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AI call routing

AI Call Routing Without a Menu Tree

Routing works best when the caller does not have to guess which department they need. Vocanta asks, understands, and then connects — or takes the message if nobody is available.

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Menus route by guesswork

A phone menu asks the caller to categorise their own enquiry before they have explained it. The result is misrouted calls, repeated transfers and callers who give up.

  • Callers pick the wrong option and are transferred repeatedly
  • Specialists spend time redirecting calls
  • Nobody records why a call was moved
  • Urgent calls sit in the same queue as routine ones

Route on intent, not on button presses

The caller explains the enquiry once. Vocanta identifies the type, applies your routing rules, and passes the call on with context.

  1. Step 01
    Ask why they are calling

    An open question rather than a list of options.

  2. Step 02
    Classify the enquiry

    Sales, service, accounts, new enquiry, existing customer — as you have defined them.

  3. Step 03
    Apply your rules

    Transfer, callback, message or booking, depending on availability and urgency.

  4. Step 04
    Pass on the context

    Whoever takes the call sees what the caller has already explained.

What you get

Intent-based rules

Routing depends on what the caller needs, not which key they press.

Availability aware

If nobody is free, the agent agrees a callback instead of holding the caller.

Urgency handling

Define what counts as urgent and where it should go first.

Multi-branch routing

Send enquiries to the right location or team.

Transfer reasons logged

Every escalation records why it happened.

Fallback path

A documented default for anything the rules do not cover.

Where businesses use it

  • Replacing a legacy IVR on the main line
  • Routing between branches or locations
  • Separating new enquiries from existing customers
  • Prioritising urgent service calls
  • Directing supplier and recruitment calls away from the sales team
Human handoff

AI answers first. People take over when it matters.

Vocanta is not designed to replace your team. You decide which situations must reach a person — and when a caller asks for one, or the enquiry falls outside the configured scope, the agent says so plainly and follows your escalation rule: a transfer, a message with a callback time, or an agreed follow-up. The reason for every escalation is recorded.

How we handle your call data

Questions we get asked

How does AI call routing work?

The agent asks the caller what they need, interprets the answer, and matches it to the enquiry types and routing rules you configured. It then transfers the call, agrees a callback, or takes a message — recording the reason either way.

Can the AI transfer a call to a person?

Yes. You decide which situations need a human. When one of those comes up — or when a caller asks for a person — Vocanta transfers the call to the right team member, takes a message with a callback time, or agrees a follow-up, and records the reason for the escalation so whoever picks it up has the context.

How quickly can we go live?

Setup starts with a short call to agree which calls Vocanta answers, the questions it asks, and where each outcome should go. You then choose the voice in the Voice Studio and we test the flow on your own example enquiries. Most businesses are answering live calls within a few working days, with no engineering work needed from your side.

How much does it cost?

Plans start at £250 per month and are priced by the amount of call time you need rather than by seat, billed monthly or annually with a 20% saving on annual billing. Extra call time can be added at any point and you can change plan monthly.

How is our call data handled?

Call data and contact details are transmitted over TLS and stored encrypted at rest, inside an access-controlled workspace, and integration credentials are handled server-side rather than in the browser. You can export contacts and call outcomes at any time or ask us to delete your workspace data, and a Data Processing Agreement is available on request. Vocanta does not currently hold SOC 2, ISO 27001 or HIPAA certification.

Keep reading

AI phone agent AI receptionist vs IVR AI customer service Pricing

Hear it answer a call like yours.

A 20-minute demo: we walk through your inbound calls, show the agent handling one of them, and tell you plainly what it will and will not do.

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