Two capabilities ready for deployment today: Voice Agents that handle real-time speech-to-speech conversations, and Live Transcription that converts conversations to text as they happen. Managed through the AI Hub menu alongside Call Transcription, Text to Speech, and Voicemail Transcription.
What Is an AI Voice Agent?
An AI Voice Agent connects directly to live calls in PBXware. Unlike traditional AI implementations that chain speech-to-text, dialog management, and text-to-speech modules (introducing delays and complexity), our approach is a real-time speech-to-speech experience.
And here’s what you’ll notice:
- Clear, natural conversations
- Lower latency
- Higher speech quality
- No extra VPS, servers, or middleware
This architecture reduces compatibility issues and simplifies maintenance: good news for your IT team and even better for your customers.
AI Voice Agents are configured under the new AI Hub menu item, where administrators can define:
- AI agent name
- AI provider
- Voice type
- Introduction message
- Prompt behavior
The prompt is the most important part of the configuration. It defines how the AI behaves, what it can talk about, how it responds, and how it handles different scenarios.
With proper prompt engineering, a single AI Voice Agent can manage multiple topics in one call and deliver contextually relevant responses.
Additionally, a DID can be configured to point to the AI Agent’s dial number, ensuring it’s reachable from external calls.
➜ Seamless Call Transfers and Smart IVR
When an AI Voice Agent can’t fully resolve a caller’s request, it escalates intelligently.
Calls can be transferred to live agents, specific queues, departments, extensions or even other, more specialized AI Voice Agents.
When a call is transferred between AI Voice Agents, the full conversation context and transcript are forwarded, enabling the receiving agent to continue the interaction with full awareness of the prior discussion.
➜ MCP Connector: Extending AI Beyond the Call
For businesses who want to go further, the MCP connector allows AI Voice Agents to interact with external systems such as:
- CRMs and ticketing platforms
- Calendars and booking tools
- Uploaded knowledge bases (pricing guides, product documentation)
AI Voice Agents can share accurate, up-to-date information, verify callers, schedule appointments, and provide status updates, all on its own, without needing a team member to step in.
