Part B · Understand it
Chapter 1 of 2 in this part
Anatomy of a call
GoalYou can draw how a voice agent works on a whiteboard, in five boxes.
A voice agent has ears, a brain and a voice. It also has a memory (the client’s documents) and hands (the client’s systems). When the caller needs a person, it transfers the call.
What happens in the split second after the caller stops talking
The five boxes
- Ears: speech becomes text while the caller is still talking.
- Brain: understands what the caller wants and decides what to do next.
- Voice: a natural voice by Cartesia, the world leader in natural speech.
- Memory: the knowledge base, with the client’s documents, price lists and opening hours.
- Hands: connections to the calendar, the CRM or the ticketing system.
The workflow: the steps agreed in advance
The agent does not improvise the job. It follows a workflow the business has approved: greet, understand the reason for the call, check the diary, book, confirm. Inside each step, it talks freely.