VoiceAI

VoiceAI is a prompt-based AI voice solution that automatically handles and routes inbound calls, reducing call volumes and agent workload. It understands spoken requests, gathers key details and either resolves the enquiry or transfers the call to the right team with full context, improving first-time resolution rates by up to 95%. Available 24/7 and able to manage unlimited simultaneous calls, VoiceAI ensures every caller is answered instantly, without queues or button menus.

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Why Britannic For VoiceAI?

With over 40 years of experience in business communications and contact centre transformation, Britannic understands how voice technology performs under real operational pressure. We take a consultative approach, working closely with you to understand your demand patterns, service goals and customer expectations before configuring VoiceAI to fit your environment. And we stay involved beyond go-live, continuously refining performance, prompts and routing logic so VoiceAI doesn’t just answer calls, but consistently reduces demand and improves service outcomes. 

Features Of VoiceAI

Natural Language Voice Recognition

Callers speak freely instead of navigating rigid menus. Built-in intent recognition detects what the caller needs in real time and adapts the conversation dynamically. This allows accurate understanding without pre-set call paths.

Automated Workflow Execution

Configurable workflows enable tasks to be completed during the call itself. Structured data can be captured, actions triggered and requests progressed without agent involvement. Processes are aligned to your operational rules and service structure.

Real-Time System Integration

Secure integrations connect directly to telephony and core business systems. Live data can be retrieved or updated during the conversation, enabling true transactional automation rather than static responses. This ensures accuracy across every interaction.

Context-Preserving Call Transfer

When escalation is required, transcripts, captured details and intent summaries transfer with the call. Agents step into conversations fully informed, reducing repetition and shortening handle times. Escalation logic remains fully configurable.

High-Volume Concurrent Call Handling

Cloud-based infrastructure allows large volumes of simultaneous calls to be managed without degradation. Every caller is answered instantly, even during peak demand. Service levels remain stable without increasing headcount.

Configurable Prompt And Logic Controls

Conversation prompts, routing rules and escalation paths are fully configurable. Tone, structure and guardrails can be aligned to brand and compliance requirements. This ensures automation remains controlled and consistent.

Performance Monitoring And Continuous Optimisation

Built-in monitoring tracks containment rates, routing accuracy and conversation outcomes. Logic and prompts can be refined over time to improve performance. The system becomes more effective as usage grows.

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Business Benefits Of VoiceAI
  • Reduces inbound call volumes by automatically resolving repeatable enquiries without agent involvement.
  • Lowers operational costs by handling high demand without increasing headcount.
  • Improves first-contact resolution by understanding intent accurately and routing calls correctly the first time.
  • Eliminates long queues and busy tones by answering every call instantly, even during peak demand.
  • Shortens average handle time by transferring calls with full context and captured information included.
  • Enables 24/7 service availability without the need for additional staffing or overtime.
  • Stabilises service performance during seasonal spikes, campaigns or unexpected surges.
  • Improves customer experience by replacing rigid IVR menus with natural conversation.
  • Increases agent productivity by removing repetitive, low-value call handling.
  • Provides measurable performance insight through tracking containment rates and routing accuracy.

VoiceAI Use Cases

Use Case
What VoiceAI Does
General Enquiry Handling Answers frequently asked questions such as opening hours, service information, account queries or policy details without agent involvement.
Intelligent Call Routing Understands the caller’s reason for contact and routes the call directly to the correct department or specialist team.
Appointment Booking And Scheduling Captures availability, confirms details and books appointments directly within connected systems.
Payment Collection Securely guides callers through payment processes and confirms transactions.
Service Request Logging Captures structured information for repairs, complaints, maintenance or support requests and automatically creates cases.
Order Or Case Status Updates Retrieves real-time updates from backend systems and provides callers with accurate status information.
Out-of-Hours-Support Handles calls outside business hours by capturing requests, providing information or escalating urgent cases.
Overflow And Peak Demand Management Manages excess call volumes during busy periods to prevent long queues and missed calls.
Pre-Agent Data Capture  Gathers key details before transferring to an agent to reduce handle time and eliminate repetition.
Customer Verification And Identification Captures identifying information before accessing or updating account records.
Emergency Or Priority Routing Identifies urgent situations and fast-tracks calls to the appropriate team.
Campaign Or Seasonal Demand Handling Manages high-volume contact during campaigns, billing cycles or seasonal demand spikes.
VoiceAI FAQ’s
Transform Customer Engagement with VoiceAI Solutions

Discover how VoiceAI from Britannic uses prompt-based AI to automatically answer, understand and route inbound calls—resolving queries or transferring them with context to improve efficiency, reduce queues and enhance customer experiences.

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