Create Inbound AI Voice Agents | Easy Guide

Hello everyone! Let's talk about phone calls. Specifically, answering them. Remember those awful automated systems where you yell "Representative!" hoping a human picks up? Yeah, me too. For the longest time, I thought setting up anything automated to answer calls was either crazy expensive or needed a team of tech geniuses.

My first attempt involved some clunky IVR system... let's just say callers were not happy. But things have changed! Creating an AI agent to handle your inbound calls – the ones coming into your business – is totally possible now, and way less painful. We're going to walk through how to create an inbound AI agent, step by step. And I'll even share a pretty neat combination of tools, VoiceAIWrapper and Vapi, that makes this whole thing smoother. Let's dive in!

So, What Exactly Is an Inbound AI Agent?

Think of it like a super-smart answering machine or virtual receptionist.

• It automatically answers incoming phone calls.

• It uses AI (Artificial Intelligence) to understand what the caller is saying (Speech-to-Text).

• It can then respond intelligently and talk back naturally (Text-to-Speech).

• Unlike old-school "Press 1 for Sales" systems, it can handle more conversational requests, answer common questions, route calls to the right person or department, or even take basic information.

• The goal? To handle calls efficiently and provide a good experience, especially for common or repetitive inquiries.

If you would like to learn more, head over to our article on how voice ai works.

Picking The Tools : Why VoiceAIWrapper + Vapi is a Great Combo for Inbound Agents

• Performance That Matters:

  • Low Latency: Vapi aims for responses under 500-800ms. This is HUGE for inbound calls. It means less awkward silence and a more natural back-and-forth conversation. Nobody likes waiting for a robot to think.

  • Natural Conversation: They focus on things like turn-taking and interruption handling. This means the AI can often handle someone talking over it or jumping in, just like a real person might experience. Makes the call feel less clunky.

• Powerful Capabilities:

  • Function Calling: Lets your AI access your data or take actions in your systems during the call. Essential for anything beyond basic FAQs.

  • Data Extraction: Easily review call transcripts and metadata to see what happened and improve your agent.

  • Multi-Language: Supports English, Spanish, Mandarin, and tons more. Great if you have diverse callers.

• Easy Integration & Flexibility:

  • Everything is API-based, meaning lots of configurations are possible if you need them.

  • You can bring your own API keys for specific AI models (like a particular voice you like) or even plug in self-hosted models. You're not totally locked into their default choices.

• Cost-Effective & Accessible:

  • Free trials let you dip your toes in.

  • Crucially, it reduces the need to hire developers or build complex third-party workflows, saving significant time and money. This makes it accessible even for smaller teams.

• Reliability & Security:

  • Enterprise Grade Uptime (99.9%): Important for business calls – you need it to work reliably.

  • Compliance (SOC2, HIPAA, PCI): This is critical if your agent might handle sensitive customer information. Knowing it meets these standards provides peace of mind.

• Built for Improvement:

  • Testing Tools: Design simulated tests to catch problems early.

  • Guardrails: Built-in features help prevent the AI from going off-script or making things up (hallucinations).

Your step by step guide to create your inbound voice Ai assistant.

Here's a short video that describes the steps involved in creating a an inbound voice ai assistant

Step 1: Hooking Up Vapi API Keys with VoiceAIWrapper

We need to get VoiceAIWrapper talking to Vapi. Think of it like plugging in a new gadget – you gotta make the connection first so they can work together. This integration is essential for the whole setup.

• Why do we connect them? Simple! This link lets your VoiceAIWrapper account control Vapi's powerful voice features. It's how you'll enable VoiceAIWrapper to create assistants and manage the actual phone calls using the Vapi voice API. Basically, this step turns on the Vapi magic inside VoiceAIWrapper. Without securely connecting your Vapi API Keys, the next steps won't work.

• How to Connect Your Keys: It's pretty straightforward:

  1. Get Logins: First, make sure you have an account for VoiceAIWrapper (you can start with a free one) and also sign up for Vapi.ai.

  2. Find Vapi Details: Log in to your Vapi.ai account. You need to find your Organization ID and generate your API Keys (you'll get a Public Key and a Private Key). Keep these handy and safe!

  3. Add Keys to VoiceAIWrapper: Now, head over to your VoiceAIWrapper settings. Look for the section related to API Keys or Integrations. This is where you'll securely paste your Vapi Organization ID and both the Public and Private Vapi API Keys you just got.

