How to Set Up Advanced Voice AI
How to Set Up Advanced Voice AI
Voice AI is the next frontier for business automation, allowing you to handle inbound calls, book appointments, and answer customer queries 24/7 with a natural-sounding digital employee. This guide walks you through the advanced configuration needed to get your Voice AI agent live and integrated with your EZMS system.
Prerequisites
Before you begin, ensure you have a dedicated phone number set up within your EZMS account (LC Phone or Twilio). You should also have your Knowledge Base populated so the AI knows how to answer business-specific questions 00:05.
Step-by-Step Guide
1. Create Your Voice AI Agent: Navigate to Settings and select the AI Agents tab. Click the + Create Agent button in the top right corner. You can start from a blank slate or choose a template designed for specific industries like Real Estate or Med Spa 00:35.
2. Configure Agent Details
Select a Voice: Choose from the library of available AI voices. Use the preview button to find a tone that matches your brand personality (e.g., professional, friendly, or energetic) 01:32.
Greeting Message: Customize the "Initial Greeting" to something like, "Hi, thanks for calling [Business Name]. How can I help you today?" This is the first thing your customers will hear 01:50.
3. Set Advanced Goals and Prompts: This is where the "Advanced" part comes in:
Detailed Instructions: In the Prompt section, give your agent a personality. Tell it to be "empathetic but concise" and define exactly what information it needs to collect (e.g., Name, Email, Reason for Call) 04:36.
Call Transfer Logic: Set up conditions where the AI should transfer the call to a live human, such as when a customer asks for a manager or has an emergency 06:15.
4. Assign the Phone Number Under the Phone & Availability tab, assign your EZMS phone number to this agent. You can also set Working Hours so the AI only answers during specific times, or let it run 24/7 to catch after-hours leads 08:20.
5. Test Your Agent: Before going live, use the Test Your Agent panel. Enter your personal phone number and click Call Me. This allows you to have a live conversation with your AI to ensure it follows the script and handles questions correctly 11:41.
What Happens After the Call
Once a call ends, EZMS performs several automated tasks:
Call Summary: A concise summary of the conversation is generated and added to the contact's activity log 12:50.
Transcription: A full written record of the call is available for review.
Workflow Triggers: Based on the call outcome (e.g., an appointment was booked), EZMS can automatically send a follow-up text or email confirmation 13:15.
