Intelligent Call Routing and Handling Routine Queries
A voice AI agent answers first, handles the routine requests itself and transfers the rest with the context of the call, in front of your switchboard. At Valophis, 45% of on-call calls are handled end to end.
What is AI call routing?
AI call routing means a voice AI agent answers first, works out what the caller needs by listening, resolves the routine requests itself and transfers the rest to the right person, cold or warm.
It replaces the menu ("press 1 for sales") with a conversation, and plugs in front of your existing switchboard, on your current numbers.
- 45%of on-call calls handled end to end by the AI at Valophis, with no agent involved
- 98%of calls answered on Valophis's line, up from 89%
- 10,000calls a day at peak, absorbed at Sofratel with no queue
Updated 30 September 2026
What the agent does on each call.
- Understands the request in the caller's own words: there is no menu to walk through.
- Answers the routine requests itself and gives the first step, then books a callback in your opening hours.
- Recognizes who is calling: a known contact (looked up in HubSpot or Aircall by phone number), a first-time caller, or a returning one, whose last five calls it remembers.
- Transfers the rest to any phone number, cold or warm, with the context of the call.
- Keeps your numbers: it plugs in front of your switchboard through a SIP trunk or a Twilio number.
- Speaks French, English, Spanish, Dutch and Portuguese.
IVR menu or voice AI agent?
The two answer the same question, "who should take this call?", in different ways.
| Criterion | IVR menu | Voice AI agent |
|---|---|---|
| How callers say what they want | They press a key in a fixed menu | They say it in their own words |
| Routine requests | Routed to a person | Answered by the agent, end to end |
| Peaks | Callers queue | Every call is answered in parallel |
| Out of hours | A message | The same agent, day and night |
| Your telephony | Replaced or extended | The agent plugs in front, on your current numbers |
The AI in front, your agents behind.
Sofratel's 200-seat contact center runs the 24/7 on-call line of 200 social housing operators. A CallShift agent answers first, handles the routine requests end to end and hands urgent and sensitive calls to Sofratel's agents, with the context. Each operator's own specifications decide what is urgent.
At Valophis, that meant 45% of on-call calls handled end to end by the AI, and 98% of calls answered, up from 89%.
How you set the rules.
- Describe your call types. Say what the agent may resolve alone and what must reach a person.
- Set the conditions. Known contact, first-time or returning caller, inbound or outbound: the flow branches on them.
- Choose the destinations. A phone number for each hand-off, cold or warm.
- Test, then review. Call your agent from the browser, then read the summary of every real call and adjust.
AI call routing, answered.
What is the difference between an IVR and a voice AI agent?
An IVR asks callers to walk a menu with the keypad. A voice AI agent listens to what they say, answers what it can and transfers the rest. Callers skip the menu, and routine requests never reach your team.
Can I keep my switchboard?
Yes. The agent plugs in front of it through a SIP trunk or a Twilio number, and transfers to any phone number, including your existing lines.
Cold or warm transfer?
Both. A warm transfer lets the agent introduce the call to the person before putting the caller through.
Which CRMs does it look up?
HubSpot and Aircall, by the caller's phone number. Known contacts get a personalised call, and unknown callers are treated as new.
Can it handle peaks?
Every call is answered in parallel, with no queue: Sofratel absorbs up to 10,000 calls a day at peak.
Still have questions?
Contact us
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See it on your own calls.
Book a call with a voice AI engineer: we start from your real call flows and show you the agent, the architecture and the numbers that fit them.
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