  4. (Check the Picture Below): If you're wondering exactly where to put these keys in VoiceAIWrapper, the image just below this text points it out clearly.

     
     

     

Once you've entered those details, you've successfully linked the two platforms! You've completed this part of the configuration, and the Vapi voice API service is active in VoiceAIWrapper.
Connecting the keys is the first step. To learn more about the complete VAPI integration and see everything VoiceAIWrapper enables, view our Complete VAPI & VoiceAIWrapper Guide.

Step 2: Giving Your AI Agent the Keys to Your Calendar (Cal.com API & Event ID)

Alright, next up! If you want your shiny new inbound AI agent to actually do useful stuff like automated appointment booking, we need to give it permission to access your calendar. Think of it like giving a trusted assistant a key to the meeting room scheduler. This involves getting an API key and an Event ID from Cal.com. This is a key part of the setup for AI agent function calling.

• Why do we need this? Your AI phone agent needs two things from Cal.com to work its magic:

  • Permission (API Key): The API key is like a secure password that proves your voice AI agent is allowed to interact with your Cal.com account. It's essential for the API integration.

  • Specific Instructions (Event ID): The Event ID tells the AI exactly which type of meeting it should book (like "30-Minute Demo Call" vs. "1-Hour Consultation"). Without this, the agent wouldn't know what appointment to schedule. This makes the automation specific and reliable.

• How to Get Your Cal.com Details: Follow these simple steps:

  1. Log into Cal.com: Access your Cal.com account.

  2. Generate API Key: Head to the 'Settings' area, then find 'API Keys'. Create a new API key. Copy this key immediately and store it somewhere safe – you'll need it soon! Treat it like a password.

  3. Find Your Event ID: Go to your 'Event Types' in Cal.com. Click on the specific meeting type you want the AI agent to book (e.g., the demo call). Now, look up at the web address (URL) in your browser. You'll see a string of numbers – that's your Event ID! For example, if the address is https://app.cal.com/event-types/2099542?tabName=setup, your Event ID is 2099542. Copy this number down too.

  4. (Watch the Video): Need a visual walkthrough? The video right below this section shows you exactly where to click to find both your Cal.com API key and that specific Event ID needed to connect to your voice AI agent.

Got both the API key and the Event ID saved securely? Great! You've just completed a critical piece of the integration, allowing your AI agent to perform automated booking. On to the next step!

Step 3: Giving Your AI Agent a Phone (Configure Telephony)

Alright , your inbound AI agent has the smarts (thanks to the AI) and knows how to book meetings (thanks to Cal.com). But how does it actually talk on the phone? It needs a phone number! This step is all about setting up the telephony connection – the actual phone line for your voice AI agent. This integration is essential for both inbound and automated outbound calling.

• Why do we need this phone number? Think of it this way: the AI is the brain, but the phone number is the mouth and ears. You need a real phone number (like one you get from a Voice over IP provider, often called a VOIP number, or through something called a SIP trunk) so your AI phone agent can actually receive incoming calls or make outgoing ones. Vapi helps manage this layer.

• How to Connect a Phone Number:

  1. Get a Number in Vapi: Usually, you'll start in your Vapi account. Vapi works with telephony providers, so you can often purchase a new phone number directly through them or connect your existing SIP trunk if you have one. Get this number set up in Vapi first.

  2. Tell VoiceAIWrapper About It: Now, jump back into your VoiceAIWrapper account. Find the section for managing phone numbers, often labeled "Import Number" or something similar.

  3. Sync the Numbers: Use the import feature in VoiceAIWrapper. This pulls the phone number(s) you just set up in Vapi over to VoiceAIWrapper. Good news – this sync often works both ways, keeping things updated between the platforms. This completes a major part of your agent setup.

  4. (Look at the Image): Need help finding where to add numbers in VoiceAIWrapper? Check out the screenshot below – it shows you exactly where the import function is.
     
     

     

Once that number is synced, your voice AI agent is officially connected to the phone network! It now has the telephony capability needed to start handling calls. We're getting close!

Step 4: Building Your AI Agent's Brain (Create & Configure)

Alright, this is the exciting part – where we actually build and configure your AI agent! This is the core of the AI agent setup. Whether you're building an inbound AI agent to answer calls or one for outbound calls, the process here is similar. We're defining who the agent is, what it should do, and how it should talk.

