Question 1

What is an AI Call Agent?

Accepted Answer

An AI Call Agent is a voice-first AI system that connects to your existing phone number or SIP carrier and answers every inbound call around the clock. Powered by large language models (LLMs), it understands natural speech, remembers context across the conversation, asks follow-up questions, and responds the way a trained employee would. When it encounters a situation that requires human judgment, it announces the transfer and routes the caller to a live agent with full context already passed across.

For example, a dental clinic using Televanta's AI Call Agent can handle every "I need to book an appointment" call automatically, check the calendar in real time, offer available slots, and confirm the booking without any staff involvement.

Use case: A hotel front desk receives 200 calls per day. 70 percent are reservation enquiries and standard FAQs. With Televanta, those 140 calls are handled automatically 24/7, freeing staff to focus on guests already in the building.

Question 2

What is an AI voice agent?

Accepted Answer

An AI voice agent is a software system that conducts spoken conversations with humans using artificial intelligence.

Unlike traditional IVR systems that force callers through rigid menus, an AI voice agent understands natural language. Callers say what they need in their own words and the agent responds intelligently.

The best AI voice agents support multiple languages, use high-quality text-to-speech so callers often cannot tell they are speaking with AI, and maintain context across the full length of the call.

Televanta's AI voice agent natively supports multiple languages and can be configured for any language your customers speak, including those with limited support on other platforms.

For example, instead of pressing 1 for billing and 2 for support, a caller can simply say "I was overcharged on my last invoice" and Televanta's AI voice agent understands the intent, pulls up the account, and either resolves the issue or routes the call to billing with a full summary.

Use case: A telecom company replaces its IVR with Televanta's AI voice agent. Customer satisfaction scores rise because callers no longer navigate menus or repeat themselves when transferred.

Question 3

What is an AI phone agent?

Accepted Answer

An AI phone agent is an AI-powered system that handles telephone calls the way a human customer service representative would, by listening, understanding, responding, and taking action. The key difference from a chatbot is the medium: an AI phone agent works over voice calls, not text. It connects to any SIP carrier or phone number, handles inbound calls around the clock, and resolves the majority of queries without escalation. For calls it cannot resolve, it transfers to a human agent with a full conversation summary already prepared. Televanta's AI phone agent is designed for businesses that cannot afford to miss a single call.

For example, a plumbing company uses Televanta's AI phone agent to handle every call that comes in outside business hours. The agent collects the caller's address, the nature of the problem, and their preferred callback window, then creates a structured job card ready for the morning team.

Use case: An insurance broker receives high call volumes after weather events. Televanta's AI phone agent handles the surge in claim enquiries without missed calls or hold times, even at 2am on a Sunday.

Question 4

How does an AI Call Agent understand what callers say?

Accepted Answer

An AI Call Agent uses a multi-layer technology stack. First, automatic speech recognition (ASR) converts the caller's voice to text in real time. That transcription is then processed by a large language model (LLM) that understands intent, context, and nuance rather than just matching keywords. A high-quality text-to-speech (TTS) engine then converts the agent's response back into natural-sounding voice. The entire round trip typically happens in under two seconds so conversations feel fluid. Televanta's ASR is tuned for multilingual environments and can be adapted to any language you need.

For example, a caller might say "Yeah so I placed an order last Tuesday, I think it was order 4471, and I still haven't received anything." Televanta's AI Call Agent parses the order number, checks the fulfilment system in real time, and replies with the current shipping status, all without a human agent involved.

Use case: A logistics company uses Televanta to handle "where is my delivery" calls. The AI queries the tracking API mid-call and gives the caller a live update, resolving 80 percent of delivery enquiry calls without escalation.

Question 5

What languages do AI Call Agents support?

Accepted Answer

Modern AI Call Agents powered by large language models support dozens of languages out of the box. The agent detects the caller's language from the first sentence and switches automatically, with no manual configuration per call needed. Language-specific voice personas are available so callers hear an accent and tone appropriate to their region. Televanta supports a wide range of languages out of the box and can be configured for any additional language on request.

For example, a company that also serves customers speaking another language across the border can use a single Televanta deployment. The AI answers each caller in their own language from the same phone number.

Use case: A hotel chain serves guests from multiple countries who speak different languages. With Televanta, all guest calls are answered in the caller's language automatically, with no multilingual staff required on the front desk overnight.

Question 6

Can an AI phone agent handle calls 24/7?

