Question 1

What do we need to start an AI Voicebot pilot?

Accepted Answer

Start with one customer conversation you want to automate, the information the AI can use, the systems it needs to connect to and a clear process for transferring customers to your team. Accordia can then help configure and test the workflow before it is connected to live customer calls.

Question 2

Can Accordia AI Voicebot use our existing phone numbers?

Accepted Answer

Yes. You can bring your existing SIP trunk and phone numbers, or configure new numbers for your voicebot. Inbound and outbound calls can then be routed according to your configured workflows.

Question 3

What systems can Accordia AI Voicebot connect to?

Accepted Answer

Accordia provides native Salesforce and Zoho CRM connections, while other business systems can be connected through APIs and configurable tools. This allows the AI Voicebot to retrieve information, update records and complete configured actions during a customer conversation.

Question 4

Which languages does Accordia AI Voicebot support?

Accepted Answer

Language availability depends on the selected voice and speech provider. The current provider stack supports languages including English, Bahasa Malaysia, Mandarin, Cantonese, Tamil, Thai, Vietnamese and Arabic, with additional options available depending on the provider and voice selected.

Question 5

What happens when the AI cannot answer a customer’s request?

Accepted Answer

The conversation can be transferred to a live agent based on your configured escalation rules, business hours or conversation context. Supervisors can also monitor the conversation, provide private guidance or take over when human judgement is needed.

Question 6

Can customers be transferred to a human agent?

Accepted Answer

Yes. Human handoff is built into the workflow. Your team can receive the conversation when the AI reaches a situation that requires human assistance, helping customers avoid starting the conversation again from the beginning.

Question 7

How can we review conversations after they happen?

Accepted Answer

Accordia provides recordings, transcripts, extracted information and AI-powered QA scorecards to help teams review conversations and understand what happened. Access and retention settings can be configured according to your organisation’s operational and regulatory requirements.

Question 8

Can we use our existing AI or speech provider accounts?

Accepted Answer

Yes. Accordia supports flexible voice, speech and language-model providers, allowing organisations to configure the providers that suit their requirements. Provider credentials are securely managed within the platform.

Question 9

Can Accordia AI Voicebot support multiple business units or clients?

Accepted Answer

Yes. The platform supports multi-tenant administration, allowing organisations such as enterprises, BPOs and groups with multiple business units to manage agents, numbers, access and usage across separate environments.

Question 10

Can the AI Voicebot use our own documents and knowledge?

Accepted Answer

Yes. You can provide approved business information such as policies, FAQs, product information and other documents. The AI Voicebot can retrieve relevant information during a conversation and use it to provide more consistent, business-specific answers.

Question 11

Can the AI Voicebot perform actions, not just answer questions?

Accepted Answer

Yes. When connected to your business systems, the AI Voicebot can perform configured actions such as checking customer information, updating records, booking appointments or sending structured information to your systems.

Question 12

How do we know whether an AI Voicebot is suitable for our business?

Accepted Answer

The best place to start is with one real customer conversation. Choose a repetitive, high-volume or time-consuming call flow and let Accordia show you how the Voicebot could handle it, connect to your existing systems and involve your team when needed.

Tell us about the call flow you want to automate.

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