AI voice agents
Every call counts.Even in the evening.
For businesses where the phone brings in customers: we build AI voice agents that answer the phone in Romanian, take down the request, book appointments and hand the conversation over to a colleague when the situation calls for it. Callers know from the start that they are talking to an automated assistant.
When the phone rings more often than the team can answer
For many businesses, the phone remains the main channel through which customers arrive. When calls pile up, some go unanswered, and the effect shows in the diary and in sales.
Missed calls at busy times
Reception is already on one line, and the next customer hangs up and calls someone else.
The same questions, dozens of times a day
Opening hours, address, indicative prices, required documents. The team repeats answers instead of dealing with the cases that need attention.
Appointments noted on paper or from memory
Details get lost between the phone and the calendar, and confirmations happen only when someone has time.
Leads called too late
A form filled in during the morning gets a call only the next day, when the customer's interest has dropped.
Little data on why people call
You don't know why people call most often, what frustrates them or where the conversation gets stuck.
An assistant on the phone, with a person always one transfer away
An AI voice agent is an automated phone assistant: it listens to what the caller says, understands their intent and answers based on the information you give it. In practice, it is an AI agent working on the phone channel, with access to the calendar, CRM or ticketing system. We don't promise a perfectly natural voice or error-free conversations: we build an assistant that knows what it can handle on its own, recognises when it doesn't understand and transfers the call to your team.
Speech recognition and understanding
Speech is turned into text, and a language model identifies what the caller wants: an appointment, some information or a complaint.
Controlled conversation scenarios
Together we decide what questions the agent asks, what answers it is allowed to give and where it stops. The information comes from your documents and rules.
Actions in your systems
The agent can check availability in the calendar, create an appointment or a ticket and update the customer record in the CRM.
Transfer to a human operator
On request, for sensitive topics or when the conversation isn't moving forward, the call goes to a colleague, together with a summary of the discussion.
Transcription, summary and analysis
Each call can be transcribed and summarised, and trends are tracked in a report, with limited access and clear retention rules.
Scenarios for voice agents
Calls differ by purpose. We've separated the scenarios, each with its own disclosure and consent rules.
AI receptionist
Your company's main line answered politely: simple questions handled, messages taken and calls routed to the right person.
DetailsAI voice agent for inbound calls
The first line for high volumes of support and order calls: caller identification, answers from approved sources, a ticket created and a transfer with context.
DetailsAI voice agent for outbound calls
Confirmations, reminders and follow-ups called automatically, only to people you have a relationship with and a clear legal basis for contacting.
DetailsAI phone booking
Bookings, rescheduling and cancellations made by phone directly in your live calendar, with a confirmation sent to the customer.
DetailsVoice lead qualification
The first qualifying questions asked by phone, right after a lead asks to be contacted, with the record completed for sales.
DetailsPhone conversation analysis
Calls transcribed, summarised and grouped by topic, so you can see why customers call and where the service can improve.
Details
What can change in the way you answer the phone
- 01
Fewer unanswered calls
The agent can take simultaneous or out-of-hours calls and note the request so it can be dealt with later.
- 02
Reception freed up for the customers in front of it
Routine questions can be handled automatically, and the team stays available for situations that need empathy and decisions.
- 03
A tidier diary
Appointments and confirmations can go straight into the calendar, with contact details filled in, which can reduce no-shows.
- 04
Faster reaction to new leads
Within the law, an agent can call people who have explicitly asked to be contacted and ask them the first qualifying questions.
- 05
Decisions based on real conversations
Summaries and call categories can show you what customers ask about and where the service is worth adjusting.
The benefits above are possible, not guaranteed. They depend on the volume and type of calls, the quality of the information given to the agent, the phone infrastructure and how the team handles transfers.
What a voice agent could look like in your business
The scenarios below are conceptual examples, built to illustrate the possibilities. They do not describe implementations delivered by WEB-AZ.
- Clinics
Booking and rescheduling appointments by phone
A patient calls for a consultation, the agent checks the free slots, suggests options and sends a confirmation. Medical questions are always transferred to the clinic's staff.
Conceptual example - Car service
Taking service booking requests
The agent notes the make, model, the problem described and the preferred time slot, then creates a record that the service adviser confirms.
Conceptual example - Distribution
Qualifying quote requests
Customers who have filled in a form and agreed to be called get a short call about volume, location and deadline, and the salesperson receives the summary in the CRM.
Conceptual example - Retail
Answers about orders and opening hours
The agent answers questions about opening hours, returns or the status of an order and opens a ticket when someone on the team needs to step in.
Conceptual example
What the project can include
We start from the types of calls that take up the most time and add modules only where they add value.
Inbound calls
- Answering calls and taking requests
- Answers to frequently asked questions, from approved sources
- Bookings, rescheduling and cancellations
- Routing and transfer to a human operator
Outbound calls, within the law
- Appointment confirmations and reminders
- Qualifying leads who have asked to be contacted
- Checking consent and do-not-call lists
- Scheduling calls within permitted hours
Integration and data
- Syncing with the CRM and calendar
- Automatic ticket creation
- Transcription and summary after each call
- Confirmation message by SMS or email
Quality and control
- Conversation quality analysis, respecting confidentiality
- Reports on the reasons for calls
- Regular review of the scenarios
- Notices about the automated assistant and call recording
Indicative prices
Packages and prices
Price benchmarks for this service, in euro, excluding VAT. The final offer is set after a conversation about the project.