Accepted Answer

Yes, 24/7 availability without queues is one of the core advantages of AI phone agents. The system connects to your SIP carrier or phone number and answers every call the moment it rings, regardless of the time of day, day of the week, or public holidays. Unlike a human team, there is no shift handover, no sick day, and no lunch break. Businesses using Televanta typically see the highest ROI during evenings and weekends when the human team is unavailable but customer demand does not stop.

For example, a GP surgery using Televanta handles appointment booking and repeat prescription query calls at 11pm on a Saturday. By Monday morning, the team has a full list of structured callbacks and bookings already in the system.

Use case: An e-commerce store runs a Black Friday promotion. Orders and customer queries spike overnight. Televanta's AI phone agent answers every call and handles tracking, return, and product queries through the night without any additional staffing cost.

Question 7

How does an AI voice agent escalate calls to a human agent?

Accepted Answer

An AI voice agent monitors each call for escalation triggers: the caller explicitly asks for a human, the AI has attempted to resolve the issue without success, sentiment analysis detects significant frustration, or the topic falls outside the agent's configured knowledge scope. When escalation is triggered, Televanta announces the transfer and routes the call to the next available human agent. The human receives a real-time summary showing intent, key details already gathered, and sentiment score, so the caller does not have to repeat themselves.

For example, a caller contacts a bank and asks about a disputed transaction. Televanta gathers the account number, transaction date, and amount, then detects the caller's frustration and escalates. The human agent picks up already seeing the full context and resolves the dispute in under three minutes.

Use case: A healthcare clinic uses Televanta to triage all inbound calls. Routine appointment requests go to the AI. Calls involving urgent symptoms or distressed patients are escalated immediately to a nurse with a full call brief already visible on their screen.

Question 8

Does an AI Call Agent sound like a real person?

Accepted Answer

Modern AI Call Agents use neural text-to-speech voices with natural pacing, varied intonation, and realistic conversational rhythm. In standard service calls, many callers cannot tell they are speaking with AI. Televanta offers multiple voice personas in different accents, genders, and styles, and can configure a custom voice that matches your specific brand personality. The agent also handles natural conversational elements like brief pauses and acknowledgment phrases that make the interaction feel genuine.

For example, a luxury hotel using Televanta configures a calm, warm female voice persona named "Petra" that aligns with the brand's tone. Guests regularly compliment "Petra" in post-stay surveys without realising they spoke with an AI.

Use case: A law firm wants to maintain a professional tone on every call. Televanta's AI Call Agent is configured with a formal voice persona and trained on the firm's service areas, so every first call sounds consistent and polished, even at 8am on a Monday.

Question 9

What tasks can an AI Call Agent handle on a call?

Accepted Answer

AI Call Agents can handle a wide range of call types including answering frequently asked questions, taking and confirming appointments, qualifying inbound leads and routing them to the right salesperson, handling order status and account queries, processing basic complaints and logging them for follow-up, conducting outbound reminder calls, and collecting customer satisfaction feedback. With Televanta, the agent's capabilities are defined by the knowledge base and business logic you configure, so the more complete your setup, the higher your containment rate.

For example, an automotive dealership uses Televanta to handle test drive bookings, service appointment reminders, and parts availability enquiries. All three use cases run from a single Televanta deployment with one knowledge base.

Use case: A property management company handles maintenance requests, rent payment queries, and lease renewal questions through Televanta's AI Call Agent. Residents call one number and the AI routes each call to the right outcome, logging everything in the CRM automatically.

Question 10

How does an AI phone agent connect to an existing phone system?

Accepted Answer

AI phone agents connect via SIP (Session Initiation Protocol), the standard VoIP protocol used by virtually all modern telephony systems. You can point your existing phone number at Televanta, or provision a new number on your carrier. No hardware changes are required since the integration is handled at the software layer. Televanta is compatible with all major SIP carriers and can be configured alongside existing contact center infrastructure so calls can be routed between AI and human agents seamlessly.

For example, a business keeps its existing phone number and SIP carrier unchanged. A simple configuration change routes all inbound calls through Televanta first. Calls the AI cannot handle are forwarded to the existing human team within seconds.

Use case: A multi-site retail chain with ten stores and ten phone numbers connects all numbers to Televanta in a single day. Each store number gets its own AI call agent with location-specific knowledge while the IT team makes zero hardware changes.

Question 11

What is the containment rate for an AI Call Agent?

