AI Foundations
Voice Agent
A voice agent is an AI agent that interacts via speech instead of text, typically on the phone channel. Using speech-to-speech technology, it understands and replies in natural language in real time.
Also known as: Phone Agent, Phonebot, Voicebot
How a voice agent works
A voice agent combines three layers: speech-to-speech for real-time voice processing, an AI agent for planning and tool use, and a telephony connection for call handling, forwarding, and recording. Callers speak as they would to a human; the agent understands accents, pauses, and repetitions.
What voice agents are good for
- Inbound service around the clock, including peak hours
- Outbound use cases such as callbacks or appointment confirmations
- Pre-qualification and routing to the right destination
- Handover to live agents for complex cases
Voice agent at LoyJoy
LoyJoy offers a Phone Agent as part of the platform, productive in 2 to 4 weeks, GDPR-compliant, and built on the same process modules as the chat channel.