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Voice assistants handle phone calls. To choose between Voice and Chat and create an assistant, see Creating AI assistants.

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AI phone numbers and SIP endpoints

AI phone numbers and SIP endpoints are destinations through which a voice assistant can be reached by phone. You configure its behavior and instructions in the assistant wizard. An AI phone number is reachable directly via the telephone network, while a SIP endpoint must be linked to a phone number by the service provider or is reachable directly via SIP.

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Why do you need AI phone numbers and SIP endpoints?

  • To make AI assistants reachable by phone for customers
  • To automate customer service processes over the phone
  • To offer phone support that is available around the clock
  • To integrate AI solutions into existing phone systems
  • To relieve employees of routine inquiries

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How do AI phone numbers and SIP endpoints work?

AI phone numbers and SIP endpoints act as connection points between the telephone network and the AI:
  • An AI phone number is a regular phone number connected directly to an AI. When someone calls this number, the call is routed to the AI, which responds according to its stored instruction.
  • A SIP endpoint is a technical interface that makes the AI reachable via the Session Initiation Protocol (SIP). This can happen either directly through SIP-capable devices or by having the service provider link it to a phone number.
  • The associated voice assistant determines how it responds during the conversation through its settings and instructions.

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Examples of AI phone numbers

An online retailer sets up an AI phone number for its customer service. Customers can call this number to get information about orders, initiate returns, or ask product questions.Example scenario: A customer calls the online shop’s AI phone number to ask about the status of their order. The AI greets the customer in a friendly manner and asks for the order number. After the customer provides the order number, the AI retrieves the relevant data from the order system and informs the customer of the current status: “Your order #12345 was shipped yesterday and is expected to be delivered the day after tomorrow. Would you like the tracking number, or do you have any other questions about your order?”The AI can also handle more complex requests, such as initiating a return or answering product questions. If needed, it can forward the call to a human employee when the request becomes too complex.
A medical practice implements an AI phone number for appointment scheduling. Patients can call this number to book new appointments or to reschedule or cancel existing ones.Example scenario: A patient calls the practice’s AI phone number to schedule an appointment for a routine checkup. The AI greets the patient and asks for their name and date of birth for identification. It then asks for the desired appointment time and the reason for the visit.Patient: “I’d like to schedule an appointment for next week, Tuesday or Wednesday.” AI: “Certainly. I can see that appointments are available on Tuesday at 10:30 AM and on Wednesday at 2:15 PM. Which one would suit you better?” Patient: “Wednesday at 2:15 PM would be perfect.” AI: “Very good. I’ve booked an appointment for you on Wednesday, March 15, at 2:15 PM with Dr. Schmidt. You will receive a confirmation SMS shortly. Would you like a reminder 24 hours before the appointment?”The AI can also answer questions about how to prepare for the appointment or give special instructions if needed. For complex medical questions or emergencies, it forwards the call to the medical staff.
AI phone numbers and SIP endpoints offer an efficient way to provide AI-powered services over the phone. They improve the reachability of companies and organizations by being available around the clock while freeing up human resources for more complex tasks.