Accepted Answer

Containment rate is the percentage of calls that the AI Call Agent resolves fully without needing to escalate to a human. For well-configured Televanta deployments, businesses typically achieve containment rates of 55 to 80 percent within the first 90 days. The rate depends on the complexity of your call mix and how thoroughly your knowledge base is set up. Televanta's operator portal shows containment rate in real time so you can track improvement and identify the most common escalation reasons.

For example, a utility company starts at a 45 percent containment rate in week one. After adding 30 more FAQ answers and two new call flows for billing queries, containment rises to 72 percent by week eight.

Use case: A telecoms provider uses Televanta's containment report to run a monthly knowledge base sprint. Each month the team adds answers to the top ten unanswered questions. Containment rate increases by 5 to 8 percentage points each cycle.

Question 12

How does an AI voice agent log and report on calls?

Accepted Answer

Every call handled by Televanta's AI voice agent is automatically logged in the operator portal with the caller's number, call duration, a full transcript, an AI-generated summary, detected intent, sentiment score, and whether the call was resolved or escalated. The call log is fully searchable so you can find any call by date, phone number, or keyword. Call data can also be exported for reporting or pushed to your CRM via integration.

For example, a customer service manager searches "billing dispute" in Televanta's call log and instantly sees every call where that topic came up in the last 30 days, with sentiment scores and outcomes for each one.

Use case: A contact center uses Televanta's call log to run weekly QA reviews. Instead of randomly sampling recorded calls, supervisors filter by low sentiment score and review only the calls where customers showed frustration, making quality reviews five times more targeted.

Question 13

Can an AI Call Agent book appointments during a call?

Accepted Answer

Yes. Televanta's AI Call Agent integrates with your scheduling system or calendar to check real-time availability, offer the caller suitable time slots, and confirm the booking all during the same call. A confirmation SMS or email is sent automatically after booking. This is one of the highest-value use cases for businesses in healthcare, hospitality, and professional services where appointment booking drives a large share of inbound call volume.

For example, a physiotherapy clinic connects Televanta to its booking system. A patient calls at 7pm after hours, selects a Thursday morning slot from the options the AI reads out, and receives a confirmation SMS within 30 seconds. The clinic captures a booking that would have been lost to voicemail.

Use case: A hair salon chain with six locations uses Televanta to handle all appointment bookings across every location from a single phone number. The AI asks which location, checks availability, and books, cancels, or reschedules without any staff involvement.

Question 14

How long does it take to set up an AI phone agent?

Accepted Answer

A standard Televanta AI phone agent deployment typically goes live in one to three weeks. The main steps are connecting your phone number or SIP carrier, loading your knowledge base with FAQs and business policies, configuring escalation rules and call flows, and running test calls before going live. Complex deployments with deep CRM integration or custom voice personas may take an additional one to two weeks. Televanta's onboarding team guides you through each stage.

For example, a small accounting firm onboards Televanta in eight days. Day one is the SIP connection. Days two through five are knowledge base loading. Days six and seven are test calls. Day eight is go-live.

Use case: A new restaurant opening in two weeks wants phone reservations handled from day one. Televanta is configured in five days with the menu, opening hours, allergen information, and reservation system connected, and is live before the first customer calls.

Question 15

Can an AI Call Agent handle outbound calls?

Accepted Answer

Yes. Televanta supports outbound calling in addition to inbound. Common outbound use cases include appointment reminders, payment due notifications, post-service satisfaction surveys, lead follow-up calls triggered by a form submission or CRM event, and proactive service outage notifications. Outbound calls use the same natural voice and LLM intelligence as inbound, so they feel like genuine calls rather than robocalls. All outbound calls are logged and reported in the same Televanta dashboard as inbound activity.

For example, a dental practice uses Televanta to call patients 48 hours before their appointment to confirm attendance. The AI handles confirmations, cancellations, and rescheduling requests in the same call. No-show rates drop by 30 percent.

Use case: A recruitment agency uses Televanta to make outbound follow-up calls to candidates 24 hours after application submission. The AI asks three qualifying questions, records the answers, and updates the CRM, giving recruiters a screened shortlist without making a single manual call.

Question 16

Is an AI voice agent GDPR compliant?

