Calling a Voice Agent

Once you’ve created and activated your AI agent, you can treat the voice agent as you would any of your phone numbers. Put the agent phone number on your website to call for intake, or transfer callers to the agent to go through the intake process. 

During the Call

Below is a typical workflow of how a call with an AI agent might go.

Throughout the call, the AI agent can respond proactively to the caller. If the caller provides many accident details during the greeting, for example, the AI agent will collect that information at that point in the call, rather than simply running a script in order. 

Greeting and Basic Info

The agent will greet the caller using its customized greeting. It will identify the caller’s name, phone number, and reason for calling. 

Gathering Further Info

The agent will gather information by asking questions, depending on the caller’s identity and reason for calling. 

If the caller says that they have been in an accident, for example, the AI agent could confirm the service area, identify the practice as personal injury, and ask the intake questions for that practice area, like collecting details about the location and date of the accident. 

Answering Common Questions

At any point in the call, the AI agent can answer questions included in its reference FAQs. 

For example, if the user asks if your firm provides free consultations, or what they need to bring with them to the first meeting, the AI agent can provide any answers from its FAQs. 

Taking Action

The AI agent will take a message, transfer the call, simply complete the call, or—if the Calendly integration has been set up—schedule an appointment. 

After the Call

During the course of the call, the voice agent is collecting the information. Immediately after the call, the call recording, a transcript, and details like the call result and duration as logged in the Voice Agents app. Read more about call capture in the Voice Agents app.

If Lead Docket has been set up with the Voice Agents app, the information will also be pulled into Lead Docket. A call associated with a lead can appear as a call in the Calls tab of a lead, with associated details, summary, and transcript. If intake questions for the practice area were imported from Lead Docket, the AI can automatically fill those fields on the lead. 

All this information can also be pushed to Filevine from Lead Docket,  along with other lead information. Learn more about Voice Agents and Lead Docket.