Design the conversation
Map a visual agent flow with clear responsibilities, ordered steps, data capture, route conditions, boundaries and escalation. The prompt-quality coach helps turn a loose idea into a stronger operating brief.
Agent Studio · shipped in CallPlatform
AI voice agents that finish the job.
Design the conversation, ground it in approved knowledge, connect the actions, control the transfer and learn from every call. The telephony platform is already around it.
Built for real numbers, live services and deliberate human handoff, not an isolated voice-bot demo.
Appointment agent · inbound
Conversation active
calendar.check_availability()
2 slots returned
calendar.update_booking()
appointment moved
ResolvedCall outcome
Action usedAudit trail
ReviewableTranscript + signals
One operational workspace
From a strong brief to a live, measurable agent.
Agent Studio brings the pieces that make voice AI useful into one place. Start with the guided wizard or build on the canvas, then keep knowledge, actions and analysis attached to the agent.
Ground the answers
Attach trusted knowledge sources to the agent, keep reference material with the flow and make the boundary between approved answers and live actions explicit.
Deploy and operate
Connect the agent to a CallPlatform service, test the experience, monitor calls and move between Agent Flow, Knowledge Base and Analytics without losing context.
Knowledge answers. Actions resolve.
Give the conversation somewhere useful to go.
Configure structured steps that can collect details and move work forward during the call. Keep each action visible in the flow, use captured data deliberately and review what ran afterwards.
- Check availability and support appointment journeys with connected calendars.
- Look up, create or update supported CRM records within configured boundaries.
- Send a configured text or email using information collected in the conversation.
- Call a controlled HTTPS endpoint when the agent needs a purpose-built business action.
- Move suitable delivery steps into a controlled post-call phase where appropriate.
Use the agent brief and attached knowledge to guide a natural, multi-turn exchange.
Confirm structured details such as a name, postcode, reference or preferred time.
Run the configured calendar, CRM, messaging or HTTPS step at the right point.
Continue the conversation from the result, or move cleanly to a designed fallback.
Recognise the need
The caller asks for a person, meets an escalation rule or reaches a point the agent should not handle.
Use the chosen transfer mode
Configure a blind, warm or three-way transfer with a destination and call timeout appropriate to the journey.
Keep failure designed
If the destination cannot take the call, follow the configured failure route instead of leaving the caller stranded.
Human handoff is a product feature
Automate confidently because escalation is built in.
The best agent is not the one that pretends it can handle everything. Agent Studio makes the handoff part of the authored journey and keeps the call inside the CallPlatform service around it.
- Route into a person, team or surrounding service at the right moment.
- Choose blind, warm or three-way behaviour for the use case.
- Set a practical ring timeout and explicit failure path.
- Use direction-specific agent behaviour for inbound or outbound AI journeys.
Analytics + Call Intelligence
Do more than count conversations.
Drill into individual agent calls, transcripts, outcomes, timing and action activity. Add Call Intelligence when you need a quality and coaching layer across conversations.
94/ 100
Quality scoreExcellent conversationPolicy followed · task completed
Appointment moved and caller kept informed.
Caller verified. Friday at 14:30 booked. Confirmation delivered. No human handoff required.
Choose the right kind of automation
Explore inbound services and focused automation
Conversational AI and deterministic speech are different tools.
CallPlatform includes both, so the call reason can decide the technology instead of the technology dictating the journey.
| Decision | AI Agent Studio | Speech-enabled Flow Builder | Traditional recorded IVR |
|---|---|---|---|
| Best fit | Open-ended, multi-turn conversations | Short, structured spoken or keypad choices | Fixed announcements and keypad menus |
| How decisions are made | Agent instructions, conversation context and authored routes | Configured phrases matched to explicit graph routes | Fixed digit-to-route mapping |
| Business data | Knowledge, captured fields and configured actions | Call variables plus Connector Studio outputs | Usually requires separate integration work |
| Human handoff | Authored blind, warm or three-way transfer journey | Explicit route to a destination, queue or service | Digit route to a destination |
| Operational insight | Agent analytics with optional Call Intelligence | Live Stats and cradle-to-grave Call Journey | Core call reporting |
These are product-category differences rather than claims about every third-party implementation. Many customer journeys use more than one approach in the same CallPlatform service.
Where agents earn their place
Start with a job customers already call you to do.
A useful first agent has a clear scope, an observable outcome and a human escape route.
Book, move or cancel
Answer availability questions, collect the right details, run the configured calendar action and confirm the result.
Resolve repeat questions
Use approved knowledge, identify the request and take a structured next step instead of merely reading an FAQ aloud.
Qualify the buying call
Have a natural first conversation, collect useful context and book or transfer the opportunity while intent is high.
Keep service moving
Handle defined requests when a team is busy, then transfer, take a message or route safely when the scope is exceeded.
Capture and notify
Collect structured details during the call and trigger the configured message, email, CRM or HTTPS action at the right time.
Offer AI under your brand
Package voice agents with numbers, routing, reporting, billing and support on a shared or dedicated CallPlatform estate.
AI Agent FAQ
Questions worth asking before the first call.
What can a CallPlatform AI voice agent do?
An agent can hold a multi-turn conversation, use attached knowledge, collect structured information, run configured actions and transfer a call into the surrounding CallPlatform service. The right scope depends on the business process and the systems you choose to connect.
Can an AI agent transfer to a person?
Yes. Agent Studio supports configured blind, warm and three-way transfer journeys, with a selectable destination, ring timeout and an explicit route when the transfer cannot complete.
Does every automated call need a conversational agent?
No. Use an AI agent for open-ended, multi-turn work. Use Speech Input in Flow Builder when the question is narrow and the route should be deterministic. Use recorded audio for fixed messages that do not need live data. CallPlatform lets those approaches coexist.
Can we review and improve agent calls?
Yes. Agent analytics expose calls, transcripts, outcomes, tool activity and timing. The optional Call Intelligence suite adds cross-call search, quality scorecards, sentiment, trackers, training examples and review-before-apply coaching.
Can we run AI agents on a dedicated platform?
Yes. Operators, resellers and larger organisations can discuss a dedicated CallPlatform estate with JMB, bringing the AI, telephony, portal, data, reporting and commercial layers into a single-tenant deployment model.
Start with one valuable call reason
Let’s design the agent customers will actually use.
Bring us the calls you want to handle, the systems involved and the moment a person should take over. We’ll show you how that journey fits inside CallPlatform.