Accepted Answer

GDPR compliance for AI voice agents requires caller consent managed via a configurable announcement at the start of each call, data stored with encryption at rest and in transit, configurable data retention periods, and the ability to delete caller data on request. Televanta is built for European regulatory requirements, operates within EU data hosting frameworks, and provides a Data Processing Agreement for customers who require it. Businesses in Croatia and across the EU can deploy Televanta with confidence that their call data is handled in compliance with GDPR.

For example, every call on Televanta begins with a brief announcement: "This call may be recorded for quality and training purposes." Consent is logged automatically. If a customer later requests data deletion, their call records are removed within the configured retention window.

Use case: An insurance company uses Televanta and needs to pass an internal GDPR audit. Televanta provides full documentation of data flows, storage locations, retention policies, and the DPA, allowing the audit to be completed in a single review session.

Question 17

How does an AI Call Agent handle angry or frustrated callers?

Accepted Answer

Televanta's AI Call Agent uses real-time sentiment analysis to monitor caller tone and language throughout the call. When frustration is detected through negative language, raised vocal pace, or repeated failed resolution attempts, the agent shifts to a more empathetic response style and can immediately trigger escalation to a human agent with the sentiment flag visible to the receiving agent. The most upset customers are prioritised for human handling rather than kept in an AI loop.

For example, a caller contacts a broadband provider for the third time about the same unresolved issue. Televanta detects the escalating frustration, flags the call as high priority, and transfers to a senior support agent with a note showing this is the caller's third attempt and the previous resolution steps that failed.

Use case: An energy company uses Televanta's sentiment escalation during billing disputes. Calls that cross a negative sentiment threshold are routed directly to a dedicated retention team, cutting churn by giving upset customers faster access to decision-makers.

Question 18

Can an AI phone agent qualify sales leads?

Accepted Answer

Yes. Televanta's AI phone agent can be configured as a lead qualification system. When a prospective customer calls, the agent asks a defined set of qualifying questions covering budget, timeline, company size, and specific need, then scores the lead and routes high-priority prospects to a salesperson via call transfer or schedules a callback. All lead data is pushed to your CRM automatically so your sales team only handles pre-qualified conversations.

For example, a SaaS company receives 50 inbound calls per day from website visitors. Televanta qualifies each caller with four questions. Leads that meet the ideal customer profile are transferred immediately to a sales rep. Others are logged with their answers for follow-up within 24 hours.

Use case: A commercial solar installer uses Televanta to handle enquiry calls from business owners. The AI asks about roof size, energy spend, and ownership status. Qualified leads are connected live to the sales team. The team's close rate improves because every call they take is already pre-screened.

Question 19

What industries use AI Call Agents?

Accepted Answer

AI Call Agents are deployed across a wide range of industries. Healthcare uses them for patient appointment booking, clinic FAQs, and test result notifications. Hospitality uses them for hotel reservations, check-in queries, and concierge requests. Telecoms deploy them for account queries, technical support triage, and service outage information. Insurance companies use them for claim status, policy queries, and renewal reminders. Televanta serves all of these verticals with industry-specific knowledge base templates that accelerate setup.

For example, a hospital network uses Televanta across five departments: outpatient bookings, pharmacy queries, lab result notifications, discharge follow-ups, and general visitor information. Each department has its own call flow while sharing the same Televanta platform.

Use case: A regional insurance company uses Televanta to handle the first wave of claims calls after a storm event. The AI logs all claim details, policy numbers, and contact information, creating structured cases for adjusters who would otherwise spend their morning taking notes instead of processing claims.

Question 20

How does an AI Call Agent compare to a traditional IVR?

Accepted Answer

Traditional IVR systems present callers with rigid menus such as pressing 1 for billing or 2 for support. Callers find them frustrating and frequently press 0 to bypass them. Televanta's AI Call Agent accepts natural speech: the caller simply says what they need and the agent responds intelligently. The result is significantly higher first-call resolution, better customer satisfaction scores, and a much lower rate of unnecessary escalation. Televanta also does not require manual rebuilding of decision trees when your business changes.

For example, a utility company replaces a 12-option IVR menu with Televanta's AI Call Agent. Callers who previously abandoned the IVR in frustration now complete their enquiry in under two minutes. Average handle time falls from 8 minutes to 3 minutes.

Use case: A local council switches from IVR to Televanta for its public enquiry line. Residents can say "I want to report a pothole" or "When does the food waste bin get collected?" and get an accurate answer or be routed to the right department, without navigating a menu.

Question 21

How much does an AI Call Agent cost?

