The AI phone line takes reports the same way the web form does: it walks callers through the company's own AllVoices form, question by question, and files a standard case. With an AI Assistant collecting the answers and submitting the report. The result is more complete reports, 24/7 availability, and fewer systems in between that can fail. The option to transfer to a real person is available if desired.
At a glance
| Traditional phone line (live-agent answering service) | AI phone line | |
|---|---|---|
| Who answers | Third-party call center agent | AllVoices AI assistant |
| Availability | Depends on the provider's staffing | 24/7, no wait times |
| How the report is built | Agent collects answers, then re-enters them in the form or maps them to an API | AI asks the company's own form questions in order and saves each answer as it goes |
| Form changes | Can fall out of sync with the provider's mappings or scripts | Uses the current form automatically, including conditional questions and dropdowns |
| Caller corrections | Agent has to edit by hand | Caller can change an earlier answer during the call |
| Languages | Press-key menu read in English, with an interpreter added to the call | 62 languages. English and the country's main language are offered up front; callers can just say any other language |
| Translation | Requires interpreter during the call, reports are submitted in English | Reports translate into the admin's language automatically and responses translate back to the reporter in their browser language |
| Follow-up messages | Some setups require the caller to call the provider back | Portal link and PIN read aloud, plus optional text or email for automatic follow up |
| Human option | Always a person | Press 0 or ask to transfer to a live agent, when enabled |
| Threats | Depends on the agent noticing and escalating | Every call is checked automatically, and an alert is sent even if no report was filed |
| Monitoring | Calls are not recorded or monitored, limited visibility into failures and errors | Built-in alerts for failed calls, texts, emails and transfers, plus recorded and stored in secure AllVoices S3 logs and AV DB for quality assurance |
| Setup | 3rd party provider-side configuration and mapping per customer | Configured directly by AllVoices rep; activation sets up the assistant automatically |
| Reporting | Fragmented across third party providers, limited visibility into call funnel and failures | AllVoices handles reporting in house, tracking hang ups, call conversion and cross funnel analysis |
For callers
- No waiting. The line answers right away, any time of day, and translation is available instantly, with no waiting for an interpreter to join the call.
- Speak naturally. Callers answer in their own words. For long lists (locations, departments), the AI matches the answer or narrows it down to a few options instead of reading every choice.
- Fix mistakes. Callers can go back and change an answer before they submit.
- Stay anonymous. No account or email needed. The number shown to the AI is the dialed number, not the caller's.
- Easy follow-up. Callers get the messaging portal link and PIN at the end of the call, so they can check for responses without having to call back.
- A person when they want one. If enabled, callers can press 0 at any time, and the AI offers a transfer if the caller seems frustrated.
For customers and AllVoices
- More complete reports. Every required question on the form is asked, so cases don't arrive missing key details or with answers in the wrong field.
- Always matches the current form. Form edits apply to phone reports right away, with no provider mappings to update.
- A standard AllVoices case. Phone reports follow the same routing, permissions and workflows as online reports. Better routing as all questions are asked.
- Fewer failure points. The live-agent model depends on a chain of phone routing, agent handling, mapping, submission and message delivery. The AI line removes the third-party handoffs.
- Visible problems. Failed tools, SMS, email and transfers create monitoring alerts, and a weekly test call checks each line end to end.
- Faster setup. A new line can be configured and activated by AllVoices without third party provider onboarding.
- Note live agent transfer is desired third party onboarding is required.
What stays the same
- Live agents are still available. Customers with a live-agent line can keep it as the transfer destination.
- Anonymity. Callers can still report without giving their name, and the anonymous disclosure is read on every call.
- Easy to switch back. If needed, the number can be pointed back to the live-agent line in minutes.
The AI phone line supports US and international numbers in 62 languages.