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AI Overview

Overview

QVOICE Platform includes a set of AI capabilities that automate calls, understand conversations and make the platform easier to operate. They share one set of provider credentials, and they feed the built-in CRM.

Capability What it does Portal location
AI Agents Virtual voice assistants (personas) that answer and place calls, use tools, transfer to humans and record every call in the CRM. AI → AI Agents → Personas
Knowledge Structured data (CSV / JSON) that a persona answers from. AI → AI Agents → Knowledge
AI Assistant A chat that tells administrators where to configure things and answers questions about call data. AI → Assistant
GenAI Integrations The account's own OpenAI and Gemini keys, used by all of the above. AI → AI Agents → GenAI Integrations
AI Transcription Transcripts, summaries and sentiment for call recordings and voicemails; live transcription during calls. Config → Integrations → AI Transcription
AI Providers Connects a phone number to the customer's own external voice bot over WebSocket. Config → Numbers → AI Providers
CRM Contacts, leads and cases that AI Agents create automatically from calls and emails. CRM

How the Pieces Fit Together

flowchart TB
    Caller((Caller)) --> N[Phone number / callflow]
    N -->|persona| A[AI Agent]
    N -->|external bot| X[AI Provider → customer's bot]
    N -->|queue / user| H[Human agent]
    A -->|tools| T[Transfer, calendar, API, WhatsApp, email]
    A -->|transfer| H
    A -->|answers from| K[Knowledge]
    A -->|after the call| CRM[(CRM: Contacts, Leads, Cases)]
    H --> R[Call recording]
    A --> R
    R --> TR[AI Transcription: transcript, summary, sentiment]
    TR --> CRM
    G[GenAI Integrations: OpenAI / Gemini keys] -.-> A
    G -.-> AS[AI Assistant]
    Admin((Administrator)) --> AS
  • AI Agents handle calls end to end, or up to the point of handing over to a human.
  • AI Providers are the alternative when a customer brings their own bot. Calls go straight to it, without a persona.
  • AI Transcription works on recordings of any call, whether handled by AI or by people.
  • The CRM collects the output of AI-handled calls and emails.
  • The AI Assistant helps administrators run the platform.

Choosing a Capability

Customer need Use
Answer calls automatically, 24/7, and capture leads AI Agents + CRM
Qualify callers before they reach sales AI Agents with dispositions + warm transfer to a queue
Answer questions from a price list or catalogue AI Agents + Knowledge
Book appointments by phone AI Agents + Calendly integration
The customer already has a voice bot AI Providers
Review and search what was said on human-handled calls AI Transcription
Help new administrators find their way in the portal AI Assistant
Bill AI usage to the customer's own cloud account GenAI Integrations

Platform Enablement

AI capabilities depend on services that the platform operator enables per deployment: AI agent workers, the AI Assistant, the AI Provider gateway, and default provider keys. Availability can therefore differ between platforms. Contact QVOICE support to confirm which capabilities are enabled on yours.

Within an account:

  • The AI menu requires the account's AI feature and the user's AI role permission.
  • The CRM menu requires the account's CRM module and the user's CRM role permission.
  • GenAI Integrations and AI Transcription settings can be edited by reseller administrators and platform super-administrators.

Data Processing

AI features send call audio, transcripts or text to the configured third-party providers (OpenAI, Google, Deepgram, and ElevenLabs where selected) to be processed. Check that this meets the customer's data-protection requirements before enabling AI on an account.