Accepted Answer

AI Call Agent pricing typically follows per-minute, per-call, or monthly subscription models. Per-minute pricing ranges from around 5 to 25 cents per minute. Monthly subscriptions for small businesses start from around 100 euros per month and scale for enterprise deployments. With Televanta, pricing is based on your call volume, number of languages, and integration requirements. Visit televanta.ai/pricing for current plans. Most businesses find Televanta pays for itself within 60 to 90 days through reduced staffing costs and captured after-hours revenue.

For example, a business handling 1,000 calls per month at an average of 3 minutes each would use 3,000 minutes of AI call time. At Televanta's per-minute rate, this is typically a fraction of the cost of even one part-time customer service employee.

Use case: A growing startup calculates that hiring a full-time receptionist costs 2,000 euros per month. Televanta handles the same call volume for a fraction of that cost, freeing the budget for product development while improving response time for every caller.

Question 22

Can an AI voice agent handle multiple calls at the same time?

Accepted Answer

Unlike a human agent who can handle only one call at a time, Televanta's AI voice agent handles unlimited concurrent calls. There is no queue and every caller is answered immediately regardless of how many other calls are active at the same moment. This makes Televanta particularly valuable during peak periods, product launches, or unexpected demand spikes when a human team would be overwhelmed. Capacity scales automatically based on your Televanta plan and real-time usage.

For example, a travel company sends a promotional email to 50,000 customers on a Monday morning. Within an hour, 300 calls come in simultaneously. Televanta answers all 300 in parallel with no hold time, while a human team of five would have kept most callers waiting for 30 minutes or more.

Use case: A ticketing company announces a popular concert on-sale. Call volume spikes 20x in ten minutes. Televanta handles every call simultaneously, answering availability and booking questions without a single engaged tone. The human team handles only the complex seating requests that need judgment.

Question 23

Does an AI phone agent integrate with CRM software?

Accepted Answer

Yes. Televanta integrates with major CRM platforms to automatically log calls, update contact records, create follow-up tasks, and push call summaries and sentiment data after each interaction. When a caller's number matches an existing CRM record, Televanta pulls that context into the call, personalizing the conversation with the caller's name, account status, or recent interaction history. Specific integrations are listed on the Televanta integrations page; the team can also configure custom integrations via API.

For example, a returning customer calls a software company. Televanta pulls their CRM record, sees they raised a support ticket two days ago, and greets them: "Hi Sarah, are you calling about the issue you reported on Tuesday?" The caller feels recognised and the resolution is faster.

Use case: A car dealership uses Televanta's HubSpot integration to log every service enquiry call. After each call, the CRM contact is updated with call duration, sentiment, and a summary. Sales reps can see the full call history before they follow up, making every conversation more relevant.

Question 24

What is the difference between an AI Call Agent and an AI chatbot?

Accepted Answer

Televanta's AI Call Agent handles telephone conversations, spoken voice calls over your phone number or SIP line. The AI Chatbot handles written text conversations on your website, app, or messaging platforms. Both are powered by LLM intelligence and share a common knowledge base, but they serve different customer touch points. Many businesses deploy both: the AI Call Agent for phone traffic and the AI Chatbot for website and messaging traffic, with both feeding into the same unified Televanta dashboard.

For example, a customer who discovers a product on the website at midnight chats with the Televanta chatbot, gets their questions answered, and books a demo. The same customer calls the next morning and is greeted by Televanta's AI Call Agent which can see the chat history and picks up the conversation in context.

Use case: A B2B software company deploys both Televanta channels. The chatbot handles website visitors during working hours and overnight. The AI Call Agent handles all inbound phone enquiries. Both feed into the same Salesforce instance, giving the sales team a unified view of every prospect interaction.

Question 25

Can I see a transcript of every call the AI phone agent handles?

Accepted Answer

Yes. Televanta automatically generates a full searchable transcript for every call. In the operator portal you can open any call and see the complete word-for-word transcript, an AI-generated summary of what was discussed, the caller's detected intent, the sentiment score at each stage of the call, and whether the call was resolved or escalated. This gives complete visibility without having to listen to individual recordings.

For example, a compliance officer at a financial services firm searches Televanta's transcript log for the phrase "cancel my account" and reviews every instance from the last 90 days, identifying patterns in the reasons customers are leaving without listening to a single recording.

Use case: A franchise operator with 20 locations uses Televanta's transcript search to monitor call quality across the network. Any transcript mentioning "complaint" or "unhappy" is flagged for manager review, creating a lightweight quality assurance process with no manual call listening required.

