Voice AI

AI voice agents for customer service

Your team answers the same few dozen calls every day: order status, opening hours, basic information. An AI voice agent handles these requests in natural language, around the clock, without keeping the customer on hold and without replacing the human team on the cases that genuinely need judgement.

What an AI voice agent does

An AI phone assistant answers the call, understands the request in natural language and resolves standard cases on its own. It steps in on high-volume, low-complexity cases, freeing the team from the repetition:

First-line support: answers frequently asked questions, gives information on hours, deadlines and procedures without passing the customer to an operator.
Bookings and appointments: sets, moves and confirms appointments in real time, updating the calendar without human intervention.
Qualified outbound calls: calls leads back, gathers preliminary information and prepares the context for the sales team before the first meeting.
Smart escalation: recognises when a case is beyond its scope and passes the call to an operator with all the context already gathered, so the customer never has to repeat anything.

What makes a voice agent genuinely effective

The underlying technology is accessible. What determines the result is the engineering around the model:

Calibrated latency: one pause too many breaks the naturalness of the conversation. We optimise response time from the first prototype onward.
Knowledge grounded in your data: the agent answers on your procedures, your products and your policies, not on generic information. We use the same RAG technology as our company copilots.
AI Act disclosure: the agent identifies itself as an AI assistant from the outset, in line with the obligations under the AI Act in force from August 2026.
Logging and audit trail: every conversation is recorded and can be analysed to continuously improve responses and monitor quality.

How we work

We always start from a narrow use case, measure the results and widen the scope only on the numbers. No sweeping change overnight:

Flow analysis: we map inbound calls by volume, type and complexity, and identify the cases to automate first.
Rapid prototype: within a few weeks we build a working agent for the pilot case, tested against real scenarios.
Staged go-live: production activation with hands-on support, monitoring and tight optimisation cycles.
Expansion on the data: after measuring resolution and satisfaction on the pilot, we extend only to the cases that hold up against the agreed KPIs.

Why Latentia

We are an AI consultancy. We work in Italy and abroad, and always operate in line with European regulation:

EU data and GDPR: all infrastructure stays within European territory, with no unnecessary transfers outside the EU.
No lock-in: we deliver the code and the documentation. You are not tied to any proprietary platform.
Made in Italy: in-house team, no outsourcing. You have a direct point of contact for every phase of the project.
Response within 24 hours: every enquiry gets a reply the next working day.