Answers to common questions about the AllVoices AI phone line. For how it works and setup, see the AllVoices AI Phone Line: User Guide.
Languages and numbers
Which languages and countries are supported? Callers can report in English, your country's primary language, or any other supported language. The languages on your line match the ones you have enabled for web reporting, except 13 that aren't available by phone. See the Languages section of the user guide.
Note: Your company must have Vera enabled for language support.
Can one phone line have more than one number? Yes. One phone line can have several numbers, such as a US number and an international number, all answered by the same assistant.
Country Support
The AI phone line is supported in the majority of countries however there may be restrictions. If not supported, your CSM can set up a traditional phone line for the necessary country.
Your form and Vera
What if we change our form? The phone line uses your current form automatically. No extra setup needed.
What if we update our form while someone is on a call? The caller finishes on the form as it was when their call started, so their report isn't affected. The next call uses the updated form.
If we turn Vera's features off, can we still use the AI phone line? Yes, however with Vera off, the phone line won't autofill answers and will not offer languages. The phone line will still use AI to match callers' spoken answers to your dropdown options, so calls work as usual. It is also required for automatic threat detection.
Calls and follow-up
Can callers follow up by calling again? Follow-up happens in the messaging portal, using the link and PIN from the call.
What if a call has a problem? AllVoices is alerted automatically when something fails, such as a transfer or a text message, and the line is regularly monitored for quality assurance.
Can we go back to our previous phone line? Yes, If live transfer is enabled for your company, we can point your number back to your live-agent line quickly.
Privacy and security
Are call transcripts available? No. We don't share transcripts, to protect callers' anonymity. The only exception is a call that includes a threat, which violates our terms of service. In that case, the transcript of that call is shared.
Is it secure? Yes. Calls are encrypted, reports are stored in AllVoices, and our AI voice provider is SOC 2 compliant with zero data retention. See the AI Phone Line Security FAQ for details.
Coming from a traditional phone line?
Where is the call center located? There's no call center. Calls are answered by the AllVoices AI assistant, and call recordings and logs are stored by AllVoices in the US. Transcripts are encrypted in AllVoices DB.
Do callers always speak to a live person? No. Callers speak with the AI assistant. If you have a live-agent line, they can press 0 or ask for a person at any time.
How is the assistant trained? There are no reps to train. The assistant follows your published reporting form, so it asks the same questions in the same order every time. AllVoices tests the lines regularly and has automated monitoring and alerting.
Can the script be customized? Yes. You can customize the greeting, disclosure and live-agent transfer wording. The questions come straight from your web reporting form, so editing the form updates the phone line.
Are calls recorded? Do we get recordings or transcripts? Calls are recorded for quality assurance, and callers are told this in the greeting. To protect callers' anonymity, recordings and transcripts aren't shared with your company. The only exception is a call that includes a threat, where the transcript is shared.