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# AI Voice Agent
The AI voice agent in ilert enables human-like phone interactions for faster, smarter incident handling. It understands caller intent, gathers key information, and provides real-time updates using connected service data. This helps reduce manual triage, streamline incident reporting, and improve MTTR.
## Add the AI voice agent to your call flow
1. Navigate to **Call routing** and open or create a call flow.
2. Click the **+** button to add a new node.
3. From the node list, select AI voice agent.
4. The AI voice agent configuration panel will open on the right.
## Configure the greeting and agent name
1. In the **Optional title** field, enter a name to label the node *(e.g., “AI Virtual Assistant”).*
2. In the **Greeting** field, write a message to welcome the caller *(e.g., “Welcome to ACME, this is Alex, your virtual assistant. How may I assist you today?”)*.\\
## Define caller intents
1. Under **Intent** **configuration**, click **+ Add intent**.
2. Select from existing intents like:
* Report critical incident
* Report system outage
* Report security breach
* Request technical support
* General inquire
3. Or click **Create** **new** to define a custom intent with a description.
4. Click **Add** to save.
Each intent becomes a branch in your call flow for further configuration.
## Configure information gathering
1. In the **Information** **gathering** section, select the data the agent should collect:
* Caller name
* Contact number
* Email address
* Incident description
* Affected services
2. To add a custom field:
* Click **+ Add custom field**
* Enter a label *(e.g., Customer ID)*
* Choose the field type *(e.g., Text)*
* Optionally, make it required and add a sample question
* Click **Add**\
\\
## Enable knowledge enrichment (optional)
1. Toggle on **Enable** **knowledge** **enrichment**.
2. Choose which data types to include:
* Open incidents
* Maintenance windows (scheduled and ongoing)
* Service status (even if there are no incidents)
3. Select data sources *(e.g., API, UI, AI, Payment).*
This allows the AI to respond with dynamic updates based on real-time incident data.
## Route caller based on intent
1. After adding intents, each intent appears as a separate branch in the call flow.
2. Click the **+** icon under each intent to define follow-up actions, such as:
* Route call
* Create alert
* Play an audio message
* Ask for PIN
* Block numbers
3. Configure a **Fallback** action for unmatched inputs.
4. Click **Save** to apply changes to your call flow.
## Build the complete call flow
Once the AI voice agent is configured, you can create the full call handling flow:
1. **Incoming call node** – Entry point for all calls.
2. **AI voice agent node** – Greets caller, identifies intent, and collects requested information.
3. **Intent branches** – Each intent appears as its own branch. Example:
1. Report critical incident – Route to a live agent or create a high-priority alert.
2. Report system outage – Trigger a recorded status update and log the incident.
3. Fallback – Handle unknown inputs with a standard message or voicemail option.
4. **Actions under each branch** – Click the **+** icon under each intent to define what happens next, such as:
* Route call
* Create alert
* Play audio message
* Ask for PIN
* Block numbers
5. **End call node** – Close the call after actions are complete.
## This is how a Call Flow could look:
***
## FAQ
**Can I add multiple intents to one AI voice agent?**\
Yes, you can add and configure multiple intents per agent, each with its own branch and follow-up logic.
**Is knowledge enrichment required?**\
No, but enabling it helps the AI respond to callers with real-time service data.
**What languages does the AI voice agent support?**\
The AI voice agent supports English and German. Additional language support may be added in future releases.
**Can I test the AI voice agent before going live?**\
Yes, you can preview and simulate your call flow directly within ilert before assigning a real number.
***
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