Automated Call Handling

One of the core benefits of the AVA Voice AI platform is its ability to handle calls autonomously, enabling businesses to streamline operations, improve customer engagement, and focus their resources where it matters most.

Overview

Whether managing inbound calls as a 24/7 virtual receptionist or handling outbound campaigns with tailored messaging, AVA ensures every interaction is professional, efficient, and productive. Let’s explore how Automated Call Handling enhances your business operations.

Details

Automated Call Handling in AVA encompasses both inbound and outbound call scenarios, offering businesses a robust solution to manage customer interactions with minimal human intervention.

Key Features of Automated Call Handling

1. Inbound Call Handling:
   • Always-On Receptionist: AVA’s Inbound Agents act as virtual receptionists, available 24/7 to attend to calls. These agents can greet callers, collect essential information, and route calls as needed.
   • Actions During Calls: Inbound Agents can take several actions during a call, including:
     • Real-Time Bookings: Scheduling meetings directly into connected calendars.
     • Call Transfers: Forwarding calls to human representatives or other specialized AI Agents.
     • Notifying Representatives: Sending emails with call summaries or important information.
     • More actions to come.
   • Customizable Training: Train agents to reflect your brand and meet specific needs, such as handling FAQs, booking appointments, or screening callers.
2. Outbound Call Handling:
   • Scenario-Based Campaigns: AVA’s outbound capabilities allow for highly tailored Campaigns using pre-configured Scenarios, such as the Standard Scheduler or Strategic Sales Opportunity Scheduler, to meet specific business objectives.
   • AI-Driven Conversations: Outbound agents adapt dynamically during calls, addressing objections, answering questions, and booking meetings seamlessly.
   • Lead Management: Segment and prioritize leads automatically based on campaign objectives, ensuring high-value contacts receive the appropriate follow-up.
3. Integration and Automation:
   • GHL Integration: AVA integrates natively with GoHighLevel (GHL), allowing you to incorporate call handling into your current business logic and specific workflows.
     • Use AVA as an Action to initiate outbound calls automatically.
     • Use AVA as a Trigger to capture call data, such as summaries and sentiment, and integrate it into automated workflows.
   • Data Logging: All call data—including transcripts, summaries, and outcomes—are logged for easy access and future use.
4. Efficiency and Scalability:
   • AVA can handle multiple calls simultaneously, ensuring no customer waits on hold.
   • Businesses can reduce the burden on human teams by automating repetitive tasks like appointment scheduling, lead qualification, and customer inquiries/support.

Example Use Cases

1. Inbound Call Handling:

   A home services business sets up an inbound agent to act as a receptionist. The Agent greets callers, collects basic information about their repair needs, and books a a time into the contractors calendar. Calls requiring immediate attention are live-transferred to the appropriate person.

2. Outbound Call Handling:

   A marketing agency runs an outbound campaign targeting small businesses. The AI Agent pitches a service to improve lead generation, answers common objections, and schedules follow-up meetings with qualified leads, ensuring the sales team focuses only on high-value opportunities.

3. Integrated Automations:

   A fitness studio creates a GHL workflow where AVA calls customers who fill out a membership interest form. The AI Agent provides information on available plans, captures preferences, and books onboarding sessions directly into the studio’s calendar.

FAQs & Troubleshooting

General Questions

What is Automated Call Handling in AVA?

Automated Call Handling refers to AVA’s ability to manage inbound and outbound calls autonomously, performing actions like scheduling meetings, transferring calls, and collecting customer information.

How does Automated Call Handling improve business efficiency?

By automating repetitive tasks, AVA reduces the workload on human teams, allowing them to focus on strategic priorities while ensuring no customer interaction is missed.

Configuration

How do I set up Inbound Call Handling?

• Create an Inbound Agent and assign a role (e.g., Receptionist).
• Train the agent with custom greetings, company information, and primary goals.
• Assign a phone number to the agent, ensuring it is ready to handle incoming calls.

Can I customize the AI’s behavior during outbound calls?

Yes, you can use scenarios to guide the AI’s actions during outbound calls, tailoring messaging, objection handling, and booking processes to specific campaigns.

What happens if a call cannot be resolved by the AI?

Inbound Agents can transfer calls to human representatives or log a notification for follow-up. Outbound calls can be marked for manual review based on call outcomes.

Usage and Results

How many calls can AVA handle at once?

AVA currently supports up to 100 concurrent calls, allowing businesses to scale customer interactions without increasing staff.

Where can I see call outcomes?

All call data, including transcripts, summaries, and outcomes, is logged in the Call History section of AVA and can also be integrated into GHL workflows.

Can I track call effectiveness?

Yes, AVA provides sentiment analysis and call summaries, enabling businesses to assess the quality and outcomes of both inbound and outbound calls.

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