# Voice agents and phone

Source: https://dropdigital.de/en/leistungen/voice-agents-telefonie
Language: en
Site: DropD., https://dropdigital.de

## Voice agents and phone

The phone keeps ringing when nobody can pick up. An agent answers, records the case, and says that it is not a human.

Calls are lost because nobody in the office is free right now. The same five questions tie up hours every day. After hours an answering machine runs that nobody listens to in the morning. Answer, record, hand over The agent picks up, clarifies the matter, the callback number and the urgency, and files the case where your team already works. No callback is lost, not even at 10pm. The same questions, every time Opening hours, who is responsible, the status of a case, moving an appointment. Everything somebody answers from memory today, the agent answers from your approved material. Escalation that actually works A complaint, an emergency, a caller who wants a human: the agent hands over rather than trying. The handover is the important part, not the edge case. Taking the case Listen, structure, file it in the right place Make commitments somebody has to keep Information Answer from approved documents Improvise on prices, deadlines or legal questions Complaints Detect and hand to a person immediately Calm the caller or offer goodwill itself Identity State up front that it is an AI system Pass itself off as a member of staff Does the caller have to be told it is an AI? Yes. Article 50 of the EU AI Act requires that people can tell when they are interacting with an AI system, unless it is obvious. On the phone it is not obvious, so the agent says so in its first sentence. We build that in as fixed, not as an option. Can the calls be recorded? Only with a legal basis and a notice before the call. In practice a transcript of the matter is usually enough, not an audio recording. What is stored, for how long and who can access it gets settled before the build and recorded in the processing register. What happens when the agent does not know? It hands over. A voice agent that guesses costs more trust than it saves time. The rule is: outside the approved material there is no answer, there is a handover or a promised callback with a time. 98% reachability In the pilot, including outside business hours. Appointments booked from the call. No lead lost after 17:00. Transcribed with a notice and consent.

Link: https://dropdigital.de/en/leistungen/voice-agents-telefonie
Id: usecase-voice-agents-telefonie