Voice and IVR Integration
AI-powered phone systems and voice assistants. Replace rigid IVR menus with natural conversation that understands what callers actually need.
Phone systems that actually help
Traditional IVR systems frustrate callers with menu trees and button pressing. AI voice systems let callers speak naturally, understand their intent, and route or resolve their query quickly.
Natural language IVR
Replace button-press menus with natural conversation. Callers say what they need and the system understands and routes them correctly.
Voice self-service
Handle common queries entirely by voice: account balances, appointment booking, order status, and FAQs. Resolve without needing an agent.
Agent assist
Real-time transcription, suggested responses, and automatic note-taking for live calls. Help your agents handle calls faster and more accurately.
Voice done properly
Voice AI has unique challenges: background noise, accents, interruptions, and the expectation of real-time response. We design for these realities, not lab conditions.
Real-world testing
We test with real callers, real accents, and real background noise. Voice systems that only work in quiet rooms are not useful.
Graceful fallbacks
When the AI cannot understand or help, it transfers to a human smoothly with full context. No dead ends, no repeated information.
Telephony integration
We integrate with your existing phone system, call centre platform, and CRM. No need to replace your entire telephony infrastructure.
Where voice AI delivers
Contact centre
Handle initial call routing, answer common questions, and collect caller information before connecting to an agent. Reduce wait times and handle times.
Appointment booking
Let callers book, reschedule, and cancel appointments by phone without waiting for a person. Connected to your booking system in real time.
Out-of-hours support
Provide helpful phone support when your team is unavailable. Handle routine queries and take messages for urgent issues.
Outbound calling
Automated appointment reminders, payment notifications, and survey calls. Consistent messaging at scale without tying up your team.
How we build voice solutions
Voice projects typically take eight to twelve weeks from discovery to launch. We start with your call data and work backwards from the caller experience.
Call analysis
We analyse your call data to understand the most common call types, caller needs, and current pain points. This shapes the solution design.
Design and build
We design the voice experience, build the AI, integrate with your phone system and business systems, and test with real callers.
Launch and tune
We deploy, monitor call quality, and tune the AI based on real interactions. Voice systems improve significantly in the first weeks of live usage.
Frequently Asked Questions
Can voice AI handle different accents?
Modern speech recognition handles a wide range of accents well. We test with your actual caller demographics and tune for accuracy. Performance varies by language and accent but is strong for most UK and international English speakers.
Does it work with our existing phone system?
Yes. We integrate with most telephony platforms: Genesys, Avaya, Cisco, Twilio, Amazon Connect, and SIP-based systems. No need to replace your infrastructure.
What about callers who want to speak to a person?
They can transfer at any point. The AI hands over with full context so the caller does not need to repeat themselves. We design the experience to feel helpful, not like a barrier.
How do you measure voice AI quality?
Call completion rates, intent recognition accuracy, transfer rates, average handle time, and caller satisfaction. We track and report on all key metrics.
Ready to upgrade your phone experience?
Voice AI starts with understanding your callers. Get in touch and we will review your call data and design a better experience.