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Delivery agent
API key · Customer operations teamALAlex Lee AdminPermissions updated
Make the conversation useful.
Connect your AI assistant to the phone network. Bring customer context, business tools and human handoff into the conversation, with Bird numbers, routing and call records.
An AI conversation with a useful outcome
ExampleFIELDNOTES · APPOINTMENTS
“Could I move my appointment to Friday?”
“I can check the available times. Which Friday works for you?”
The application owns the decision
Bird connects the call. Your runtime handles speech, reasoning and tools.
Illustrative assistant connected to a booking application. No real appointment is changed.
Start with the job
What should the agent help someone finish?
Choose a concrete task before choosing a voice: answer an order-status question, qualify a service request or arrange an appointment. The conversation should collect only what that task needs, confirm the intended action and leave the caller with a clear result.
Use context with purpose
Connect the relevant customer record and current business data. Let the application decide which information the caller may access and which actions the agent may request.
Keep the next action explicit
A proposed appointment is not a confirmed booking. Wait for the scheduling system’s result before the agent says it is booked, and provide a useful path when that system cannot complete the request.
Connect the layers
How does an AI agent reach the phone network?
The conversation runtime manages listening, response generation, speech and turn-taking. Bird supplies the calling connection, number routing and call records. A SIP-capable runtime must handle signaling and audio, with the right authentication and media settings at both ends.
- 01
Choose the runtime for the experience
Evaluate language support, interruptions, silence handling and the business-tool interface with your actual callers. A natural voice alone does not establish a reliable conversation.
- 02
Design the handoff
Decide when the caller needs a person or a callback. Implement the transfer or escalation in the call application, with enough context for the next participant to continue.
Learn from the whole call
Follow the conversation through to its outcome.
Inspect call outcome, conversation evidence and the business system’s result together. A connected call may still leave a task unfinished, while a successful booking needs confirmation outside the transcript. Use recordings and transcripts according to the permissions and retention you choose.
Test the difficult moments
Try interruptions, an unfamiliar request, a tool failure and a caller who asks for a person. Include representative languages, accents and background noise in the evaluation.
Launch with a bounded scope
Begin with a defined use case, destination set and calling capacity. Review observed failures before extending the agent’s permissions or widening its audience.
Questions about AI Voice
Is AI Voice the same as a phone menu?
No. A phone menu follows predefined choices such as keypad digits. An AI voice conversation interprets language and generates responses through a conversational runtime. Both still need a complete call-routing and outcome-handling design.
Can I use my existing AI runtime?
A SIP-capable runtime can connect through Bird when its signaling, authentication and media behavior are compatible. Validate the integration with a real call in both directions before moving traffic.
Does an MCP connection make a conversational voice agent?
No. MCP lets an authorized software agent operate account tools. A live voice agent additionally needs audio, speech processing, turn-taking and a conversation application.
Can the assistant book appointments or look up orders?
Connect those actions through your application’s authorized tools. Treat their returned status as the source of truth, and require the appropriate customer confirmation before making a change.
What should I measure?
Measure call connection and completion separately from task success. Track the confirmed business result, escalation rate and observed failure reasons; a transcript or an answered call alone cannot prove conversion.
Build the next part of your calling path
AI Voice guide Follow the setup, requirements and operational checks.
SIP trunking Connect your PBX, softphone or SIP application to the telephone network.
Call sequences Turn prompts, keypad choices and named branches into a versioned workflow.
Voice pricing Review published destination rates and relevant call components.
Scale without
losing control.
Organize teams in workspaces, control API access, and trace changes through audit logs.
HarborOrganizationActive
Audit log
Production- Workspace
- Production
- Resource
- Delivery agent
- Read accessRead & write
Team Customer operationsActor role AdminOutcome SucceededTime 22 Sep, 09:42:18 UTC
Succeeded