AI Voice Agents

Updated 2026-08-06 · Akontec Synergy Private Limited

What it does

Answers inbound calls or places outbound calls in natural speech, understands intent, retrieves the answer from connected systems, completes the transaction where it can, and hands off to a human with full context where it cannot.

Suitable inbound use cases

Booking and reservation capture · order and delivery status · appointment scheduling and rescheduling · account and balance enquiries · store hours, location and availability · FAQ and product information · call routing with intent captured · after-hours coverage.

Suitable outbound use cases

Appointment reminders and confirmations · payment and EMI reminders · delivery and COD confirmation · feedback and CSAT capture · renewal and reactivation nudges · first-touch lead qualification.

What it needs from the client

Real transcripts or recordings for the intent inventory. Building from a website FAQ produces a bot nobody uses.
A named content owner who can confirm what the correct answer is and keep it current.
System access for the data the agent must retrieve — order status, booking records, account balance.
Written guardrails — what it may promise, what it must refuse, what it must escalate.
A working handoff destination with defined hours.

Design components

Component	What it covers
Intent inventory	Ranked by volume share from real data
Flow per intent	Happy path, clarification path, failure path, escalation path
Knowledge configuration	Client-approved sources only, version-controlled
Guardrails	Allowed promises, restricted statements, regulated topics
Handoff rules	When, to whom, with what context, in which hours
Disclosure	AI identification and recording notice
Evaluation set	100+ real scenarios per intent family, including adversarial cases

Quality and safety rules

Identifies itself as an AI assistant if asked, always.
Never invents a price, policy, availability, or medical, legal or financial answer.
Distressed, abusive or vulnerable callers route to a human immediately.
Every interaction logged with a retrievable transcript.
Guardrail breach reaching a customer → the flow is rolled back within one hour, root cause within 24 hours.

Metrics

Containment · escalation rate and reasons · intent accuracy · AHT versus baseline · cost per interaction versus baseline · CSAT on AI-handled calls · guardrail trigger counts.

Languages

English and major Indian languages. Language capability is confirmed by testing against the client's actual vocabulary and accent profile before commitment — the language label alone means little in a domain with heavy jargon.

Common failure modes and how we prevent them

Failure	Prevention
Bot answers confidently and wrongly	Retrieval restricted to approved sources; unknown → escalate
Caller stuck in a loop	Hard escape after two failed clarifications, straight to human
Handoff loses context	Full transcript and captured fields passed to the agent
Knowledge goes stale	Named content owner plus a scheduled refresh cycle
Works in demo, fails live	Pilot on capped traffic with 100% transcript review in week 1

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