A phone line that answers, verifies and records the work
Voice AI customer service: an AI phone agent that answers in English and Arabic, verifies identity from your policy, answers from your own knowledge, transfers to a human and logs exactly one case per call.
The problem
- Phone queues grow at exactly the moments customers are least patient, and after-hours calls go unanswered.
- Traditional IVR menus push callers through options instead of answering the question.
- Even when a call is handled well, the work often ends without a case, a wrap-up reason or a record anyone can audit.
How Quantara Flow AI does it
Answers in English and Arabic
The AI voice agent converses in English and Arabic, including Gulf, Emirati, Saudi and Modern Standard Arabic voice profiles, with Urdu, Spanish and French also available. Language can switch mid-call.
Grounded in your own knowledge
Answers are retrieved from your approved, published knowledge and SOPs and carry their sources, so a reviewer can verify what the caller was told.
Identity verification before disclosure
Verification runs from a configured, versioned policy before any customer-specific detail is disclosed, with a governed number of attempts and a human or callback path afterwards.
Governed tools, not improvisation
Every action the AI can take is authorised server-side as automatic, customer-confirmed, approval-required or prohibited. The AI never invents a department, queue, workflow or escalation path.
Human transfer that keeps the context
A caller can ask for a person at any time. The transfer carries the conversation, and the human agent's own handling is recorded as part of the same interaction.
One case per call, with wrap-up
Every eligible call creates or links to exactly one case, with SLA timers, a required wrap-up reason, first-contact-resolution tracking and quality audit.
What your operation gains
- Calls answered outside office hours and during volume spikes
- Consistent, source-backed answers on the phone
- No customer-specific disclosure without configured verification
- Complete records: one case, one wrap-up, one audit trail per call
What you can measure
Measured in your own workspace. We publish no benchmark figures we cannot evidence.
- Calls contained by AI versus transferred to a human
- Queue time, handling time and abandonment
- First-contact resolution and repeat-contact rate
- Verification pass, retry and handoff rates
- Quality scores for AI-handled and human-handled portions of the call
Governance and data handling
- Voice is enabled per workspace and telephony onboarding runs as a guided deployment.
- Carrier and telephony charges are billed at cost and quoted per deployment before Voice is switched on.
- Transcripts, recordings and cases are workspace-scoped and enforced with row-level security.
Questions
Can the AI do things, or only talk?
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It can use the tools you authorise. Each tool is governed server-side as automatic, requiring customer confirmation, requiring supervisor approval, or prohibited.
What happens if the caller wants a person?
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The call transfers to a human agent and skips verification prompts. Context and transcript follow the transfer.
How is Voice priced?
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Voice AI starts at $0.20 per AI-handled minute on top of your plan. Carrier, number and destination charges are separate and quoted per deployment.