Just a few years ago, talking to a bot on a helpline was synonymous with frustration. Customers would call and hear only: ‘Sorry, I didn't understand the question.’ Today, the situation is completely different – AI voice agents are becoming more natural and effective, and companies are beginning to take real advantage of their capabilities.

This is also evident in CallPage – as many as 20% of new registrations are customers who also want to implement an AI agent. And it's hardly surprising, given that 62% of customers say they prefer to talk to AI if it means they can get their business done faster.

Voice agents operate 24/7, respond in seconds and handle multiple calls simultaneously. For companies, this means faster service and lower costs.

But is AI the solution to every problem? Not necessarily. There are still many situations that it cannot handle, and human involvement is still needed. But this is definitely the direction in which customer service and sales are heading.

How Does an Agent Differ from a Bot?

At CallPage, we use the term Agent to distinguish the new technology from what we traditionally understand as Voice Bots. Unlike their older counterparts, which were often limited to simple commands, AI voice agents can hold a normal conversation, tailor their responses to the context, and use the knowledge provided by the company. 

This makes them sound almost human. They still need a little more time to respond and sometimes get the pronunciation of Polish names wrong. However, they do not take time off, and their implementation costs (and takes) less than hiring a new employee. 

🎧 Listen to an example conversation with an AI voice agent: watch the recording

So what can Voice Agents do, and what else is there? 

7 Scenarios Where an AI Voice Agent Makes a Difference

Based on implementations and conversations with our clients, we have prepared a list of situations in which companies are implementing AI.

1. When a Company Loses Customers Because of Missed Calls

There are industries where competition is fierce and customers can find an alternative in a matter of seconds, so every missed call is a real loss. Here, we spoke specifically with a customer who offers repairs and equipment purchases – his potential customers rarely call twice. They simply look for another company. 

The CallPage widget alone partially solves this problem – the system connects incoming calls to multiple salespeople, increasing the chance that someone will answer. But what if everyone is busy? Or, as in this case, the owner answers the phones himself?

This is where the AI voice agent comes in. It will answer every missed call and then provide answers to the most important questions (using the company's knowledge base), and the entire conversation and customer data are fed into the system. 

Salespeople can then call back and pick up exactly where the AI left off.

2. Sales Expects Better Call Qualification

You know how it is – marketing generates leads, but sales doesn't want to accept them so as not to waste time on poor-quality leads. 

We have often observed this problem among customers who wanted to add a contact number or CallPage widget to landing pages – to which specific advertising campaigns were directed. The marketing department wanted to increase conversion, while the sales department was concerned about the quality of calls and employee time.

AI solves this conflict. Voice Agent answers the call and checks: whether the customer matches the ICP (ideal customer profile), what their needs are and how ready they are to buy. Only valuable contacts are forwarded to salespeople – those who are less ready are given information and redirected, for example, to an email address. What's more, you can decide which call will be directed to which department or person. Of course, there are certain limitations here, e.g. too many qualifying questions may discourage the customer, and too complicated a ‘tree’ of redirects may cause the agent to get confused. Nevertheless, in practice, simple pre-selection is enough to relieve the sales department and ensure that salespeople only talk to promising leads.

3. Customer Service on Weekends or in the Afternoons

There are industries – such as dentistry, beauty, tourism and education – where customers most often call in the afternoon or on weekends. That is, when they themselves are not working. Companies in these industries usually work in the afternoons, but sometimes even that is not enough. 

A good example is a company in the tourism industry that we spoke to. Most calls from new customers came in the late afternoon, when customers had free time. Unfortunately, the helpline was already closed at that time.

An AI voice agent solves this problem. It can answer calls at any time of the day or night, answer frequently asked questions, and collect contact details for the next day. 

According to research, as many as 62% of consumers prefer to talk to AI rather than wait for a consultant if it means they will get an answer faster. For companies, this means higher customer satisfaction and a real competitive advantage – because not everyone is available around the clock.

4. Reduction of Helpline Maintenance Costs

Customer service is one of the most expensive departments in any company – especially in e-commerce or telecoms, where the helpline receives thousands of calls a day. One of our customers who runs an online store said that most of the enquiries were about simple matters: delivery times or return conditions. Salespeople and consultants spent hours repeating the same answers.

Based on the uploaded knowledge base, the agent can independently answer the most frequently asked questions. And if the question exceeds their capabilities, e.g. requires checking something in the system, they will connect the customer to a consultant. This helps reduce the number of calls to consultants by up to 80%. An additional bonus is that people wait less time on the helpline, which promotes customer satisfaction. 

