Voice AI Phone Agent Overview
Coming SoonDeploy real-time, human-sounding conversational voice AI for inbound customer support and hotline inquiries.
2 min readUpdated August 2026
On this page
Kognit's Voice AI engine lets ecommerce and SaaS merchants deploy real-time, sub-500ms conversational phone support without human agents. Customers call your dedicated store hotline, speak naturally, and receive instant answers grounded in your store catalog, order tracking, and policies.
How Voice AI Works
- Inbound Call Ingestion: A customer dials your toll-free or local store number (powered by Twilio SIP trunking).
- Real-Time Speech-to-Text (STT): The customer's voice stream is transcribed in real-time.
- Intent & Catalog Grounding: Kognit checks the caller's phone number against your CRM and Shopify database to identify their active orders and customer history.
- Sub-second Response Synthesis: ElevenLabs neural voice models synthesize a human-like, empathic voice reply in under 450ms.
- Call Log & Ticket Creation: Every voice conversation automatically generates a call summary, audio recording, sentiment score, and linked ticket in your Inbox.
Key Capabilities
| Feature | Description |
|---|---|
| Instant Order Tracking | Callers can ask "Where is my package?" and hear exact delivery estimates via Shopify / tracking sync. |
| Returns & Policies | Answers returns, exchanges, shipping times, and FAQs directly from your AI Brain. |
| Human Handoff | If a caller is agitated or asks for a supervisor, the call can forward to your team or create an escalated ticket. |
| Call Recording & Transcript | Full audio playback and timestamped transcripts linked to customer profiles. |
Next Steps
- Set up your hotline phone number: Connect a Phone Number
- Pick a voice persona: Customize Voice Personas & Tones
- Test in the sandbox: Voice Simulator & Live Testing
Was this page helpful?
Related
Connect a Dedicated Phone NumberProvision toll-free or local phone numbers for your inbound customer support hotline.Customize Voice Personas & TonesSelect ElevenLabs voices, tune latency, and define conversational tone for your phone agent.Voice Simulator & Live TestingTest your Voice AI agent directly in the browser microphone sandbox before launching to customers.