AI Call Agent for Customer Service
AI Customer Service Phone Agent
An AI phone agent that answers your inbound calls, follows the instructions you write for it, and stores a transcript of every conversation — so calls that arrive while nobody is free still get handled.
How inbound calls are handled
- 01
Give the agent a number
Assign a phone number to the agent. Calls to that number are answered by it rather than ringing out.
- 02
Write the inbound brief
The inbound system prompt is separate from the outbound one, so an agent that also runs campaigns can greet and behave completely differently when it is the one receiving the call.
- 03
Choose voice and language
Set the voice and the language per agent, and the timezone it treats as local so it knows the current date and time on a call.
- 04
Set the answering hours
Inbound calling windows have a start time, an end time and permitted weekdays, so you can decide exactly when the agent picks up.
- 05
Test before going live
Speak to the agent from the dashboard through your browser microphone and hear how it handles the questions your callers actually ask.
- 06
Review the calls
Each inbound call is transcribed and stored, so you can read what was asked, spot the questions that come up repeatedly, and refine the prompt.
The calls that arrive at the wrong moment
Most missed support calls are not a staffing failure, they are a timing one — two calls at once, or one during lunch. An inbound agent answers those instead of sending the caller to a voicemail nobody enjoys leaving.
Separate inbound and outbound behaviour
One agent can be inbound, outbound, or hybrid. Because the inbound and outbound prompts are configured separately, the same agent can answer support calls politely and run a campaign later without the two briefs bleeding into each other.
Answering hours you decide
Give the agent a window and weekdays, in its own timezone. Have it cover only out-of-hours calls, only business hours, or everything — that is a configuration choice, not a rebuild.
Consistent answers to common questions
A prompt is a single place to correct a wrong answer. Fix it once and every subsequent caller hears the corrected version, which is harder to guarantee across a rota of people.
Transcripts show what callers actually ask
Stored transcripts are a record of your customers' real questions in their own words. That is useful well beyond the call itself — it tells you what your documentation is missing.
Know what it should not do
An AI phone agent is a good fit for questions with knowable answers. Anything requiring judgement, an exception or an apology that means something is better handled by a person, and worth writing into the prompt explicitly.
Frequently asked questions
Can the AI call agent receive inbound calls?
Yes. Assign a phone number to an agent and it answers incoming calls on that number. An agent can be configured for inbound only, outbound only, or hybrid.
Can it behave differently on inbound and outbound calls?
Yes. Inbound and outbound system prompts are configured separately on the same agent, so how it greets an incoming caller is independent of how it opens an outbound call.
Can I limit the hours it answers calls?
Yes. Inbound calling windows have a start time, an end time and permitted weekdays, interpreted in the timezone assigned to the agent.
Are support calls recorded?
Each call is transcribed and the transcript is stored with the call record, so you can read back what was asked and how the agent answered.
Can it answer in more than one language?
Language is configured per agent, so you can run agents set to different languages.
How is this different from the AI HR Agent?
The AI HR Agent is built around recruitment: it screens CVs, calls candidates with your screening questions and feeds results into hiring. The AI Call Agent is the general-purpose phone agent used for support, sales and other calling workflows.
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