Question 26

How do AI voice agents handle multilingual calls?

Accepted Answer

Televanta's AI voice agent detects the language of the caller's first sentence and responds in that language automatically, with no manual configuration required per call. If the caller switches language mid-conversation, which commonly happens in bilingual markets, the agent follows the switch and continues in the new language without losing context. Televanta supports a wide range of languages, which is particularly valuable for businesses serving customers across multiple regions.

For example, a caller starts in one language, switches to another mid-call when discussing a technical specification, then switches back for the booking confirmation. Televanta handles all segments of the call correctly without any interruption.

Use case: An e-commerce company sells to customers in multiple countries. With Televanta, all customer service calls are answered in the right language automatically from a single deployment, with no separate phone numbers or agents for each market.

Question 27

What happens if an AI Call Agent cannot answer a question?

Accepted Answer

When Televanta's AI Call Agent encounters a question outside its knowledge base, it does not guess or fabricate an answer. Instead, it acknowledges the limit honestly, offers the caller a clear next step either by escalating to a human agent or taking a message for callback, and logs the unanswered question in the Televanta portal. This unanswered questions log shows you exactly what your knowledge base is missing so you can fill the gaps and improve containment over time.

For example, a caller asks about a new product variant that was just added to the catalogue but not yet added to the AI's knowledge base. Televanta says "I don't have the details on that specific option just yet" and offers to connect them with a product specialist or take a callback request.

Use case: A software company reviews Televanta's unanswered questions report every Monday. The top three unanswered questions from the previous week are added to the knowledge base. Within 12 weeks of launch, the AI resolves 94 percent of calls without escalation, up from 58 percent on day one.

Question 28

Can an AI Call Agent take messages and schedule callbacks?

Accepted Answer

Yes. When a call cannot be resolved immediately and no human agent is available for transfer, Televanta's AI Call Agent takes a structured message from the caller, capturing their name, contact number, the reason for the call, and any relevant details, and logs it in the Televanta portal with a callback task. The caller is given a realistic timeframe for the callback. Every out-of-hours call results in actionable follow-up rather than a missed opportunity.

For example, a financial adviser's office closes at 6pm. A prospective client calls at 8pm. Televanta collects their name, phone number, the type of advice they are looking for, and their preferred callback window. The adviser arrives in the morning to a structured list of warm leads to call back.

Use case: A property lettings agency uses Televanta's callback flow for weekend calls. Tenants reporting maintenance issues leave a structured message with the property address, issue description, and urgency level. The maintenance coordinator arrives Monday morning with a prioritised job list ready to dispatch.

Question 29

How does an AI voice agent improve over time?

Accepted Answer

Televanta's AI voice agent improves through a combination of knowledge base updates and performance analytics. The operator portal shows the most common escalation reasons, unanswered questions, and low-confidence responses, giving you a clear action list for each optimization cycle. When you add new content to your knowledge base the AI incorporates it immediately without retraining. Over the first 90 days, most businesses using Televanta see containment rate increase by 15 to 25 percentage points.

For example, a customer service manager at a telecoms company runs a fortnightly Televanta review. They add the top unanswered questions to the knowledge base, adjust two call flows based on escalation patterns, and update the FAQ with three new product questions. Each cycle, fewer calls reach human agents.

Use case: A retail chain tracks Televanta's monthly performance report. In month one, 40 percent of calls were resolved by the AI. By month six, after systematic knowledge base improvements, 74 percent are resolved without human involvement, reducing the contact centre headcount needed by two full-time equivalents.

Question 30

Are AI Call Agents suitable for small businesses?

Accepted Answer

Absolutely. Small businesses benefit enormously from AI call agents because they cannot afford a full call center team but still need to capture every lead and support every customer. With Televanta, a small business can answer calls when the owner or a small team is unavailable, qualify leads, book appointments, and handle FAQs, all for a monthly cost significantly lower than a single part-time hire. Televanta offers plans sized for small businesses with lower monthly call volumes.

For example, a one-person consultancy uses Televanta to answer calls while the owner is in client meetings. Callers receive a professional response, are asked qualifying questions, and are offered a booking link. The owner checks the Televanta dashboard between meetings and calls back only the highest-priority leads.

Use case: A small plumbing company uses Televanta to capture every emergency call overnight and on weekends. The AI collects the caller's address, describes the nature of the problem, and logs a job card. The owner wakes up to a prioritised job list and never misses a callout again.

