Understanding how Speako handles phone calls helps you optimize your AI agent's performance. This article explains the technology behind AI-powered calls.
Call Flow Overview
When a customer calls your Speako-connected phone number:
- Call Received — The call reaches Speako's phone system
- Greeting Played — Your customized greeting welcomes the caller
- Conversation Begins — The AI agent listens and responds naturally
- Actions Taken — The agent books appointments, answers questions, or performs other tasks
- Call Ends — The conversation wraps up with a farewell
Speech Recognition
The AI agent converts spoken words into text in real-time. This allows it to:
- Understand different accents and speaking styles
- Process natural conversational language
- Handle interruptions and clarifications
- Recognize names, dates, and numbers
Natural Language Understanding
Once speech is converted to text, the AI:
- Identifies the caller's intent (booking, question, cancellation)
- Extracts key information (dates, times, services)
- Determines the appropriate response
- Accesses your knowledge base for answers
Voice Synthesis
The AI agent responds using natural-sounding voice synthesis:
- Multiple voice options (male, female, various accents)
- Adjustable speech speed
- Natural intonation and pacing
- Custom pronunciation for specific words
Tool Execution
When the caller needs action, the AI agent uses tools:
- Booking Tools — Check availability and create appointments
- Customer Tools — Look up or create customer profiles
- Knowledge Tools — Retrieve business information
Real-Time Processing
Everything happens in real-time:
- Speech recognition: instantaneous
- Understanding: milliseconds
- Response generation: under a second
- Voice synthesis: streams as text is generated This creates natural, flowing conversations without awkward pauses.