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by Allied Star
العربيةRead this page in ArabicBuild your AI workforce

Voice front desk

Every call is answered, and urgent ones reach a person.

An AI voice agent that answers calls, understands what the caller needs, books or logs it, and hands anything urgent to a person.

Reference architectureA design pattern for a system of this kind, not a client project.

The workflow

  1. 01Call answeredDay or night, Done
  2. 02Understand the requestIntent and details, Done
  3. 03Routine or urgent?Your escalation rules, Done
  4. 04Urgent calls go to a personWith a summary, Needs approval
  5. 05Outcome recordedBooking, ticket or note, Waiting
  1. 01Call answeredDay or night, Done
  2. 02Understand the requestIntent and details, Done
  3. 03Routine or urgent?Your escalation rules, Done
  4. 04Urgent calls go to a personWith a summary, Needs approval
  5. 05Outcome recordedBooking, ticket or note, Waiting
Fig. 01Voice front desk: the workflowReference architectureA design pattern for a system of this kind, not a client project.

The problem

Calls go unanswered at busy times and after hours. Callers repeat themselves when they are transferred, and what was agreed on the phone rarely reaches the system it belongs in.

The context

A front desk handles bookings, requests and questions by phone, alongside a booking or ticketing system. Some calls are urgent and must reach a person straight away.

The solution

A voice agent answers every call, works out what the caller needs and completes routine requests: a booking, a ticket or an answer from approved information. Urgent calls go to a person with a summary, so nobody starts again. After each call, the outcome is written back to the right system.

Agents and systems

The AI system

Voice agent

  1. 01Answers every call, at any hour
  2. 02Works out what the caller needs
  3. 03Books, logs or answers routine requests
  4. 04Hands urgent calls to a person, with a summary
  5. 05Writes each call's outcome back to your systems

Integrations

  • Messaging and calls
  • Calendars
  • CRM
How integrations work

Outputs and hand-offs

What it produces
Outcome recordedBooking, ticket or note
Where a person decides
Urgent calls go to a personWith a summary
Intended outcome
Every call is answered, routine requests are completed during the call, urgent ones reach a person with context, and each call leaves a record in the right system.What the design is for, not a measured result.

Technical architecture

Channels
Inbound phone calls, with a confirmation message after the call.
Intelligence
Speech recognition, a language model following your call script and escalation rules, and speech synthesis, in the languages agreed for the project.
Tools
Calendar booking, ticket creation and CRM notes, each permitted separately.
Systems of record
Bookings, tickets and contacts stay in the systems you already run.
Controls
Escalation rules decide what reaches a person; each call is summarised and logged for review.
Inside your controlsPermissions, approvals, an activity record and escalation are designed into every system we build.How we design for trust
Connected to your systemsCRM, ERP, messaging, documents, calendars, data and your own APIs: each connection gives AI a specific job.See how it connects

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