Platform · Voice Bot
Every call answered, first ring, any hour.
KeyAI Voice Bot understands callers in their own words, handles common requests end to end and passes anything complex to an agent, with the conversation so far.
Highlights
-
Natural conversation
Speech-to-text and text-to-speech tuned for real calls, so customers say what they need instead of pressing 1, 2 or 3.
-
Hears how callers feel
Sentiment and tone detection spots anger or frustration as it happens and moves the caller to a live agent.
-
Hand-over without repeats
When a person is needed, the call is transferred with the full context, so the customer never starts again.
Everything included
What you get in Voice Bot
Conversation
- Speech recognition Speech-to-text and text-to-speech turn spoken requests into answers and back into speech.
- Multilingual and code-switching Talks in more than one language, including the mix of English, Malay and Chinese callers use in a single sentence.
- Configurable prompts Shape the assistant by intent, persona or business context: welcome message, instructions, tone and rules.
- Multiple voice models Choose the voice that fits your brand and callers: gender, accent and tone.
Routing & escalation
- Intelligent call routing Recognises when a person is needed and routes the call to the right queue.
- Escalation with context Agents receive the transcript and what the bot has already done before they say hello.
- Sentiment-based transfer Negative sentiment triggers a hand-over before a frustrated caller hangs up.
- Inbound and outbound Answer incoming calls and run outbound calls such as reminders and follow-ups.
Control
- Assistant settings Model, voice, turn detection and response limits, set per assistant.
- Tools and workflows Let the bot look up accounts, book appointments or call your APIs through KeyAI Workflow.
- Production switch Test changes, then enable or lock an assistant when it is ready for real callers.
- Call logs and evaluation Every call is logged and can be scored automatically for quality and compliance.
Works hand in hand with
The platform- Chat Bot Instant, 24/7 answers on your website, app, WhatsApp and Messenger, drawn from your own knowledge base. Explore
- Agent Copilot Real-time help for agents inside Genesys Cloud: suggested replies, knowledge search and automatic summaries. Explore
- Analytics & Quality Live dashboards, a full history of every bot interaction and automatic quality scoring. Explore
Put AI to work in your contact centre.
See KeyAI with your own channels, languages and use cases. Most projects go live in about three months.
Native to Genesys Cloud · Multilingual · Built in Malaysia