What is Assembled’s AI Voice Agent?

Assembled’s AI Voice Agent provides all the capabilities you need to start delivering automated support over the phone.

• Voice automations: Use your knowledge base, workflows, and integrations with backend systems to automatically resolve cases over the phone
• Routing + Agent Handoff: Quickly identify calls that can’t be resolved automatically, and transfer the call to the right agent with all the right handoff information
• Insights: Get interaction-level visibility and the high level insights you need to ensure your agent is delivering impact and quality at scale
• Easy to set up: Set up automated support in days or weeks, instead of months

Voice agent configuration

Assembled’s AI Voice Agent enables you to start delivering automated phone support in days or weeks instead of months.

Integration

We support integrations with most IVRs and CRMs.

• IVR integration requires setting up call forwarding in your IVR using 3rd party transfers or SIP
• Assembled integrates with your CRM to deliver hand-off data to the right agent for any calls which are not resolved automatically

Basic Setup

The “General” tab of the Voice Agent settings page lets you configure basic settings for all Voice Agent interactions.

Legal disclosure: Choose whether or not to enable a standard legal disclosure before each agent interaction Welcome / Closing / Handoff message: Customize what your agent says when opening, closing, or handing off callers.

Routing

Assembled’s AI Voice agent will automatically recognize callers’ issues in order to route them to the right agents and collect relevant handoff information.

Case categories

Assembled’s AI Voice Agent uses case categories to automatically classify the caller’s issue. Case categories can be auto-generated from past cases, or set up from scratch. For more info, [link to case categories article].

Routing

The “Routing” tab of the Voice Agent settings page lets you create and manage call destinations, which may represent support queues or external transfer destinations.

Once destinations are setup, you can easily map the correct case categories to each destination.

Smart fields

Assembled’s AI Voice Agent uses smart fields to collect information from callers. Smart fields define pieces of data specific to your business (e.g. Account number) along with key context (e.g. where to find your account number and how many digits it should be).

For more info, [link to smart fields article].

Handoff configuration

The “Handoff configuration” tab of the Voice Agent settings page enables you to specify which smart fields should be collected for different case categories before they are handed off to an agent. These fields, along with an overall interaction summary, will be posted to your CRM when the call is transferred to a member of your team.

Automations

Assembled’s AI Voice Agent leverages the same knowledge and workflows across channels to resolve cases over the phone. See guides for workflow editing or reach out to your implementation manager for support! 

Preview

Once setup, Assembled’s AI Voice Agent is easy to test using our Preview feature, which allows you to converse directly with you Voice agent and get visibility into its reasoning.