend an AI Front Door to Any Phone System
Organizations can now bring Conversational and Generative AI to their existing phone systems. Voca CIC AI Receptionist extends beyond Microsoft Teams Phone to legacy phone systems including Cisco, Zoom, and Avaya. This standalone solution serves as the conversational front door to your business, delivering natural AI-powered conversations and instant resolution for common service scenarios.
It works out of the box without disrupting existing systems. Phone systems and queues remain unchanged, with calls transferred to human agents through the platform's existing routing system.
Built on Microsoft Azure, the solution inherits enterprise-grade security, reliability, and compliance. Generative AI is enabled by connecting the organization’s own Azure OpenAI instance, giving full control over models, data, and usage. Voice connectivity is powered by the AudioCodes Session Border Controller, a market leader in enterprise voice solutions.
Quick Start Conversations: Out-of-the-Box AI for Common Use Cases
AI Receptionist now includes a Quick Start Design that's ready to deploy. Organizations can go live immediately with a pre-configured setup for common scenarios or customize it to match their specific needs.
The Quick Start Design uses AI to handle complete customer interactions from initial request through full resolution or handoff to a human agent, without complex configuration.
Examples of use cases supported out of the box include:
| ■ | Appointment booking: Book, reschedule, or cancel appointments based on service type, location, and availability. Escalate to staff when no slots are available, or special handling is needed. |
| ■ | Business hours and locations: Answer questions about store hours, branch locations, and service availability. Provide directions, parking information, and holiday schedules without agent involvement. |
| ■ | Billing inquiries: Help customers understand charges on their bill by retrieving account details and explaining line items to them. Escalate disputed charges or complex billing issues to agents with full context. |