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Phone support is still one of the most critical (and frustrating) channels in customer service. It’s expensive to staff, hard to scale, and often leads to a poor experience for customers and agents alike. Long hold times. Robotic interactions. Endless repetition.
New voice AI solutions have flooded the market promising an alternative to push-button phone trees. The issue? Most were never designed for the messy reality of resolving complex customer support cases end-to-end.
Assembled AI Voice Agents are different. Unlike outdated legacy players or generic AI point solutions, our AI agents are purpose-built for modern CX operations. With billions of support tickets analyzed and years spent partnering with the world’s most customer-obsessed teams, we’ve seen what actually works in high-performing support orgs — and we’ve built our AI agents to reflect that.
In this post, you’ll see how our voice AI works end-to-end — interpreting speech, understanding intent, executing workflows, and handing off with empathy. And you’ll see why that makes it more than just another voice bot: it’s a new standard for phone support.
What your customers experience
1. A natural, personalized conversation
Callers speak naturally — interrupting mid-sentence, shifting topics, asking follow-ups — and the agent keeps pace. And because voice agents have access to data like past tickets, orders and communication preferences up front — customers can expect a personalized greeting and a speedier resolution. Think, "Hi Katrina! Are you calling about your recent order today?"
2. Real action, not just answers
Queries like order status, refunds, or account changes are completed end-to-end through backend integrations — no hold times, no ticket creation
3. Seamless handoff if needed
AI voice agents escalate sensitive or complex issues, based on what customers say and how they say it. You can even adjust handoff sensitivity to account for your team’s real-time capacity. When human intervention is required, the AI passes along a full conversation summary and relevant context — no more repeated explanations for the customer. And calls, context and handoffs all happen directly within your contact platform where agents are already working. No new windows, no switching systems, just seamless continuation of the conversation.
How it works under the hood
Assembled AI Voice Agents aren't basic bots — they're a support resolution engine built to interpret, act, and adapt in real time, using state-of-the-art technology. Here’s what’s happening beneath the surface of every call.
1. Voice input and cleanup
Every call starts with noise filtering, so Assembled AI Voice Agents can understand customers clearly — even on speakerphone or in loud environments.
2. Real-time speech understanding
The audio is processed using ElevenLabs' best-in-class speech-to-speech engine, which includes:
- Automatic speech recognition (ASR) for live transcription
- Spoken language understanding (SLU) to interpret natural patterns, interruptions, and tone
- Phoneme and sentiment analysis to detect emotional cues and conversational nuance
It picks up on nuance like a human — only faster and more consistently. It handles multiple languages, backtracking, and mid-sentence corrections with ease.
3. Identifying intent and sentiment
After transcription, our voice AI analyzes the call using a smart orchestration layer that chooses the best model for the task at hand.
- Detect customer intent
- Generate a summary of the conversation
- Assess sentiment to inform tone or routing decisions
4. Choosing the best resolution path
Based on intent, our voice AI routes the issue through one of three support-specific workflows:
- Knowledge lookup: Uses semantic search to pull accurate answers — not just keyword matches
- Agentic workflows: Executes agentic workflows (like processing a refund or updating an order) directly in your systems using the latest AI models
- Human transfer (when needed): Classifies the case, collects key details, and hands off with full context to the right agent
5. Brand-aligned, empathetic responses
Whether it’s resolving the issue or transferring the call, our voice AI generates lifelike responses that reflect your brand voice and tone. Customers get fast, helpful support that still feels human.
6. Integrated, automated reply
Every interaction is automatically synced with your systems — from ticketing and telephony to CRM — so your team stays aligned and in the loop.
Why support teams choose Assembled AI
Most voice AI tools weren’t built for support — they’re retrofitted bots or sales tech in disguise. Additionally, they’re often built on “old” tech stacks. These days outdated means pre-2023. Assembled AI Voice Agents are different: they're purpose-built for the realities of high-volume, high-stakes support for the modern era.
1. Built on proven experience
Our voice AI reflects years of hands-on work with the world’s most customer-obsessed companies. It’s designed to resolve, not deflect — resulting in fewer tickets, faster resolutions, and less pressure on your agents.
That experience matters just as much — if not more — to high-volume teams that don’t have Fortune 100 resources behind them:
“I’m not Walmart. I’m not Home Depot. Even though we’re high volume, we’re still a small, medium growing company… We needed someone who gets our use case.”
— Bobby Thompson, Founder & CEO of Retention Express
2. Shared intelligence across every channel
Assembled AI Voice Agents run on the same automation engine that powers our chat and email AI agents. Build it once, and Assembled carries it across voice, chat, and email — with consistent workflows, smart routing, and unified reporting.
For Bobby and his team, unifying voice, chat, and email into one automation engine helps them focus on what really matters: solving the tough problems, not repeating the easy ones.
“If I can solve voice, I can solve chat, and I can solve email — I’ve solved 95% of my problems.”
— Bobby Thompson, Founder & CEO of Retention Express
3. Designed to adapt to any support scenario
From quick FAQs to multi-step resolutions, our voice AI handles it all — and hands off to agents seamlessly, with full context intact.
Real outcomes for real support teams
Assembled AI Voice Agents are already helping leading support orgs:
- Resolve more calls with automation alone
- Reduce average handle time AI-driven intake, triage, and routing
- Improve CSAT with faster, more natural conversations
- Maintain empathy and consistency across every voice interaction
Fast, flexible implementation
Because our voice AI runs on Assembled’s automation engine, you can:
- Connect your existing CRM, CCaaS, and knowledge tools
- Define workflows in plain language — no code or custom AI expertise required
- Preview how Assembled handles your historical tickets
- Launch confidently, then refine over time
Voice AI that actually understands support
Unlike tools that prioritize containment or call deflection, Assembled AI is built to actually help. It understands real customer needs, acts with speed and context, and hands off with empathy when a human touch is needed.
It’s everything great support should be — just faster, more scalable, and always on.
In high-stakes support, a great product only goes so far — the partnership behind it matters just as much:
“As a boutique BPO, we look for partners that invest in us to help us become better… Assembled has the right people who care about the customer and are trying to get everything across the finish line.”
— Bobby Thompson, Founder & CEO of Retention Express
Ready to hear the difference for yourself? Book a personalized demo.
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