Voice channel agent
Planned: will answer incoming calls, look up the customer's details in Kinnow, send a text message after the call and open a ticket when needed.
Validated with each clientWhat does Voice channel replace? The work of a customer-service agent: answer incoming calls (per call). Planned: will answer incoming calls, look up the customer's details in Kinnow, send a text message after the call and open a ticket when needed.
Shows why
It shows its reasons and how sure it is on every draft. When it is not very sure, it only brings the item to your notice.
Waits for you
Nothing is filed, paid or posted until a person says so.
Gets reviewed
Every approval and correction is recorded, so you can see how well it does on your own books.
How this agent is meant to work
This page describes the voice agent as it will work for you. It is set up and checked with each client before it answers a single call, and it only takes calls that come in.
- A customer calls your number. The call is answered by the agent. A restaurant, a clinic, a service centre and a distributor each get a script shaped to their business.
- It listens and works out what the caller wants. Is it a booking, a question, a complaint, a status check?
- It looks up the caller in Kinnow. It uses the customer details you already hold, so it does not ask for what you know.
- It answers from what you have approved. It answers from your own business details, such as hours, prices and policies, and says when it does not know.
- After the call, it follows up. It can send a text message to the caller and open a ticket when someone needs to call back.
Tell us what your phone line gets asked all day. We will show how a call would be handled.
Calls that become tickets
| What happened on the call | What follows |
|---|---|
| The caller left a voicemail | A ticket for a call back |
| The caller asked for a person, or the agent could not help | A ticket and a hand-over to your team |
| The agent was about to say something it could not support | The answer is stopped and a ticket is opened |
| The service was down when the call came in | A ticket so the call is not lost |
| A booking was confirmed, or a simple question was answered | No ticket |
What a person decides
- What the agent may answer. You decide the business details it answers from, such as hours, prices and policies.
- When it hands over. Your team takes any call that needs judgement, a refund or a decision.
- Every ticket it opens. A person works through them. Nothing is filed, paid or posted without a person.
- What it never does. It never makes outbound calls, such as cold calling or chasing customers. It only answers calls that come in.
Ask Kinnow about this
Ask in plain English. Before it answers, Kinnow shows where the answer will come from and what it will cost, and it uses only what the person asking is allowed to see.
| You could ask | What the answer shows |
|---|---|
| How many calls did we miss last week? | Calls that went to voicemail or a ticket |
| Which customers asked for a call back? | Open tickets from calls, oldest first |
| What were the most common questions on the phone this month? | Calls grouped by what the caller wanted |
Ask us to show a call handled for a business like yours.
Works with
Part of Serve, where tickets and technicians are managed. Nearby:
- WhatsApp sales chats with AI-drafted replies handles written conversations with leads.
- Meeting recordings that respect law and people covers consent when meetings are recorded.
- Human in the loop explains why a person stays in charge.
Questions
What does the Voice channel agent do?
Planned: will answer incoming calls, look up the customer's details in Kinnow, send a text message after the call and open a ticket when needed.
Does Voice channel act on its own?
Anything posted, filed, sent or paid still needs a person's approval. The agent shows its reasons and how sure it is.
Does Voice channel learn?
Kinnow keeps every approval and rejection, along with how sure the agent said it was, so you can see how it does on your own books. We do not describe it as changing its own behaviour; corrections are kept so they can be reviewed with you.
How is it paid for?
It is part of your agent pack, and there is no charge per user.
Will the voice agent make calls to my customers?
No. It will answer calls that come in only. It will not make outbound or sales calls.
What happens when it cannot help the caller?
It is designed to hand over to your team and open a ticket, so the caller is not left without an answer.
Tell Kinnow what slows you down.
Answer three questions. Get the applications, the agents and a two-week plan for your business.