• Why is this step so important? This is where you give your voice AI agent its personality and instructions. You'll decide on its voice and tone (AI agent persona), clearly define its main goal (like answering questions or booking demos), write its AI script (or 'prompt'), and importantly, connect tools like the Cal.com calendar so it can perform actions (AI function calling).

• How to Create and Configure Your Agent:

  1. Go to Assistants: In your VoiceAIWrapper account, look for the "Assistants" section (usually on the left menu). Click "Add Assistant" to create assistants from scratch. Quick Tip: If you already made assistants directly in Vapi, they should automatically appear here thanks to the sync we set up earlier!

  2. Write the Prompt/Script: This is maybe the most critical part of training your voice AI agent. In the prompt area, you'll write detailed instructions. Start with how it should greet the caller, what its main purpose is, key questions it might need to ask, and how to handle different responses or requests (like "I'm not interested" or "Can I book a time?").

     • Pro Tip for Inbound: Need a starting point for an inbound calls script? Check the Bonus section at the end – there's a sample AI prompt you can copy and tweak.

  3. Add Smarts (Knowledge Base): Got FAQs or product info the agent should know? Upload those documents to the "Knowledgebase" section in VoiceAIWrapper. Then, link that knowledge base directly to your assistant. Now your AI phone agent can answer questions even if they aren't explicitly written in the main prompt! This uses knowledge base AI effectively.

  4. Connect Its Tools (Function Calling): Remember that Cal.com API integration? Here's where you use it! In the Assistant's settings within VoiceAIWrapper, find the "Tools" or "Functions" area. This is where you'll connect the Cal.com scheduler you set up earlier. This empowers your agent to check availability and book meetings automatically.

     • Need Help Connecting Tools? The video below shows exactly how to use the "Tools" function in VoiceAIWrapper to link Cal.com for automated appointment booking.
       
       

     
     

  5. Test Your Creation! Before unleashing your agent, you absolutely must test it. VoiceAIWrapper has a "Test Assistant" button. Click it to have a live phone call with your AI agent. Pay close attention: Does it follow the script? Does it handle questions well? Does the Cal.com integration work? Keep refining the AI prompt based on these test calls until it performs smoothly.

     • See How to Test: The image right below shows you where the test button is in VoiceAIWrapper. For a more detailed look at testing, revisit the video at the start of this article.

       
       

     

Take your time with this step! A well-defined prompt and thorough testing are key to creating an effective voice AI agent. You're essentially programming the conversation flow and connecting all the pieces you've set up.

Step 5: Go Time! Launching Your Inbound Voice AI Assistant

Alright , you've built your voice AI agent, connected the telephony, and configured its brain. Now it's time to put it to work receiving inbound calls! We do this by setting up an inbound campaign in VoiceAIWrapper. This is a crucial part of inbound call automation.

• Why set up a Campaign? Think of a campaign as the mission control for a specific calling project. It neatly bundles everything together:

  • Which specific AI agent you want to take the calls.

  • The exact phone number it should receive the calls on

  • The assistant schedule (when it should be available to take calls).

  • It also tracks the results for this specific effort, which is great for campaign analytics. This campaign management structure lets you run different inbound assistants simultaneously using different AI agents.

• How to Launch Your Inbound Campaign:

  1. Create the Campaign: Inside your VoiceAIWrapper account, head over to "Campaigns" and click "Add Campaign." Make sure you select "Inbound Campaign" as the type.

  2. Configure Campaign Settings:

     • Give your campaign a clear name (e.g., "Intake Form Assistant").

     • (Optional but important) Set a Concurrency Limit. This tells the system how many simultaneous calls to take at the exact same time. Be mindful of your Vapi plan limits here! Start lower if unsure.

     • Select the Phone Number you configured earlier in the setup.

     • Assign the specific AI Agent you created and tested.

     • Define the Agent Schedule: Choose which days and times the AI agent is allowed to take calls, set the correct time zone,

     • Advanced Option: You can often set up CRM integration via the Voiaceaiwrapper API to automatically add caller details automatically into your CRM, enabling more automation.

  3. Launch! Once everything looks good, hit that "Launch Campaign" button.

And that's it! Your inbound AI assistant is now live and ready to handle incoming calls according to your precise configuration. Keep an eye on its performance metrics to see how effectively your automated inbound call handling is working!

