Voice Assistant
Answer routine calls, reach a human fast.
Voice Assistant
Voice & Media
- RuleDone:
A call reaches your number.
- AIDone:
The caller hears that this is an AI assistant and that the call is recorded.
- RuleDone:
The assistant matches the question to one of your approved answers.
- RuleDone:
It speaks that approved answer, or shows suggestions to your staff member.
- RuleDone:
Anything else goes to a person, or becomes a callback request.
- PersonWaiting for approval:Waiting for a person
After the call, a short note is drafted for a person to approve.
For example: A dental clinic turns on agent-assist for its main line.
Waiting for a person. Nothing has changed yet.
Always human-reviewed (regulated). A person decides. It never acts on its own.
What is Voice Assistant?
In shortVoice Assistant is an AI automation for Voice & Media teams that works with Exotel, Retell, Twilio and Vapi. Gives staff instant suggested answers on live calls, or answers simple caller questions with pre-approved wording, and always passes callers to a person on request. It is built for clinic or office front-desk managers, business owners, call supervisors and support agents. Recording starts only after the notice. If the caller says "don't record", the call goes to a person.
Last reviewed
Key facts
- Department
- Voice & Media
- Starts when
- A call comes in to your business number, or one of your staff answers a call
- Works with
- Exotel, Retell, Twilio, Vapi
- Run modes offered
- Shadow and Draft
- Human control
- Always human-reviewed (regulated)
- Status
- Available now
The problem today
Calls are missed when the front desk is busy. Staff repeat the same ten answers all day. New staff search for answers while the caller waits.
What it does
It listens to calls and helps in one of two ways, chosen per phone number. In agent-assist, a person talks to the caller and sees up to three suggested answers on screen. In supervised mode, the AI voice answers simple questions (hours, address, documents to bring) using only wording you approved in advance, while a supervisor watches live. Whenever a caller asks for a person, the call moves to your team.
How does Voice Assistant work?
How it works- Rule you set
- AI step
- A person decides
- Step 1Rule
A call reaches your number.
- Step 2AI
The caller hears that this is an AI assistant and that the call is recorded.
- Step 3Rule
The assistant matches the question to one of your approved answers.
- Step 4Rule
It speaks that approved answer, or shows suggestions to your staff member.
- Step 5Rule
Anything else goes to a person, or becomes a callback request.
- Step 6Person
After the call, a short note is drafted for a person to approve.
What you get
Key features- Two setups per number: agent-assist (the default) or supervised info-only answers
- Says only answers your team approved, with hours and address filled in from your settings
- Transfer to a person on "agent", "human" or pressing 0, in English and Hindi
- Callback requests for bookings, cancellations or payments
- Short after-call notes, approved by your agent or supervisor
- Outbound reminder calls with fixed scripts, off by default
How much does it do on its own?
Run modesPick a mode to see what Voice Assistant would do at each step.
Every automation starts in Shadow. Move it up when you are ready, and back down at any time. How run modes work
Voice Assistant in Shadow
Runs on real data and shows what it would have done. No app is changed and no message is sent.
- Rule
A call reaches your number.
Watches for it
- AI
The caller hears that this is an AI assistant and that the call is recorded.
Runs on real data, read only
- Rule
The assistant matches the question to one of your approved answers.
Runs on real data, read only
- Rule
It speaks that approved answer, or shows suggestions to your staff member.
Runs on real data, read only
- Rule
Anything else goes to a person, or becomes a callback request.
Runs on real data, read only
- Person
After the call, a short note is drafted for a person to approve.
Shown to you as a suggestion
Not offered: Assisted, Auto. Hiring and outbound calling: a person always decides.
Shadow vs Draft for Voice Assistant
Draft is the most it can do on its own, because Auto is not offered for it. Here is each step side by side.
| Step | Shadow | Draft |
|---|---|---|
| In short | Runs on real data and shows what it would have done. No app is changed and no message is sent. | Every action waits as an approval card you can approve, edit or reject. |
| Step 1A call reaches your number. | Watches for it | Prepares it |
| Step 2The caller hears that this is an AI assistant and that the call is recorded. | Runs on real data, read only | Prepares it |
| Step 3The assistant matches the question to one of your approved answers. | Runs on real data, read only | Prepares it |
| Step 4It speaks that approved answer, or shows suggestions to your staff member. | Runs on real data, read only | Prepares it |
| Step 5Anything else goes to a person, or becomes a callback request. | Runs on real data, read only | Prepares it |
| Step 6After the call, a short note is drafted for a person to approve. | Shown to you as a suggestion | Waits as an approval card |
| True in every mode | Never books, cancels, takes payment or reads out account details. | |
What it will never do on its own
Safety & human control- Never books, cancels, takes payment or reads out account details.
- Never asks for card, bank, Aadhaar/SSN or health details, and never claims to be human.
- A supervisor accepts each AI session within 10 seconds, or the call goes to a person.
- Recording starts only after the notice. If the caller says "don't record", the call goes to a person.
- Approved answers expire after 90 days without re-review.
- You approve before it acts
- Your data stays yours
- It knows its limits
- Stop anytime
What will you see on your dashboard?
Results you can trackTargets are quality goals the automation is built to reach. Estimates are calculated from your own volumes.
- Tracked
Calls answered vs missed, questions resolved without transfer, callbacks created
Measured on your own data
- Tracked
Agent handle time in agent-assist
Measured on your own data
- Target
Human transfer within 10 seconds of a request: 100% (target)
A goal it is built to reach
- Target
AI disclosure played on every call: 100% (target)
A goal it is built to reach
- Target
Intent accuracy ≥ 92% (target)
A goal it is built to reach
- Target
Off-script speech: 0 (target)
A goal it is built to reach
A dental clinic turns on agent-assist for its main line. When a caller asks what to bring to a first visit, the receptionist sees the approved answer on screen and reads it out. After the call she approves a two-line note.
Who is Voice Assistant for?
- Clinic or office front-desk managers
- Business owners
- Call supervisors
- Support agents
Industries: Healthcare & clinics, Home & field services, Hospitality & restaurants, Professional services
Also useful for: Customer Support & Success
Connects to the apps you already use
Works withApp names are trademarks of their owners. Charviam connects to them; it is not a partner or reseller.
- Exotel
- Retell(optional)
- Twilio
- Vapi(optional)
Better together
Automations that hand work to Voice Assistant, or pick up where it stops.
What do you need to set it up?
Setup- Connect Twilio (US) or Exotel (India) numbers, and choose a voice platform
- A signed attestation, plus legal review of the call flow and notices for each region you serve
- Approve the answer set, with a reviewer and date for each answer
- Name the supervisors, the AI hours and the human queue number
- Health clients: signed BAAs with every vendor, and transcripts kept 0 days
Typical setup
- 01Connect your apps
- 02Configure the rules
- 03Run a watch-only trial
- 04Go live
Not included
- Any account action by the AI, or identity checks
- Sales, marketing or collections calls, and emergency handling (callers are told to hang up and dial 911/112)
- Voice cloning, emotion detection or voice biometrics
Questions about Voice Assistant
FAQSee Voice Assistant on your own data
WalkthroughIt starts in Shadow, where it only watches and suggests, so nothing changes in your apps until you say so.