Question 31

Can an AI phone agent handle both inbound and outbound calls?

Accepted Answer

Yes. Televanta handles both inbound and outbound telephony from a single platform and dashboard. On the inbound side, it answers every call to your number instantly. On the outbound side, it initiates calls for reminders, surveys, lead follow-up, and notifications. Both use the same knowledge base and voice persona, and all activity feeds into the same reporting dashboard, giving you a consistent brand voice and complete call visibility across all telephone interactions.

For example, a dental practice uses Televanta for inbound appointment booking and outbound appointment reminders. The same voice persona handles both, so patients experience a consistent brand voice whether they call the clinic or receive a reminder call from it.

Use case: An estate agency uses Televanta for inbound property enquiries and outbound follow-up calls to leads who submitted a valuation request form online. The same Televanta deployment handles both directions, and all call outcomes sync to the agency's CRM automatically.

Question 32

What data does an AI Call Agent collect during a call?

Accepted Answer

During each call Televanta captures the caller's phone number, call timestamp and duration, a full transcript, detected intent and topic, sentiment score, whether the call was resolved or escalated, and any structured data collected during the call such as a name, booking reference, or appointment preference. This data is stored securely in Televanta's platform and, where integrated, pushed to your CRM automatically. Callers are notified of recording via a configurable announcement at the call's start.

For example, a customer calls a car rental company. Televanta logs the call time, the rental location they asked about, their pick-up date, vehicle preference, and that they mentioned having a corporate account. The CRM record is updated with all of this before the call even ends.

Use case: A facilities management company uses Televanta's call data to understand which sites generate the most client enquiries and what types of requests are most common. This informs staffing decisions and helps them prepare more targeted proposals for contract renewals.

Question 33

How do AI Call Agents handle sudden spikes in call volume?

Accepted Answer

Televanta scales horizontally and automatically. When call volume spikes, additional AI instances spin up in real time to answer every call simultaneously. There is no maximum concurrent calls limit in the traditional sense. The platform handles surges during product launches, marketing campaigns, service outages, or seasonal peaks without manual intervention or degradation in response quality. This is a structural advantage over human call teams, which require advance notice and recruitment to scale.

For example, a broadband provider announces a service outage via email at 9am. Within 15 minutes, 500 customers call simultaneously. Televanta answers every call in parallel, provides the outage status and estimated resolution time, and deflects all 500 calls without a single customer reaching a hold queue.

Use case: A government agency runs a public information campaign about a new benefit. Call volume to the enquiry line increases 15x on the day of the announcement. Televanta handles the surge without any pre-planning or staffing changes, delivering consistent information to every caller.

Question 34

Can an AI voice agent recognize returning callers?

Accepted Answer

Yes. When a returning caller's phone number matches a record in your CRM or Televanta's call history, the AI voice agent can greet them by name, reference their previous interactions, and skip questions already answered in prior calls. This significantly improves the caller experience since a customer calling about a follow-up to a previous issue does not have to re-explain their situation from scratch. Caller recognition is configured as part of your Televanta CRM integration.

For example, a returning patient calls their GP surgery. Televanta sees the phone number, retrieves the patient name from the CRM, and greets them: "Hi David, are you calling to book a follow-up appointment?" The patient confirms and the booking is made in under 90 seconds.

Use case: A luxury car service uses Televanta's caller recognition to deliver a premium experience. Returning clients are greeted by name, their preferred vehicle type is remembered, and their usual pick-up location is offered as the default. The AI handles the call the way a personal concierge would.

Question 35

What is the difference between an AI voice agent and a voicebot?

Accepted Answer

Traditional voicebots follow pre-scripted paths. They recognize specific keywords and route callers through decision trees and break down as soon as a caller says something unexpected. Televanta's AI voice agent uses large language models to understand intent in natural language, handle topic changes, manage interruptions, and hold multi-turn conversations. The practical difference is significant: voicebots frustrate callers while AI voice agents resolve their issues.

For example, with a traditional voicebot, a caller saying "I want to know about my standing order" might trigger "I'm sorry, I didn't understand that" because the system only recognises "transfer money" as a keyword. Televanta understands the intent correctly and responds with the right information.

Use case: A credit union replaces its decade-old voicebot with Televanta. Within 30 days, call abandonment rates fall from 34 percent to 8 percent. Members who previously hung up in frustration now complete their enquiries because the AI actually understands what they are saying.