Bonus: Leveraging Your Inbound AI Assistant Analytics

• Why: Understanding how your inbound AI assistant performs is key to making it better! Data doesn't lie, and platforms like VoiceAIWrapper give you the voice AI analytics needed for refinement and proving its value. This is crucial for optimizing your automated inbound call handling.

• How: Regularly check the assistant's performance dashboard for these crucial insights:

  • Call Logs: See who called in, when they called, which number they reached, and how long the call lasted. Essential for tracking inbound call volume and patterns.

  • Call Transcripts: Read the full text of the conversations your AI agent had. Great for understanding caller requests and checking the AI's responses. Often available in multiple languages if you've configured multi-language AI support.

  • Call Summaries: Get quick, AI-generated summaries highlighting the main points of each call. Saves time reviewing every detail.

  • Call Recordings: Listen to the actual audio recordings. Perfect for quality assurance, troubleshooting, and understanding the caller experience (always ensure you comply with call recording regulations!).

  • Key Data Extraction: Configure the system to automatically identify and tag important information mentioned during the call (like account numbers, email addresses, specific product interests, or confirmed actions). A powerful feature of contact center AI solutions.

  • Call Outcomes: Track the result of each interaction (e.g., Question Answered Successfully, Call Routed to Sales, Message Taken, Technical Support Needed, Appointment Scheduled). This call outcome tracking helps you measure the effectiveness of your customer service voicebot without listening to every single call.

Structuring Your Inbound AI Agent Prompt

While every inbound AI agent prompt needs tailoring to its specific job, here’s a basic structure to get you started with AI call flow design.

## **Important Instructions**

- Current time = {{"now" | date: "%b %d, %Y, %I:%M %p", "America/New_York"}}
- Your timezone = America/New_York.
- Always refer to your timezone when making time related decisions. However, do not verbalize the timezone where referring to the time during the call.
- When the conversation is concluded, invoke the `endCall` function to terminate the call.
- Never speak out the word "endCall" during the conversation.
- If you detect a voice mail system or answering machine, invoke the `endCall` function to terminate the call.
- If the conversation goes off track, politely steer it back to the current topic and continue from where it was left off.
- If the user says "hello" in the middle of the conversation, or after a pause. DO NOT restart the conversation. Continue from where the conversation left off.
- **Avoid Numbering:** Do not specify numerical items (e.g., 1, 2) when presenting instructions, list of items, steps, etc. Instead, use clear transitions such as "Next" or "After that."
- **Time Reference**: Always use English words for time references, e.g., "seventy-two hours" or "forty-eight hours".
- ALways pronounce the word "vapi" as "vah-pee".
- While collecting an email address or phone number, always:
  - Ask the user to spell it out for accuracy.
  - Repeat it back to the user for confirmation.
  - When asking for phone number, always ask for the country code.
  - Explicitly ask, "Did I get that right?" before proceeding.
  - If the user indicates an error, correct it before proceeding.
  - When capturing the email address, if the caller spells out letters or uses phonetic alphabets (e.g., "A as in Apple"), use soft verbal acknowledgments (only use "aha" and "mmhmm"), in between pauses.
  - Do not say "got it", if the caller has not given out the part after the "@" (at) of the email address. After capturing the entire email, recap the email in the same manner as it was given, including the pauses, and wait for the caller to confirm.
  - If the caller says the email captured was incorrect and attempts to give it again, in those cases request the caller to spell it out. Once captured, recap it for the caller and wait for them to confirm.
- For booking meetings:
  - First, use the "check_availability" tool to get available slots with the appropriate parameters.
  - Always ask for the user's timezone before checking availability. Don't ask it again if the user has already answered this question.
  - Confirm the available slots with the user and ask them to pick one.
  - Once the user selects a slot, repeat back the date and time for final confirmation.
  - Explicitly ask, "Does this sound good?" before proceeding.
  - For booking the meeting, always use the confirmed email address provided by the user, which should always be confirmed using the spell out method before proceeding with the booking.
  - Always spell out the user's email address to confirm it before using it in the "book_meeting" tool.
  - Once confirmed, use the "book_meeting" tool to finalize the booking.
  - If the meeting is confirmed, express enthusiasm and mention that meeting has been scheduled and do not mention the meeting URL on the call.

## **Role & Identity:**

- You are Daniel - a friendly, experienced customer service representative at voice AI wrapper.
- You speak in a natural, conversational tone. (If asked whether you’re an AI, confirm that you are the AI model handling calls for voice AI wrapper.)

