Subscription plan availability: The AI Voice Agent feature is available on the Professional and Enterprise plans only.
What is AiVA?
AiVA is an AI voice agent, an AI-powered, voice-enabled assistant designed to help AiVA is DialLink's AI agent that handles incoming calls and messages, including SMS and WhatsApp, independently. It can be fully customized to fit your business: define its personality and role, add a description of your company, and connect it to your business knowledge base so it has all the information it needs to assist your customers.
AiVA can also connect to your business tools, such as Cal.com, Intercom, and HubSpot, to look up information and take action.
Two types of AiVA
AI voice agents
AI voice agent is designed to help you manage incoming calls more effectively. It can naturally and independently handle basic questions from callers.
If human assistance is needed, AI voice agent can transfer calls to a live agent or route them through your call flow.
AI voice agent can act as a first-line receptionist. It can also be integrated into your call flows to handle routine inquiries and support your clients.
AI messaging agents
AI messaging agents reply to inbound messages around the clock, so customers never wait on a routine question. They handle both SMS and WhatsApp for Business messages, when WhatsApp for Business is connected to your account.
Models behind the AiVA AI agent
DialLink lets you select different LLM models for voice and text interactions, giving you more control over performance and cost.
To learn more about the differences between these models, see Understanding models behind AiVA AI agents.
When to use the AiVA AI agent
AiVA is especially valuable in the following scenarios:
Prevent missed calls and messages outside business hours: Whether it's evenings, weekends, or holidays, AiVA can greet callers, reply to texts, provide key information, and capture requests, so opportunities aren't lost when your team is unavailable.
You want to offload repetitive conversations from your team: Instead of answering the same routine questions multiple times a day by phone or text, let AiVA handle common requests such as bookings, scheduling, FAQs, and service information. This allows your team to focus on higher-value interactions.
You need a reliable first point of contact: Use the AI agent as a front-line receptionist to qualify calls, gather caller details, and route inquiries to the right person or team when human support is needed.
Manage high call and message volumes: During busy periods, AiVA ensures every call and message is answered promptly. It helps you handle increased demand without overwhelming your team or requiring additional staffing.
You need support for multilingual or diverse audiences: AiVA can assist callers and message senders in multiple languages and handle simple requests across regions, helping you improve accessibility and better serve a diverse audience.
What can the AiVA AI agent do?
AiVA is designed to automate your call and messaging flows while maintaining a personalized, human-like experience. It can:
Greet callers with a custom message: Deliver a tailored greeting that reflects your business, brand voice, or specific scenario.
Maintain natural conversations: Use conversational AI to understand caller or message intent and respond in a clear, human-like way, whether by voice or text.
Answer routine questions: Handle common inquiries such as business hours, location, or basic service details, over the phone or by SMS and WhatsApp.
Act as an expert based on your business knowledge base: Access your connected knowledge base to answer more specific or nuanced questions about your products, services, or policies, drawing on the information you've provided.
Transfer calls to the right person or team: Route calls to a specific user or team when human assistance is required.
Take detailed messages: Capture and store caller messages with the context your team needs for follow-up.
Reply to inbound texts automatically: Answer routine SMS and WhatsApp questions around the clock, using the same knowledge base as voice interactions.
Capture and qualify leads: Collect key information from callers or message senders to help move leads forward.
Schedule appointments: Check availability, book time slots, and confirm appointments through calendar integrations, by phone or text.
Speak your caller's language: Support multiple languages (English, Spanish, Portuguese, German, French, Dutch, and Italian) and maintain smooth, natural communication throughout the interaction.