Question 36

How do call transfers work between an AI agent and a human agent?

Accepted Answer

When a transfer is triggered, Televanta performs a warm SIP transfer to the next available human agent. Before the caller is connected, the human agent receives a real-time briefing in their interface showing the call summary, detected intent, key information already collected, and the caller's sentiment score. The human agent can greet the caller with context rather than asking them to start over. Transfer wait time is minimized through your configured queue logic.

For example, a caller is transferred from Televanta to a billing specialist. The specialist's screen shows: "Caller: Maria Kovač. Issue: Invoice from October is 45 euros higher than expected. Sentiment: Frustrated. Previous resolution attempt: AI could not access invoice details." The specialist greets Maria by name and addresses the specific issue immediately.

Use case: A software support team uses Televanta to handle first-line technical queries. When a call escalates, the developer receiving the transfer can see the full troubleshooting steps the AI already took, avoiding duplication and cutting average resolution time by 40 percent.

Question 37

How does an AI Call Agent handle calls in multiple languages?

Accepted Answer

Televanta is designed for multilingual business environments. The AI Call Agent detects the language of the caller's first message and responds in that language. If the caller switches language mid-conversation, the agent follows the switch and continues in the new language without losing conversational context. This is particularly valuable for businesses in multilingual markets where callers naturally move between multiple languages in the same call.

For example, a business owner calls a government services line and starts in one language but switches to another when describing a specific technical term from their import licence. Televanta handles the switch mid-sentence and continues the conversation correctly in the second language before reverting for the summary.

Use case: A logistics company operating across the Adriatic region uses Televanta's multilingual capability to serve clients speaking different languages from one phone line. No routing rules are needed: the AI handles each caller in their language automatically.

Question 38

What reporting does an AI Call Agent dashboard provide?

Accepted Answer

Televanta's operator dashboard shows live and historical data including calls today and this month, containment rate, average call duration, satisfaction score, active agents at any moment, a live call volume chart, per-agent performance metrics, most common call intents, escalation rate, and unanswered question frequency. All metrics update in real time and you can filter by date range, agent, language, and call outcome. The data is exportable for business reporting.

For example, an operations director at a contact center opens Televanta's dashboard on Monday morning and in under five minutes sees which call intents drove the most escalations last week, which agents received the most transfers, and what the top three unanswered questions were.

Use case: A franchise network uses Televanta's reporting to compare performance across 15 locations. Franchisees with the highest escalation rates are identified and coached on knowledge base improvements. Underperforming locations improve containment by 20 percent within two months.

Question 39

Can an AI phone agent send SMS or email follow-ups after a call?

Accepted Answer

Yes. Televanta can be configured to send automated SMS or email follow-ups after a call concludes, for example an appointment confirmation, a summary of what was discussed, a link to a relevant resource, or a payment link. These post-call messages are triggered by call outcome and are fully templatable. All follow-up messages are logged in the Televanta call record alongside the transcript and summary.

For example, a caller books a service appointment over the phone with Televanta. Within 30 seconds of ending the call, they receive an SMS confirming the date, time, location, and a link to add the appointment to their calendar. The confirmation requires no manual action from any staff member.

Use case: A utilities company uses Televanta to send post-call SMS summaries after every technical support call. The SMS includes the reported fault reference number, the estimated resolution time, and a link to the customer's support portal. Customer satisfaction scores improve because callers have a written record of what was promised.

Question 40

How do I get started with an AI Call Agent?

Accepted Answer

Getting started with Televanta begins with a free demo at televanta.ai/contact. During the demo, the Televanta team reviews your current call volume, the types of calls you receive, and your goals for automation. Onboarding typically takes one to three weeks and includes phone number connection, knowledge base setup, call flow configuration, and test calls before go-live. Televanta's team supports you through the entire setup process and remains available for ongoing optimization after launch.

For example, a business owner books a Televanta demo on Monday, completes the knowledge base questionnaire by Wednesday, approves the first test calls the following Monday, and is live by Friday of that week, answering every inbound call while focusing on the work only they can do.

Use case: A growing logistics company has just hired its 20th employee and is finding that inbound customer calls consume too much team time. After a Televanta demo, they go live in 12 days. Within 30 days, 65 percent of inbound calls are handled by AI, freeing the team for higher-value work.

AI Call Agent FAQ

See how AI Call Agent works in your stack.