How AI answers your calls

What happens when the ASC AI assistant answers one of your calls.

When a caller reaches your business, the AI assistant handles the conversation the way you have set it up, and brings in a live agent the moment a call needs one.

On a typical call

1

Greeting

The assistant answers with your personalized greeting, so callers hear your business name and the opening you chose.

2

Understand the caller

It listens, follows your script, uses speech-to-text to interpret responses, and asks the questions you want answered in the caller's language where supported.

3

Take action

Depending on your setup, it captures a message, transfers the call, books an appointment, or supports a follow-up workflow.

4

Escalate when needed

If the call needs a person, the assistant hands off to a live agent, 24/7.

5

Deliver the details

The message and any captured details arrive through your usual delivery methods and appear in your portal alongside your other messages.

What it captures

The assistant collects the same kinds of details a live agent would, based on your script, for example the caller's name, contact information, reason for calling, and anything else you ask for. Everything is delivered and stored with your other messages.

Languages

The AI assistant supports multilingual conversations in 80+ languages. To confirm the languages enabled for your account, contact your account manager.

Core AI technologies

ASC AI answering uses core speech technologies to manage voice interactions reliably.

• STT converts caller speech into text so the workflow can understand intent and capture details.
• TTS delivers spoken responses using your configured prompts and scripts.

ASC can also support SMS AI workflows alongside voice workflows, depending on your setup.

When a human takes over

AI answering always has a human backstop. When a caller asks for a person, or the conversation needs judgment the assistant should not make on its own, it escalates to a live agent at any hour. See Hybrid: AI plus live for how to control when that happens.