## **Who You’re Speaking To:**

- You’re speaking to a a visitor on the voice AI wrapper website who might be interested in creating voice ai calling agents for their business or an agency who might be looking for white labeled voice ai calling software. For example, “Hello, my name is Daniel and I am here to answer your questions about voice AI wrapper or schedule a meeting with our team. How may I help you today?”

## **Objective & Background:**

- Your mission is to engage callers and answer their questions about voice AI wrapper. For questions that you don't have answers to or if the caller wishes to talk with the team you will schedule a call with them.
- voice AI wrapper (pronounced as /voice/ ai/ wrapper) connects with voice api's and allows users to launch outbound and inbound voice ai calling campaigns instantly - pretty much like the conversation that you are having right now'.
- voieaiwrapper offers a free trial and has been used for over 900,000 (read as nine hundred thousand) voice ai calls by multiple clients

## **Core Services & Value Proposition:**

- voice AI wrapper integrates with voice api providers like vapi and allows users to quickly launch their voice ai calling campaigns.
- Services include:
  - voice AI wrapper offers a free trial
  - voice AI wrapper offers 24/7 support for paying customers
  - voice AI wrapper also offer white labeling option for agencies
- Key benefits to highlight:
  - launch voice ai campaigns with any development effort
  - get advanced insights and analytics from your ai calling campaigns
  - white labeling option for agencies
  - lowest cost of maintenance
  - wide range of integrations
  - great for outbound calling campaigns
  - great for creating inbound call assistant

## **Audience Pain Points:**

- Many businesses looking for voice ai calling solutions struggle with
  - time and cost involved in creating a system that works for them
  - maintaining third party automation is time and cost intensive
  - the effort required to test the outcome of voice ai calling campaigns is high
- most of the custom voice ai solutions out there are expensive

## **Pricing & Location:**

- voice AI wrapper is currently free to use for a limited time during the BETA period. After that we will offer a heavily discounted pricing to all early users
- For tailored pricing details, mention that a call with our commercial team can be arranged.
- If asked, that voice AI wrapper is a globally distributed team with team members spread over the US, India and the Philippines

## **Workflow & Process:**

1. **Account Setup:**
   - sign up for a free voice AI wrapper account, connect your vapi account keys and you can start immediately.
   - if you don't have a vapi api account you can sign up for free on vapi dot ai.
2. **Integration & Training:**
   - there are clear on screen instructions on how to connect your vapi api keys with voice AI wrapper plus there is a help center and a support chat available.
   - voice AI wrapper can integration with anything that vapi dot ai integrates with.

## **Objection Handling Guidelines:**

- **Objections:**
  - for any objections or additional queries politely respond that you might not be best informed to answer the question and you can arrange a web call with the team and schedule a meeting.

## **Call Script & Interaction Flow:**

1. **Call Opening - Initial Greeting:**

   - **First Message:**
     - Hello, my name is Daniel and I am here to answer your questions about voice AI wrapper or schedule a meeting with our team. How may I help you today?

2. **Scheduling a Detailed Discussion:**

   - Propose setting up a meeting with our team.
   - Ask for their preferred meeting time and time zone, and confirm the details if they agree.
   - "Great! Just to confirm, we’re scheduling the meeting for [date] at [time]. Can you confirm your timezone so we have everything set up correctly?"

3. **Closing & Follow-Up:**

   - If the meeting is confirmed, express enthusiasm and mention that you’ll send a scheduling link via email.
   - If not, thank them for their time and invite them to reach out if their needs change.
   - ALways end the call with a friendly goodbye. For example, "Thanks for your time. Have a great day! Goodbye."
   - When the prospect declines a meeting."I understand, and no worries at all. If at any point you’re looking to create ai calling agents, we’d be happy to chat. Feel free to reach out, and thanks for your time today! Goodbye."

4. **Handling Requests for a Live Person:**
   - If the prospect asks to speak with a human, acknowledge their request and transfer the call seamlessly.
   - "Of course! Let me transfer you to one of my colleagues right away."

