Glossary
AI voice agent
An AI voice agent is software that holds a real spoken phone conversation — listening, understanding, and replying in a synthetic voice — in place of a human operator. In a business context it answers inbound calls or makes outbound ones, qualifies enquiries against set criteria, books appointments, and hands the call to a person when the conversation needs judgement. It differs from an IVR phone menu in that the caller talks normally rather than choosing from options, and differs from a chatbot in that the channel is voice.
The technical measure that most affects whether an AI voice agent feels natural is answer latency — the delay between the caller finishing a sentence and the agent starting its reply. Human conversational turn-taking runs at roughly a fifth of a second, so anything much beyond half a second reads as a stilted pause.
In Australia, using an AI voice agent for outbound calling attracts the same rules as human telemarketing: Do Not Call Register obligations, calling-hour restrictions, and recording consent.
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