What it is
Most support questions repeat: hours, prices, where is my order, can I reschedule. An AI assistant can answer those from your own documents in chat, by text or on the phone, in English and Spanish, at any hour. Voice agents now talk in real time, can book on your calendar and send you a written summary of every call.
The quality comes from the setup, not the voice. Give it a short list of approved answers, the policies it may quote and the moments it must hand off: an upset customer, a refund, anything it is unsure of. Tell it to answer only from what you gave it. Read the transcripts every week for the first month and fix the answers that missed.
Calls and texts carry legal rules. In the United States, AI-generated voices count as artificial voices under the robocall law, so outbound AI calls need the person's prior consent. Tell callers they are talking to an AI, follow the recording rules where you operate, and honor every opt-out.
Try this week
- Pull the ten questions customers asked most this month.
- Write the approved answer for each, in your own words.
- List the three moments the AI must hand the customer to you.
A plain-English overview to get you started, not legal or financial advice.