# AI Voice Agent

The AI voice agent in ilert enables human-like phone interactions for faster, smarter incident handling. It understands caller intent, gathers key information, and provides real-time updates using connected service data. This helps reduce manual triage, streamline incident reporting, and improve MTTR.

## Add the AI voice agent to your call flow

1. Navigate to **Call routing** and open or create a call flow.
2. Click the **+** button to add a new node.
3. From the node list, select AI voice agent.
4. The AI voice agent configuration panel will open on the right.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcY4f7UisAsKSczsB4j3Jl9IASoZ-ETDhJ0kKHfbZ4dMKVodBo3VtqbJt6lhHZyc9SFrnanIUXCsIEo0z_ClLMC1ygYDG8_npow589vv09OVI651_CI1tDAJ6ORuoVew6v7pS9_jQ?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

## Configure the greeting and agent name

1. In the **Optional title** field, enter a name to label the node *(e.g., “AI Virtual Assistant”).*
2. In the **Greeting** field, write a message to welcome the caller *(e.g., “Welcome to ACME, this is Alex, your virtual assistant. How may I assist you today?”)*.<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfe-RvriCLFwXBF4c7I1nj7tB-r8sKzOt-fvz63NLKjqk3aN3-lLNhrwAhEGl74aRz6CburtGf0W8OyBeft7diQC9Vwo-AWGvQa1k57QYaXrAoLsoqIP6z93TBRH-i0lCsy6Uhj?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

## Define caller intents

1. Under **Intent** **configuration**, click **+ Add intent**.
2. Select from existing intents like:
   * Report critical incident
   * Report system outage
   * Report security breach
   * Request technical support
   * General inquire
3. Or click **Create** **new** to define a custom intent with a description.
4. Click **Add** to save.

Each intent becomes a branch in your call flow for further configuration.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeFUz7HRpJn2EdETAkrccpnB4Pu19wrQO6fenY-WnnHGEsSyEqmySkQEAGJzrG6k7v4fUfgXZGwdiSFGgH0mHLRbAKTOqF50ag5c2Qh85We5IiE9PAsU-2iwZpBgrbeBclIpnZuSw?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

## Configure information gathering

1. In the **Information** **gathering** section, select the data the agent should collect:
   * Caller name
   * Contact number
   * Email address
   * Incident description
   * Affected services
2. To add a custom field:
   * Click **+ Add custom field**
   * Enter a label *(e.g., Customer ID)*
   * Choose the field type *(e.g., Text)*
   * Optionally, make it required and add a sample question
   * Click **Add**\ <br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdZ2Afnz0bPzNwWqfHd6s_BqowAs4-lJNwKwnIB1-QPZOXj5JV9Hy-0CXZ61U5r5Y-e_gUf_lGKqQ-7qr6uBO6Z4bIwMPjXCSLrK9Nllwmhd7oR6xMcxD4Zk1z3JFSRHd854scIGQ?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

## Enable knowledge enrichment (optional)

1. Toggle on **Enable** **knowledge** **enrichment**.
2. Choose which data types to include:
   * Open incidents
   * Maintenance windows (scheduled and ongoing)
   * Service status (even if there are no incidents)
3. Select data sources *(e.g., API, UI, AI, Payment).*

This allows the AI to respond with dynamic updates based on real-time incident data.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdZAq2VrPXAbq5VdGve9rQpfbsUbqEr9UqoJaaoU2XoP4o9kEAiV3vQmLAkE96c8GVx66liyZMLjLlT6EVHqDh1RzecmXYRNbSVxE7MAjZwgM34IOnJqtxW5vUpG4VKw3LDQra5EQ?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

## Route caller based on intent

1. After adding intents, each intent appears as a separate branch in the call flow.
2. Click the **+** icon under each intent to define follow-up actions, such as:
   * Route call
   * Create alert
   * Play an audio message
   * Ask for PIN
   * Block numbers
3. Configure a **Fallback** action for unmatched inputs.
4. Click **Save** to apply changes to your call flow.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc8J4lIkVuy2mL74shfvZjsH00Y78s1JFJXgDC_gt_OgKcJaZjM-sty82aTu7MmjQFPV2M8iZYXVBkq7zgx2c12IMXhoqA95JROT2hfm0uLSDSu9FIA5B_OkMpJ-iVm85HoYgx77g?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

## Build the complete call flow

Once the AI voice agent is configured, you can create the full call handling flow:

1. **Incoming call node** – Entry point for all calls.
2. **AI voice agent node** – Greets caller, identifies intent, and collects requested information.
3. **Intent branches** – Each intent appears as its own branch. Example:
   1. Report critical incident – Route to a live agent or create a high-priority alert.
   2. Report system outage – Trigger a recorded status update and log the incident.
   3. Fallback – Handle unknown inputs with a standard message or voicemail option.
4. **Actions under each branch** – Click the **+** icon under each intent to define what happens next, such as:
   * Route call
   * Create alert
   * Play audio message
   * Ask for PIN
   * Block numbers
5. **End call node** – Close the call after actions are complete.

## This is how a Call Flow could look:

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdhcMTKPrCrkFq5-UGb7qdHbrfyHNdGGHuPQ4aJZs7OnUhB1r2Ufzo3fz6RF9tM_bgan6_FVARE-r_e0ywtdpMUQDRB1OVFOUh4DJg_IJuRn6lD8OHkrRAtEDEJANIOw6k19uzV?key=aGUq77QI78aUiU6rhsUzAA" alt=""><figcaption></figcaption></figure>

***

## FAQ

**Can I add multiple intents to one AI voice agent?**\
Yes, you can add and configure multiple intents per agent, each with its own branch and follow-up logic.

**Is knowledge enrichment required?**\
No, but enabling it helps the AI respond to callers with real-time service data.

**What languages does the AI voice agent support?**\
The AI voice agent supports English and German. Additional language support may be added in future releases.

**Can I test the AI voice agent before going live?**\
Yes, you can preview and simulate your call flow directly within ilert before assigning a real number.

***

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