Implementing a voice AI agent in PBX: examples and use cases

An AI agent (AI voice bot) is a program based on artificial intelligence (AI) that can receive and make calls, understand natural speech, and respond to customer questions. The bot connects to the PBX extension and can be used at any stage of call processing, either completely replacing operators or supplementing them. When and how exactly the intelligent assistant is activated is determined by the PBX settings - our system is fully adaptable and can be configured to meet the needs of any business.

Integration with voice AI bots from the following services is already available in the Zadarma PBX (in the instructions, switch the toggle to the "PBX is used" position for detailed information):

1. VAPI AI,
2. Retell AI,
3. ElevenLabs.

This allows you to quickly add intelligent assistants to the team and route calls to them.

Moving from general statements to specifics - below, we will look at how exactly a voice bot can be used in different business areas.

Online stores

AI agents help online businesses automate their work, maintain consistent service quality, and handle more inquiries without expanding staff.

1. Taking orders by phone

Although many people use the internet today and almost all interactions take place online, some customers still learn about products from offline sources and place orders by phone. Additionally, for some, a phone call is the fastest way to clarify details and make a purchase decision.

Incoming calls can be routed to a PBX extension connected to an AI agent. It will request information about the product and answer the customer's questions. The call information can then be transferred to Teamsale CRM as a call recording or text for further processing by the employee.

How to connect a bot to the PBX extension?

• Go to the Zadarma section My PBX → Extensions.
• In the extension settings, next to the parameter "Call Forwarding and Voicemail" click "Enable".
• Select the forwarding condition, for example, "Always active".
• In the parameter "Call forwarding to" select "External server (SIP URI)".
• In the pop-up window, enter the address: 15551111111server.com, where 15551111111 is your virtual phone number, а server.com is the SIP URI of the service with the bot. For more detailed information about the SIP URI for call forwarding, please refer to the "Incoming call reception setup in Zadarma" section in the guide for the service you are interested in.
• Click "Save".

2. Call forwarding to the bot during peak hours

There are two ways to forward calls. The first is manual, using the standard combination: # extension #, for example, #101#. The second is automatic, by adding the bot last in the incoming call queue. If the call is not answered by extensions higher up in the queue, it will be routed to the voice bot.

This way, inquiries won’t be lost even during peak hours.

Beauty salon

In the service sector, an AI agent helps ensure constant communication with clients and delegate routine tasks.

1. Confirmation and rescheduling of appointments

You can automate the work of the reception desk in just a few minutes. On the service side where the bot is created, you can set up a list of questions, add a knowledge base for context, and provide instructions on the communication style. After that, you connect the AI agent to an extension, select the list of numbers to call, and it does the job! Employees are not involved in this, which saves time and reduces the workload on managers.

2. Handling calls outside business hours

The PBX can forward calls received outside business hours to an AI agent. To do this, create an additional scenario and add the bot's extension to it, then go to the "Working hours" section, and in the "Enabled during off-hours" field, select the scenario with the bot.

The bot can handle inquiries, clarify available services and appointment times. All information about the call will be transferred to the CRM, employees will be able to review it during working hours and add the visit to the calendar. This is a simple way to organize round-the-clock support without involving on-duty personnel.

Law firm

For the law business, a voice bot helps simplify work with initial clients and improve internal processes.

1. Providing reference information on services

When new clients call, the call can be forwarded to an AI agent who, during the dialogue, explains the main areas of the firm's activities, terms of service, working format, deadlines, and payment procedures. This helps reduce the number of repetitive questions to administrators and filter out non-target inquiries.

This scenario is especially convenient during high call volume at the reception. To implement it, simply add the bot’s extension to the incoming call scenario and assign it a script.

2. Intelligent call routing

In legal practice, it is important to understand the essence of the request from the very first minutes in order to direct the client to the appropriate specialist. Upon an incoming call, the bot starts the conversation and asks a number of standard questions: clarifying the subject of the inquiry, urgency, and area of law. Based on the data received, the call is transferred to a lawyer specialized in that field, along with a brief summary of the dialogue.

This scenario is easier to set up than traditional voice menus, and all responses are saved in the call recording. This not only speeds up call handling but also ensures accurate archiving of inquiries.

Integration of voice bots with the free Zadarma PBX allows companies of any profile to increase call processing speed, reduce staff workload, and improve service quality. If you want to experience the capabilities of modern AI agents in practice, create a PBX in our service and connect your first voice bot in just a couple of minutes!