This article explains what AiVA is and how it can improve your daily communications.
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 you manage incoming calls more effectively. It can naturally and independently handle basic questions from callers. When connected to your knowledge base, it can provide answers tailored to your company.
If human assistance is needed, AiVA can transfer calls to a live agent or route them through your call flow.
AiVA can act as a first-line receptionist or a voice-based phone menu. It can also be integrated into your call flows to handle routine inquiries and support your clients.
Models behind the AiVA AI agent
DialLink’s AI voice agent uses advanced real-time speech-to-speech AI models to process audio input, generate responses, and deliver them back in natural-sounding speech. These models are designed for low-latency communication, helping conversations feel smooth and responsive for callers.
To give you more control over performance and cost, you can choose between different model options when setting up your AI voice agent.
To learn more about the differences between these models, see Understanding models behind AiVA AI agents.
When to use the AiVA AI agent
DialLink’s AI voice agent, AiVA, is especially valuable in the following scenarios:
You want to prevent missed calls outside business hours
Whether it’s evenings, weekends, or holidays, AiVA can greet callers, 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, 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.
Your team is experiencing high call volumes
During busy periods, the AI agent ensures every call 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 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?
DialLink’s AI voice agent, AiVA, is designed to automate your call 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 intent and respond in a clear, human-like way.
Answer business-specific questions: Access your connected business knowledge to handle routine inquiries such as business hours or services details.
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.
Send SMS messages during a call: Share links, directions, appointment details, or additional information with callers.
Capture and qualify leads: Collect key information from callers to help your move leads forward.
Schedule appointments: Check availability, book time slots, and confirm appointments through calendar integrations.
Speak your caller’s language: Support multiple languages (English, Spanish, Portuguese, German, French, Dutch, and Italian) and maintain smooth, natural communication throughout the call.