See all pricesAI assistant on your website
+ from €90/month operation · 2–4 weeks
from€1,500
- Answers from your documents and pages
- Takes requests and passes them to the team
- Installed on the website, WhatsApp or Messenger
- Monthly monitoring and improvement
- Recommended
Automation
n8n or Make · 1–3 weeks
from€900per workflow
- Analysis of the process and the data
- Connecting the applications you already use
- Parallel testing before going live
- Documentation and training
- Optional operation, from €150/month
AI voice agent
+ per-minute costs · 4–6 weeks
from€2,900
- Handles calls, bookings and frequent questions
- Transfers to a person when the situation requires it
- Integration with your calendar or CRM
- Disclosure and consent in line with the law
AI provider costs (OpenAI, Anthropic, telephony) are billed on consumption, transparently. The online AI assessment is free.
How we implement a voice agent
Step 01
We look at how your calls go today
We analyse the types of calls, approximate volumes, recurring questions and the moments when a person needs to step in.
Step 02
We set the limits and the legal framework
We define what the agent can do, what it is not allowed to do, how callers are informed and what legal basis exists for calls, recordings and data processing.
Step 03
We write the scenarios and connect the systems
We build the conversation flow, choose the voice and language and connect the phone system, calendar and CRM.
Step 04
We test with real trial calls
Your team calls the agent with ordinary and difficult situations: accents, background noise, unexpected questions. We adjust until its behaviour is predictable.
Step 05
We launch gradually
We start with one time slot or one type of call, with operators ready for transfers, then expand.
Step 06
We monitor and improve
We regularly review transcripts and reports, correct answers and update the information the agent uses.
It connects to the phone system and applications you have
A voice agent works best when it can read from and write to the systems your team already uses. Here are some of the options we can assess.
Compatibility with your phone operator, phone system and applications is checked for each project before implementation.
- VoIP telephony
- SIP trunks
- Twilio
- Virtual phone systems (PBX)
- HubSpot
- Pipedrive
- Zoho CRM
- Custom CRMs via API
- Google Calendar
- Microsoft Outlook Calendar
- Calendly
- Ticketing systems
- SMS and transactional email
- Webhooks and n8n
Security & control
Transparent conversations and protected data
A call contains a voice, contact details and sometimes sensitive information. We build the agent so that the caller is informed and the data is used only for the agreed purpose.
Informing the caller
At the start of every call, the agent says that the person is talking to an automated assistant and, if the call is recorded, states this and the purpose of the recording.
Consent and rules for outbound calls
Automated outbound calls are made only on a valid legal basis, usually prior consent, in compliance with the rules on commercial communications, the GDPR and the applicable legislation in Romania.
Recordings and transcripts under control
We establish what is kept, for how long, where and who has access. Data that isn't needed can be masked or deleted automatically.
Human in the loop for sensitive situations
Medical, financial or legal topics, or complaints, can be routed to an operator as a rule, without the agent giving answers on its own.
Useful guides
Before you decide, read
- Voice AIAI voice agents: what you need to know about disclosure, recording and consentAn AI voice agent speaks on behalf of your company. What the caller needs to be told, how to handle recordings and which rules matter for outbound calls.Read the guide
- ComplianceThe AI Act explained for businesses: what the EU regulation on artificial intelligence requiresThe AI Act sorts AI systems into risk levels and sets different obligations for providers and users. What it means in practice for a business that uses chatbots or AI agents.Read the guide
Frequently asked questions
How is an AI voice agent different from a classic phone menu (IVR)?
A classic IVR asks you to press keys and follows a fixed menu. An AI voice agent understands what the caller says in their own words and can take concrete actions, such as booking an appointment in the calendar. For requests that arrive as text (email, chat, forms), AI agents are the right fit, and fixed flows between applications are covered by automation.
Will the voice agent sound like a human?
Synthetic voices can sound clear and natural in many situations, but we don't promise a voice that is impossible to tell apart from a human one. More importantly, the caller is told from the start that they are talking to an automated assistant.
What happens if the agent doesn't understand what the customer says?
The agent rephrases the question once or twice, then transfers the call to a colleague or notes the request so the customer can be called back. We set the thresholds together.
Can I use the agent for sales calls to contact lists?
Only within the law. Automated calls for commercial purposes usually require the prior consent of the person being called. We help you structure the flow, but the final legal review remains with your legal adviser.
Does it work in Romanian?
Yes, speech recognition and speech synthesis work in Romanian. Quality can vary with accent, background noise and line quality, which is why we test with real calls before launch.
Do I need to change my phone operator?
Not necessarily. In many cases the agent can connect via SIP or through call forwarding, but we check compatibility with your operator and phone system before proposing a solution.
How much does an AI voice agent cost?
The cost depends on the number of scenarios, the integrations, the volume of call minutes and the voice and telephony services used. After a conversation about your calls we can propose an estimate.
How long does implementation take?
The timeline depends on how complex the conversations are, which systems need to be connected and how much time testing requires. A simple first scenario can launch sooner and then be expanded gradually.
Can’t find the answer? Write to us and we’ll reply directly.
Tell us which calls you want the assistant to take
Briefly describe who calls you, why, and what happens today to the calls nobody answers. We will come back with a proposal for a first scenario.
Related services
- AI agentsAI assistants that follow the steps you set, use only approved tools and complete concrete tasks, with a person making the decisions.
- AI automationAutomated workflows between the apps you already use, with AI where it helps and human review where it matters.
- LLM & custom AIAI assistants that answer from your company's documents and data, with source references and controlled access.