Voice AI Bot (Beta)

Voice AI Bots let you put AI voice agents to work inside your predictive campaigns, side by side with your human agents. A bot dials a lead, has a natural qualifying conversation, and then either closes the call with a disposition or hands the live call to one of your human agents - automatically.

How it works

When a predictive campaign dials a lead and a live person answers, the dialer bridges the call to an available AI Agent instead of a human. The bot greets the lead and runs its qualifying conversation. At the end, it does one of two things:

• Closes the Call: the bot sets a status on the lead (for example Interested, Not interested, Callback, or Do-not-call), exactly as a human agent would, optionally with a comment or a scheduled callback.
• Transfers to a Human: the bot decides to escalate. The dialer finds an available human in the lead's predictive group, bridges the lead to them, and shows that agent a screen-pop with a summary of the bot's conversation.

The bot never picks a specific person - a transfer always goes to whoever is free in the lead's group, just like any other predictive call.

flowchart TD
  A[Predictive campaign dials a lead] --> B{Live person answers?}
  B -- No --> X[Call ends or is retried]
  B -- Yes --> C[Lead bridged to an AI Agent]
  C --> D[Bot greets and qualifies the lead]
  D --> E{Bot decision}
  E -- Close --> F[Bot sets the lead status]
  E -- Transfer --> G[Dialer finds an available human in the lead's group]
  G --> H[Lead bridged to the human plus a conversation summary]

The building blocks

There are three things to set up, and they nest inside each other:

flowchart LR
  E[AI Engine] --> BF[Bot Flow]
  BF --> A1[AI Agent 1]
  BF --> A2[AI Agent 2]
  BF --> A3[AI Agent 3]

• AI Engine: your connection to a voice-AI vendor (like Vapi and ElevenLabs). You bring your own vendor account and credentials; CommPeak simply connects to it, so you keep full control of the account, billing, and quotas → Set up an AI Engine
• Bot Flow: one specific bot from that vendor, plus how many calls it can handle at once (Channels), which Skill groups it serves, and how aggressively it staffs (Activation strategy). You create it from the AI Engines page
• AI Agent: for every channel in a Bot Flow, the dialer automatically creates one AI Agent: a "seat" that joins the dialing pool exactly like a human agent → Manage AI Agents

How a Bot reaches a campaign

A Bot Flow does not point at a campaign directly. It works the same way humans do: the bot's skill groups belong to agent groups, and a group's filter is what selects the campaign.

flowchart LR
  AG[AI Agent] --> SG[Skill group]
  SG --> G[Group]
  G --> GF[Group filter]
  GF --> C[Campaign]

To make a bot dial a given campaign, put its skill group into a group whose filter targets that campaign - exactly as you would for a human agent.

Which leads the Bots dial

Even inside a single group, not every lead goes to an AI bot. Your account has a list of AI allowed countries, and the dialer uses it to split a group's leads into an AI lane and a human lane - the same group filter and the same campaign, running both side by side.

A lead is dialed by an AI bot only when both are true:

1. The lead's country is in your AI allowed countries.
2. There is a clocked-in AI Agent serving that group (through its skill groups).

Every other lead - a country that isn't on the list, or a moment when no AI Agent is available - is dialed by a human agent, exactly as before.

flowchart TD
  G[Group filter selects the campaign's leads] --> Q1{Lead's country in AI allowed countries?}
  Q1 -- No --> H[Human agent dials the lead]
  Q1 -- Yes --> Q2{Clocked-in AI Agent serving this group?}
  Q2 -- No --> H
  Q2 -- Yes --> A[AI bot dials the lead]

How many Bots run: activation strategies

Each Bot Flow uses one of two strategies to decide how many of its AI Agents stay active:

• Ratio (AI per human): keep a target number of AI agents active for every active human (for example 3.0 = three bots per human). Bot capacity scales up and down with your human staffing.
• Fixed active count: keep a set number of bots active regardless of how many humans are working.

Both are capped by your account's concurrency limit and by the vendor's per-bot limit.

On the AI Agents page, each bot shows whether it is Clocked in and its Activation Mode (Ratio, Fixed, or Manual). You can clock bots in and out, or pin a bot manually → Manage AI Agents

Set it up in four steps

1. Connect an AI Engine: add your vendor account
2. Add a Bot Flow: import a bot and set its channels, skill groups, and activation strategy
3. Manage AI Agents: clock the bots in so they start dialing
4. (Optional) Take inbound calls: route inbound callers to a bot from your IVR

✔️ That's the whole picture - head to AI Engines to connect your first vendor.