CallRail, a lead engagement platform provider, has expanded Voice Assist, its artificial intelligence voice and text assistant, adding real-time lead qualification and intelligent call transfer.
Voice Assist now qualifies callers, identifies intent, and routes each call to the optimal destination, briefing the team before handoff. The advanced capabilities within Voice Assist combine the following three connected functions into a comprehensive inbound call management experience:
- Lead qualification: Voice Assist screens every inbound call and text against custom criteria live during the conversation. This includes filtering out spam, callers outside of your service area and low value leads. This allows team members to only spend time on the leads that matter.
- Intent-based routing: Voice Assist automatically detects why someone is calling and routes them to the appropriate person or destination.
- Automated warm transfers: Voice Assist provides a quick summary as it transfers calls.
"Every customer deserves a fast response, but not every conversation requires pulling an employee away from their work," said Ryan Johnson, chief product officer at CallRail, in a statement. "Voice Assist gives teams the confidence that every call or text will be handled, including ones they may have missed. It can not only answer routine questions and schedule appointments, but simultaneously identify qualified, high-intent leads and route them to the right person in real time. The result is fewer interruptions for your team, more productive conversations with your leads, and a better experience for every customer."