Voicebot

A voicebot is an AI-powered voice assistant that runs on your phone number. When a call comes in, the bot greets the caller, understands their request using speech recognition, and responds with natural-sounding speech. It can follow a structured flow (like a menu) or have a free-form conversation driven by AI.

Behind the scenes, the bot connects to your systems — looking up order statuses, checking appointment availability, or verifying account details. If the caller’s request is too complex or they ask to speak to a person, the bot transfers the call to a human agent with full context of the conversation so far.

Voicebots excel at handling the questions your team answers dozens of times a day. How do I recharge my card? How does the loyalty scheme work? What is the complaints procedure? How do I return a product? Instead of tying up agents with repetitive calls, the voicebot explains the procedure step by step — clearly, patiently, and consistently every time.

This frees up your human agents for the calls that actually need personal attention, while callers with routine questions get an instant answer without waiting in a queue.

Voicebots can also handle case status enquiries — integrating with your billing or CRM system to pull live data and present the caller with a clear status update and next steps. “Your repair is scheduled for Thursday between 10 and 12. Do you want to reschedule?” All without a human agent.

A voicebot does not just transfer calls — it qualifies them. Before connecting a caller to a human agent, the bot can ask what the issue is about, collect key details like account numbers or order references, and assess the complexity of the request. The agent then receives the call with full context: who is calling, what they need, and what the bot already handled.

This means agents spend less time asking basic questions and more time solving problems. Complex requests are routed to the right specialist. Simple ones are handled by the bot entirely. The result is faster resolution, better customer experience, and a more efficient team.

CallFactory voicebots support integration with AI services like Google Dialogflow, Azure AI, OpenAI, Deepgram, ElevenLabs, or your own language models. This means the bot can understand natural speech — not just button presses — and respond conversationally.

A caller can say “I want to reschedule my appointment to next Thursday” and the bot understands the intent, checks availability, and confirms the change. This is a step beyond traditional IVR menus and creates a more natural, efficient caller experience.

Voicebots can book and reschedule appointments directly in your scheduling system — no manual handling needed. The caller says when they are available, the bot checks your calendar in real time, proposes a slot, and confirms the booking. Reschedules and cancellations work the same way.

This is especially valuable for healthcare practices, service companies, and any business that handles a high volume of appointment calls. The bot works 24/7, so callers can book outside office hours too. Your team’s calendar stays up to date automatically.

Voicebots do not just handle incoming calls — they can make them too. When a case status changes in your system, the bot can automatically call the customer with an update. When a document or piece of information is missing, the bot calls to collect it — reliably and without your team having to chase.

This turns the voicebot into a proactive tool. Instead of waiting for customers to call in, the bot reaches out on trigger events: a delivery is delayed, an appointment needs confirming, a form is incomplete, a payment is overdue. Each outbound call follows a structured script, collects the required input, and feeds it back into your system automatically.

CallFactory gives you full flexibility in how your voicebot is built and where it runs. We can build and maintain the entire solution for you — fully managed, GDPR-compliant, and always up to date. Or your team can build it using our toolkit and API. Or we build the first version together and your team takes over from there.

For banks, insurance companies, and other heavily regulated industries, there is a fourth option: host it on your own servers, behind your own firewall. We set up the phone number and audio streaming, and provide your team with a development kit containing functions like dial, hang up, transfer, play message, and any custom function you need. Your developers build the voicebot logic entirely within your own infrastructure — giving you full control over data, security, and compliance.

You do not need to build a fully AI-powered bot from day one. Many businesses start with a structured voicebot — a flow that greets the caller, asks a few questions, and routes based on the answers. This alone reduces the load on your team significantly.

As you learn what callers ask most often, you can add AI capabilities, connect more systems, and expand the bot’s scope. The platform grows with you — from a simple automated greeting to a full AI assistant handling thousands of calls per day.

Every voicebot runs on CallFactory’s IVR platform — the same infrastructure that powers all our telephony features. This means your bot benefits from the same reliability, call quality, and scalability as everything else we offer.

For businesses with high call volumes or advanced requirements, the natural upgrade path is dedicated IVR servers — a fully private environment with maximum capacity and customisation.

The technology behind AI voicebots is mature and powerful — but it is also an investment. Costs depend on who builds it, who hosts it, and the volume of minutes involved. Equally important: AI needs careful guarding and oversight to ensure it behaves exactly as intended on every call.

A voicebot is most feasible for businesses that already operate call teams and are looking to reduce costs or add flexible capacity through AI. At this moment, we only accept and plan voicebot projects for companies that already have a considerable volume of inbound calls currently handled by humans and use some form of call scripts to handle these calls. If that describes your situation and you want to scale down existing teams or handle peaks without hiring, a voicebot is a strong fit — and we invest in setting up a tailored demo so you can see exactly how it would work for your operation before committing.

CallFactory is one of very few European-based providers that can build and operate AI voicebots in full compliance with all regulations — and also offer you the option to host the technology yourself, behind your own firewall. Because we own and operate our own IVR platform, every function you want the AI to perform — dial, transfer, hold, record, play message, or any custom action — we can build and support. Most SaaS platforms in this space offer only basic functionality like audio streaming with a simple dial or transfer. We go much further: any custom function is possible, and because the AI runs directly on our own infrastructure, we achieve the lowest possible latency between the caller and the bot.