Voice AI Systems for Inbound and Outbound Calls
Phone conversations handled by AI, with your team kept in the loop.
A voice AI system is software that holds a spoken conversation over the phone, understands what the caller says, and acts on it: answering a question, capturing details, booking a slot, taking an order or passing the call to a person. Some businesses call this an AI voice agent or a virtual receptionist. We build and run these systems for companies that lose time or revenue to calls nobody has capacity to handle.
We treat the phone as one part of a wider workflow. A call is only useful if what was said ends up in the right place, so every system we build writes to your CRM, calendar, helpdesk or spreadsheet, and hands over to a human when the conversation needs one. We do not promise that an AI will handle every call. We design for the calls it can handle well and make the rest easy to escalate.
Our voice work covers inbound and outbound. Inbound examples include routing, after-hours answering and phone ordering. Outbound examples include lead qualification and payment reminder calls. The use cases below explain how each one works in practice.
What we build
Inbound call handling
Systems that answer incoming calls, work out why the person is calling, and either resolve the request or route it to the right person or team with the details already captured.
Outbound calling workflows
Systems that place calls from a list or trigger, follow a defined script and set of rules, and record the outcome of each call against the right contact record.
Booking and order capture
Conversations that end in an action: an appointment placed in a calendar, or an order recorded with the items, quantities and customer details a person needs to fulfil it.
Integrations and reporting
Connections to your CRM, calendar, payment or ticketing tools, plus call summaries and outcomes your team can review rather than having to listen to recordings.
How it works
Map the call
We start with the calls you actually receive or need to make: the common reasons, the information needed, and the points where a human should take over.
Design the conversation and rules
We write the flow, the questions, the limits on what the system may say or commit to, and the escalation paths. Anything involving money or legal commitments is designed with human approval in mind.
Connect your tools
We wire the system to the tools that hold your data so information moves in both directions, for example checking availability before offering a slot.
Test, launch and refine
We test against realistic calls before going live, then review real call outcomes together and adjust wording, rules and hand-offs as we learn what callers really say.
Use cases
- Lead Qualification Calls
- Appointment Booking Automation
- Phone Order Taking
- Call Routing and Virtual Receptionist
- After-Hours Call Answering
- Payment Collection Calls
Real builds
- Voice AI for outbound debt collection
- AI voice ordering for e-commerce
- Inbound call routing with conversational triage
- Multilingual subsidy qualification calls
- AI call assistant for overflow and weekend coverage
Related services
Frequently asked questions
What is a voice AI system?
It is software that conducts a phone conversation using speech recognition, a language model and a voice, then takes action such as booking, logging or transferring. It is sometimes called an AI voice agent. We connect it to your existing tools so calls produce useful records.
Will callers know they are speaking to an AI?
That is a decision we make with you. Many businesses choose to say so at the start of the call, and some regulated activities may require it. We can build either approach, but disclosure rules and call-recording consent remain your responsibility to confirm.
What happens when the AI cannot handle a call?
We design escalation in from the start. The system can transfer to a person, take a message with the details captured, or schedule a call back. Which option applies depends on your opening hours and who is available to take over.
Can it work with our CRM and calendar?
Usually yes, provided the tool has an API or a supported integration. We confirm this during scoping. If a tool cannot be connected directly, we discuss alternatives such as a middle layer or a manual review step.
Is it suitable for regulated calls such as debt collection?
It can support them, but it does not remove your obligations. Compliance stays with you. We build scripts, limits and human review points with your compliance requirements in mind and recommend you have your own advisers approve the flows.
Do you build voice systems for both inbound and outbound calls?
Yes. Inbound work includes call routing, after-hours answering and order taking. Outbound work includes lead qualification and payment reminders. The two have different risks, particularly around consent and contact rules, so we scope them separately.