Discover the advantages of Megacall's AI voice agent.

Megacall has recently incorporated an AI voice agent into its PBX, which integrates directly into call flows, allowing full control over telephone service.

This agent handles calls at any time and is an ideal support tool for operators when call volume increases. But we will tell you everything the Megacall AI voice agent is capable of doing throughout the article, keep reading so you don’t miss anything!

Everything the Megacall AI voice agent can do

Megacall continues to evolve alongside current technology, incorporating solutions that respond to real day-to-day needs. That is why the AI voice agent for calls appears, not based on rigid responses or automatic menus, but on fluid conversations that understand what the customer needs from the start.

From there, the Megacall AI voice agent is capable of covering different tasks within telephone management:

• Answer incoming calls.
  Megacall’s virtual agent answers calls at any time, interprets the reason for the call, and provides clear responses.
• Natural language understanding and adaptation to each conversation.
  

  Thanks to being powered by advanced artificial intelligence models, Megacall’s voice agent is capable of understanding different ways of expressing oneself. It can adapt to context, maintain the flow of a conversation, and respond clearly.

• Resolution of frequent inquiries.
  With the agent’s knowledge base configuration, it can handle the most common questions, such as those about schedules, services, prices, availability, or even general information, allowing human operators to focus on higher-value tasks.
• Intelligent transfer to human agents when necessary.
  When a call requires more specific attention, the AI voice agent detects the situation and transfers the conversation to a human agent, providing context so the customer doesn’t have to repeat information.
• Continuous telephone service, what about calls outside business hours?
  

  Megacall’s AI voice agent can be configured to handle calls during hours when no one is available in the office, or even on holidays or during peak demand, ensuring that no call goes unanswered.

Advantages of Megacall’s AI voice agent

We can say that Megacall’s virtual agent has many advantages thanks to the level of control it offers directly from the PBX and without the need for installations, simply by having the PBX activated, you already have access to the AI agent. It is a flexible tool that can be adjusted in ways that are only beneficial for a business. So, what advantages can it bring to a company?

• Consistency in telephone service. From the very beginning, the AI voice agent can be configured in terms of identity and tone directly from Megacall’s switchboard, adjusting the voice, language, and even the way of communicating to match the company’s image.
• Accuracy in responses. From AI Studio in Megacall’s switchboard, a knowledge base is established that ensures the agent knows everything about the company. This defines what it can respond to and how. This information can be updated quickly and whenever necessary.
• Natural and fluid responses. “I want my AI voice agent to sound as human as possible.” From the switchboard, you can configure how you would like the AI agent to respond, choosing the AI model and also modifying the response style, more strict and closed, or more open and flexible when speaking.
• Improves user experience. One way to enhance this experience is by adapting the AI voice agent’s greetings and initial messages, as well as agent wait times. How long does the agent wait after silence? How long should it wait after repeated questions? All these options can be configured from Megacall’s PBX.
• Control of call flow. From the switchboard, you can define how many calls the agent can handle simultaneously, when to transfer to a human agent, or even to another scenario, thus avoiding overloads or negative experiences for the customer.
• Service in multiple languages. Thanks to the capabilities of an AI-powered agent, it can adapt to different languages as configured, providing complete service with support for up to 13 languages at the moment.

Other benefits

• 24/7 availability
  The AI voice agent can handle calls at any time, including weekends and outside business hours if configured that way. It can also manage high call volumes, ensuring no call is missed and no potential customer is lost.
• Increases productivity
  By taking on repetitive inquiries and automated tasks, the virtual agent frees up human teams to focus on other priority tasks.
• Scales according to need
  Just as extensions can be added in Megacall’s switchboard as the business grows, for example, when new positions are added, it is also possible to add virtual agents as needed.

Overall, all these advantages make Megacall’s AI voice agent a solution that adapts to the operations and real needs of a company, allowing full control directly from the switchboard.

Practical example: how to use Megacall’s virtual agent

AI voice agents can be applied in many different scenarios; it will always depend on the service being offered in order to adapt it to the appropriate department. Some of the most common uses of virtual agents include:

• Customer service agent to handle frequent inquiries; information about schedules, rates, and services, always with the appropriate information in the agent’s knowledge base.
• Sales agent, focused on handling commercial calls, generating leads, and opportunities.
• Office agent, which can act as a first filter and route the call to the correct destination.
• Support or incident agent. Information such as manuals can be uploaded to the knowledge base so the agent can guide the user through an issue, and it can also collect basic information before escalating a case.

To see it in a more complete way, let’s see an example of customer service using an AI voice agent in Megacall’s PBX.

Example: AI voice agent for the sales department

A virtual agent can be used as a first filter for commercial calls, detecting sales opportunities from the very beginning. In this scenario, the agent answers the call, introduces itself, and maintains an initial conversation to understand the customer’s interest. Throughout the call, the AI agent can ask simple questions, identify specific needs, and gather relevant information such as the type of product the customer is looking for.

From Megacall’s PBX, this is achieved through the AI Studio panel, where you will need to specify aspects such as the agent’s greeting, the system prompt, and most importantly, the knowledge base. Why is this the most important part? Because this is where we include all the information we want the voice agent to know in order to provide accurate responses, for example, information about services to sell, available hours, return policies, etc.

When the AI agent detects an opportunity, it can either continue the conversation or, if necessary, transfer the call to a human sales representative with prior context so the conversation can continue naturally. This way, the sales team receives better-qualified calls and avoids wasting time, focusing instead on opportunities with a higher probability of success.

For e-commerce businesses with an international reach, the AI voice agent’s languages can be adjusted by setting a primary language and additional secondary languages, allowing the service to reach a broader audience.

In this way, if a call comes into this extension, the AI agent will handle it in the appropriate language. With the correct configuration of the greeting and the system prompt, the AI voice agent can introduce itself clearly and briefly, adapting the language to the caller, and with a knowledge base it can provide information to continue the conversation. It is only necessary to upload all the information we want the AI voice agent to know about the company.

It is also important to adjust aspects such as the extension’s service hours, so that the agent acts as support outside business hours or during periods of high demand. This helps avoid losing potential sales and allows all the necessary adjustments to be made so the agent delivers top-level service.

Examples like this scenario show what an AI-powered agent can achieve: providing telephone support based on the information we supply and tailored to the service it must offer according to each department.

How to start using Megacall’s voice agent for AI calls

Before implementing an AI agent for calls, it is important to be clear about certain aspects of what is expected from the service, for example, what is the goal of my AI voice agent? What type of calls will it handle? Defining these points from the beginning will make configuring the virtual agent easier.

To start using your AI voice agent for calls with Megacall:

• First, if you are not yet part of Megacall, sign up in just a few minutes.
• Choose your virtual number and activate the free PBX to start using the AI voice agent.

From here, you can configure your virtual agent from the AI Studio section. You will be able to define its behavior, set the languages, the transfer rules, and put it into operation within the call flow for the extension.

We recommend testing before launching the virtual agent to ensure everything works as intended, thus avoiding possible future errors. Once everything has been checked, your AI voice agent is ready to go!