According to Juniper Research, in 2023, companies around the world saved $8 billion thanks to agents and bots, and in some cases, service costs fell by as much as 90%. 

Now these savings are also available to smaller companies, which can implement AI on the front line for as little as a few dozen dollars.

5. Employee Recruitment

Temporary employment agencies and manufacturing companies receive hundreds of applications every month, and each candidate must undergo an initial interview in which they are asked exactly the same questions: ‘What shift do you prefer?’, ‘Do you have the required qualifications?’, ‘When can you start?’.

Our client from the manufacturing industry said that recruiters spent entire days on repetitive interviews before they even met a candidate who was valuable to the company.

An AI voice agent takes over this first line of contact. It calls the candidate, asks standard questions and records them in the system. The HR manager receives a list of people who meet the criteria and only then engages in conversation. This saves hours of work and makes the recruitment process faster and more efficient.

6. Virtual Secretary and Company Assistant

Not every company can afford to hire a receptionist or secretary. In small businesses, the owner often answers the phone themselves – or no one answers if they are in a meeting or on the road. This is commonplace in the construction and service industries, for example.

In such situations, an AI voice agent works great. It can answer the phone, respond to repetitive questions (e.g. about opening hours, scope or prices of services), and save the information in the panel. 

This makes the company look professional from the very first contact – even if it is actually a one-person business. This solution allows you to ‘handle’ a larger number of calls without hiring additional staff. 

7. Multilingual Customer Service

Imagine an online shop that sells products not only in the UK or Germany, but also in Italy, Poland and France. The adverts are working, website traffic is growing, and calls from foreign customers are becoming more frequent. The problem is that no one in the customer service department speaks French fluently, and there are only two people who know German – and they are not always available.

The result? The customer tries to communicate in English, sometimes understanding something, sometimes not – and more often than not, they simply get discouraged and look for a competitor who will respond in their language.

This is where AI voice agents come in. They can speak in different languages – from English and German to Spanish and French – and they do so fluently because they are based on natural language understanding (NLU) technology. It's not just about translating words, but about understanding the meaning of what is being said.

This means that e-shops do not need to employ a multilingual team of consultants. An AI agent answers every call and speaks the appropriate language. For the customer, this means a sense of comfort (‘I am speaking my own language’), and for the company, it means opening up to new markets without huge investments in customer service.

AI agent – Limitations

Although AI voice agents are already capable of a great deal, they are not yet flawless. In difficult conversations, a customer may use an unusual phrase or ask about something that is not in the knowledge base – in such cases, the agent may not be able to cope. We see this, for example, in technical industries, where customers use specialised vocabulary or describe a problem in a very individual way.

There are also more practical issues. AI agents sometimes mispronounce certain Polish proper names, and they can make mistakes with complex data (e.g., SSN numbers or long email addresses). That is why we often recommend collecting such information via a form rather than during a conversation.

It is also important to remember that solutions such as CallPage do not yet offer CRM → agent integration. This means that the agent will not be able to check, for example, the status of an order in your CRM system or warehouse. Companies that have this feature usually use very expensive, custom implementations – a solution that is beyond the reach of most small and medium-sized businesses.

Therefore, it is worth looking at AI as a support rather than a replacement for humans. The agent is great at pre-selection, repetitive questions or 24/7 service, but in more complex matters, humans are still key. 

Voice Agent Implementation – How Much Does it Cost?

We won't comment on the competition, but CallPage prices start at a few dozen dollars per month. There are also no implementation costs, so you can test whether the agent will definitely work without high start-up costs.

Implementing AI Voice Agent in CallPage is really simple:

• you create an account,
• configure the agent in an intuitive panel,
• test the solution free of charge for 14 days,
• and, if necessary, you have the support of a dedicated account manager and AI expert.

The system automatically records all calls and stores them in one place. You have access to reports and call recordings, which allows you to analyse the quality of service and continuously improve it.  

Importantly, CallPage Voice Agent can be launched in several ways, depending on how your customers most often contact you and what problem you need to solve:

• Virtual number – the agent answers incoming calls to a dedicated number.
• Callpage widget – the agent calls back on calls requested by the widget.
• Website form – the agent calls back people who have left their details in the form (e.g. job application or request for quotation).

Summary

AI voice agents cannot replace humans 100%. But they can take over a large part of repetitive tasks, relieving teams and providing customers with faster service. It is a technology that not only streamlines processes but also gives companies a competitive advantage.

Want to see how it works in practice? Start a free 14-day trial with CallPage and see how AI can help your business.