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How to add a voice agent in your IVR

  • Updated

The AI voice agent welcomes your customers 24/7, qualifies their requests, and seamlessly routes them to your teams. Natively integrated into your IVR, you simply need to add it to your call tree to optimise caller support, even outside your opening hours. In this article, you will learn how to activate AIRO and easily insert it into your IVR call tree.

Adding a voice agent in your IVR

1. Key features of the AI voice agent

AIRO brings conversational intelligence to your call answering service to automate call management:

  • Total availability : A virtual agent available 24/7 to automatically answer incoming calls without queue times. 
  • Qualification and routing : AIRO accurately identifies customer needs on the first call, handles simple requests, or routes callers to the right department. 
  • Smart transfer : Calls are redirected to a human advisor for complex cases, transferring conversation history and context seamlessly. 
  • CRM synchronisation : Your call data, conversation summaries, and transcripts are automatically synchronised with your business tools. 

2. Activate AIRO on the Ringover Marketplace

The AIRO add-on is activated directly from the admin interface: 

  1. Log in to your Ringover Dashboard. 
  2. Go to the Store > Marketplace tab.
  3. Search for the AIRO solution and click activate. 

The Pay-As-You-Go option is available by default on your account. If you do not subscribe to a plan or a specific bundle, the Pay-As-You-Go rate will apply automatically based on your actual usage once you use your AI voice agent (to carry out test calls or handle calls), beyond the 60 free minutes provided each month.

3. Configure call redirection to AIRO in your IVR

Once the add-on is activated, you can directly integrate your AI voice agent into any call flow scenario on your IVR system: 

  1. Go to the IVR section on your Ringover Dashboard. 
  2. Select the IVR of your choice and click on the time scenario you wish to modify.
  3. From the first distribution step of the scenario, select the option "Redirect to AIRO".
  4. Click on the gear icon to open the selection pop-up and add the AI voice agent you want to assign to this scenario.
  5. Save your changes to make the redirection operational. 
⚠️ If you haven't set up an agent yet, a direct link in this same pop-up window will allow you to instantly access the AIRO creation interface. 🔗 How to create your voice agent

🎉 You now know how to add a voice agent in your IVR!