## **Style & Tone Guidelines:**

- Use casual, everyday language with a friendly, laid-back vibe.
- Keep responses short and conversational—like chatting with a colleague.
- Use natural fillers (e.g., “umm…”, “well…”, “I mean…”) as appropriate.
- Vary your expressions to avoid sounding repetitive.
- Always remain respectful, helpful, and personable.
- Engagement: Make the conversation feel personal and engaging by adapting responses to the user’s tone or mood.
- Consistency in Rate of Speech: Maintain a steady, natural speaking pace throughout the conversation to ensure clarity and ease of understanding. Avoid speaking too fast during explanations or too slow during confirmations.
- Match the prospect’s tone and language to keep the conversation natural. Feel free to use light humor or a casual remark when appropriate to make the call feel more like a friendly chat rather than a sales pitch

Think about these key elements when doing your voice AI scripting:

1. Initial Greeting & Identification: How should the AI agent answer the phone? (e.g., "Thank you for calling [Your Company Name], you're speaking with our AI assistant. How can I help you today?")

2. Understanding Intent: How will the AI figure out why the person is calling? (Often involves open-ended questions like "How can I help?" or more direct ones if routing calls, like "Are you calling about sales, support, or billing?") This relies heavily on natural language processing.

3. Information Gathering (If Needed): What key pieces of information does the AI need to collect to handle the request? (e.g., name, account number, order ID).

4. Core Task Fulfillment / Knowledge Access: This is the main part.

   • If answering FAQs, how does it access the knowledge base AI?

   • If routing calls, what are the triggers for transferring to different departments or human agents?

   • If performing actions (AI function calling), what information triggers the connection to tools like Cal.com?

5. Handling Edge Cases & Errors: What should the AI agent say if it doesn't understand the request? (e.g., "Sorry, I didn't quite get that. Could you please rephrase?") How many times should it try before offering to transfer?

6. Confirmation & Closing: How does the agent confirm the task is complete or the call is being transferred? What's the closing statement? (e.g., "Okay, I've scheduled that appointment for you. Is there anything else?" or "Please hold while I transfer you to a support specialist.")

Remember to write your customer service AI prompt using natural, conversational language and test it thoroughly! This structure provides a solid foundation for training your voice AI agent for effective inbound call handling.

Wrapping Up

Building an inbound AI agent isn't black magic anymore! It's about understanding the steps: plan the job, pick user-friendly tools like VoiceAIWrapper and Vapi that handle the complex tech stuff, design a good conversation, connect it carefully, and test thoroughly. That first terrible IVR I set up? It taught me the value of smooth performance and easy setup – things this VoiceAIWrapper/Vapi combo seems built for. By starting simple and using these modern tools, you can definitely create an inbound AI agent that actually helps your callers and your business. Give it a try!

Frequently Asked Questions (FAQs)

• Q: How smart can an inbound AI agent really be?

  • A: They are best at handling specific, predictable tasks like answering FAQs, routing calls based on keywords, or collecting basic information. They use AI to understand variations in how people ask questions but aren't great at handling brand new, complex, or highly emotional situations. Think 'helpful assistant for common tasks', not 'human replacement for everything'.

• Q: Do I need to be a programmer to create one using VoiceAIWrapper and Vapi?

  • A: The goal of tools like VoiceAIWrapper is often to simplify the process, reducing the need for deep coding knowledge for many standard setups. While advanced customization or complex integrations might still benefit from technical skills, you can likely build a functional inbound agent without writing code from scratch, especially using their platforms and potentially visual builders.

• Q: How much does it cost?

  • A: It varies. VoiceAIWrapper and Vapi offer free trials/credits to start. After that, pricing is usually based on usage – like the number of minutes the agent is talking or the number of calls handled. Because they bundle capabilities, it can be more predictable than paying for many separate AI services (like TTS, STT, LLM) individually. Check their specific pricing pages for details.

• Q: Can it understand different accents or languages?

  • A: Yes, platforms like VoiceAIWrapper/Vapi explicitly mention support for multiple languages (English, Spanish, Mandarin, etc.) and the underlying AI models are generally trained to handle various accents reasonably well. Test with your target audience if accent handling is a major concern.

• Q: Is it secure to have an AI handle customer calls?

  • A: If you use platforms that are compliant with standards like SOC2, HIPAA, or PCI (as mentioned for VoiceAIWrapper/Vapi), then yes, they are built with security in mind for handling potentially sensitive data. Always verify the specific compliance levels needed for your industry and data type.

• Q: What happens if the AI gets stuck or the caller asks for a human?

  • A: Good AI agent design includes "escape hatches." You should program logic for what happens when the AI doesn't understand after a couple of tries (e.g., "Sorry, I'm still not getting that. Let me transfer you.") and always provide an easy way for the caller to request a transfer to a human agent if they prefer.