A voice agent answers your calls
An unanswered call is a customer who went on to call a competitor. But keeping agents on the line around the clock is expensive, and at peak times there aren't enough hands. Now a voice agent answers inbound calls in EYWA telephony.
What the voice agent does
- Answers the call — the customer doesn't hear ringing or wait in a queue.
- Understands the question — the customer speaks in their own words, no “press 1”.
- Creates a lead — the request appears in the system right away.
- Transfers to a human agent when a person is needed.
Part of telephony
The voice agent is part of EYWA telephony. It takes its place in the call flow where a voice menu or a queue wait used to be: numbers, flows and ring groups stay the same.
Handing over to a person
When a person is needed — a dispute, a complaint, an unusual order — the agent transfers the call to a human agent. The call goes through the queues and ring groups already set up in telephony.
After-hours calls
At night and on weekends, calls aren't lost: they land in a ticket as a transcript — in the same contact center queue as messages from Telegram, Instagram and email. In the morning an agent sees who called and what they wanted, and calls back with an answer ready.
Recording and review
Every conversation is recorded and transcribed, just like agents' calls: summary, tone, topics and agreements. The review shows which questions customers ask most often.
Bottom line
The EYWA voice agent picks up, understands the question, creates a lead and calls in a person when needed. Overnight calls turn into tickets with transcripts. Start with one number and see from the call reviews how it copes.
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Telegram, Instagram, email and calls in a single queue. Tickets with due dates, each customer's history, agents and a live dashboard in the EYWA for Business contact center.
Try it on your own task
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