Voice AI Agents#

Planned feature. Voice AI Agents are on the product roadmap and not yet available. The content below describes the intended behavior; details may change before release.

Voice AI Agents in Novaza Live are automated phone agents that can independently handle inbound and outbound calls using natural language understanding. They follow configurable scripts, respond to spoken queries, collect structured information, and escalate to a human agent when the conversation exceeds their capabilities.

How Voice Agents Work#

When a call is received on a Live-connected phone number, the routing configuration determines whether to send it to a human agent queue or to a Voice AI Agent. The AI agent:

1. Greets the caller with a configured welcome message
2. Listens to the caller’s spoken input using real-time speech-to-text
3. Matches the intent against the agent’s configured knowledge and script
4. Responds using text-to-speech in a natural voice
5. Collects any required data (name, order number, date, etc.) and saves it to a structured record in Novaza Office
6. Escalates to a human agent if the caller asks to speak to a person, or if no matching intent is found after a defined number of retries

Creating a Voice Agent#

1. Go to Live → Voice Agents → New Agent.
2. Enter an Agent Name (internal label) and select a Language (Vietnamese or English; bilingual detection is supported).
3. Choose a Voice from the voice library — male and female options are available in both languages with varying speaking styles.
4. Configure the Welcome Message — the first thing the agent says when a call connects.
5. Add Intents — each intent defines a phrase pattern the agent listens for and a response or action to execute.
6. Configure Data Collection steps — structured prompts that ask the caller for specific information and validate the response (e.g., “What is your phone number?” with a phone number format validator).
7. Set the Escalation Policy — which agent group or queue to transfer to, and under what conditions.

Intent Configuration#

Each intent consists of:

• Training phrases — example sentences a caller might say to trigger this intent (the more varied, the better)
• Response — the text the agent will speak when this intent is matched
• Action — optionally trigger a workflow, look up a record in Novaza Office, or collect a data field

Monitoring and Improving Agents#

The Agent Logs panel shows a real-time and historical list of all calls handled by each agent, including the transcript, matched intents, collected data, and call outcome (resolved, escalated, abandoned). Use the Unmatched Utterances report to find caller phrases that the agent failed to understand — these are prime candidates for adding new training phrases to existing intents.

Agent Testing#

Use the Simulator in the agent configuration screen to test your agent via text before deploying it on a live phone number. Type what a caller would say and see how the agent responds, which intent is matched, and what data would be collected.