An AI Phone Agent for Inbound Customer Calls
An AI phone agent sits on your inbound line and handles the call end to end: greeting, questions, confirmation and outcome. Vocanta keeps that scope deliberately narrow so it works reliably on real customer calls.
Phone menus lose the caller
Most businesses solve call volume with a menu tree. Callers press through options, land in the wrong place, and hang up — and the business never learns what the enquiry was.
- Callers abandon the menu before reaching a person
- Enquiries land in the wrong department
- There is no record of the calls that were dropped
- Simple questions still occupy a member of staff
Speak instead of pressing buttons
The caller says why they are calling, in their own words. Vocanta identifies the enquiry type, asks the follow-up questions you have configured, and takes the call to a defined outcome.
- Step 01Open conversation
No menu — the caller explains the enquiry naturally.
- Step 02Classify and qualify
The agent works out which enquiry type this is and asks the matching questions.
- Step 03Complete the outcome
Booking, callback, transfer or message, depending on the rules you set.
- Step 04Report
Your team receives the caller's details and what was agreed.
What you get
Callers can interrupt, correct themselves and ask questions mid-flow.
Sales, service, accounts and new enquiries can each take a different path.
You decide exactly what the agent may and may not handle.
Out-of-scope requests escalate or follow the fallback you have agreed.
Every call leaves a readable record of what was said and what was decided.
Preview other languages in the Voice Studio; English is fully supported today.
Where businesses use it
- Replacing a menu tree on a main business line
- Handling repeat questions about opening hours, location and availability
- Qualifying inbound sales enquiries before a callback
- Routing existing customers to the correct team
- Taking overflow when the queue is full
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 dataQuestions we get asked
How is an AI phone agent different from an IVR menu?
An IVR menu asks the caller to choose from a fixed list of options. An AI phone agent lets the caller explain the enquiry in their own words, then asks follow-up questions and completes the task — booking, capturing details or transferring — without the caller navigating a tree.
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
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.