High inbound call volume for routine queries that should be resolved without an agent?
Customers abandoning calls due to wait times for questions your voicebot could handle immediately?
Voicebot Development
A voicebot handles phone conversations the way a human agent does -- understanding natural language, asking clarifying questions, retrieving information, and completing tasks -- without putting callers on hold.
We build voicebots for inbound call handling, outbound campaigns, and interactive voice applications. Speech-to-text, intent recognition, dialogue management, and text-to-speech integrated into a system that sounds natural and actually resolves caller needs.
Inbound voicebots for customer support, scheduling, and information queries
Outbound voicebots for surveys, reminders, and appointment confirmation
Natural conversation flow -- not IVR menus, not press-1-for options
Integration with your CRM, helpdesk, booking system, and telephony infrastructure
RaftLabs builds voicebots that handle phone conversations: inbound customer support, appointment scheduling, information queries, and outbound reminder and survey campaigns. We integrate speech-to-text (Deepgram, Google Speech-to-Text, Whisper), LLM-based intent recognition and dialogue management, and text-to-speech for natural voice output. Voicebots integrate with your telephony provider (Twilio, Vonage, Genesys), CRM, and booking systems. We also build voice AI systems for more complex applications -- see our Voice AI Development service.
Calls that resolve, not calls that hold
The goal of a voicebot isn't to replace human agents. It's to handle the routine, repeatable calls that don't need a human agent -- so your agents spend their time on calls that do.
We build voicebots that actually resolve caller needs, not voicebots that frustrate callers into asking for a human anyway.
What we build
Inbound customer support voicebots
Voicebots that handle inbound customer calls: account queries, order status, billing questions, basic troubleshooting, and information requests. Natural language understanding that handles how customers actually talk -- not just menu keywords. CRM integration to personalise responses with the caller's account data. Confident resolution for questions within scope; graceful handoff to a live agent with context for questions outside scope. Reduces agent handle time and wait times for the calls that do need human attention.
Appointment scheduling and reminders
Voicebots for scheduling, rescheduling, and confirming appointments. Inbound: callers book, change, or cancel appointments through natural conversation, with availability checked in real-time against your booking system. Outbound: automated reminder calls for upcoming appointments, with self-service rescheduling if the caller can't make it. Reduces no-show rates significantly and removes scheduling calls from your staff's queue. Integration with your existing booking system or calendar infrastructure.
Outbound survey and campaign calls
Outbound voicebots for post-interaction surveys, satisfaction calls, payment reminders, and reactivation campaigns. Dynamic script generation that personalises the call based on CRM data. Response capture structured for reporting. Human transfer for escalation cases. Outbound voicebots reach far higher contact rates than manual dialling campaigns and collect more consistent response data. Compliance with TCPA and local regulations built into campaign design.
Telephony and contact centre integration
Integration with your existing telephony infrastructure: Twilio, Vonage, Genesys, Avaya, Amazon Connect. SIP trunking configuration, DTMF fallback for callers who prefer keypad input, call recording for quality assurance, and live agent transfer with context handoff. Contact centre integrations that add voicebot handling to your existing queue without requiring a platform migration. The voicebot sits in front of your existing infrastructure rather than replacing it.
Dialogue design and conversation flows
Natural conversation design for voicebots: intent mapping across the call types you handle, entity extraction for account numbers, dates, names, and other information the bot needs, graceful handling of unexpected responses and corrections, confidence-based routing (high-confidence responses handled automatically; low-confidence escalated), and barge-in handling for callers who interrupt mid-response. Dialogue that feels like talking to a knowledgeable agent, not navigating a decision tree.
Analytics and performance monitoring
Voicebot performance dashboards: call volume by intent, containment rate (calls resolved without agent transfer), transfer rate and transfer reasons, average handle time, and caller satisfaction scores. Call recording analysis for quality review and dialogue improvement. Intent gap analysis to identify high-volume caller queries the voicebot isn't handling well. The monitoring infrastructure to continuously improve resolution rates after launch.
High inbound call volume for routine queries?
Tell us your call types, current volume, and what a resolved call looks like. We'll design the voicebot.
Related services
Voice AI Development -- voice AI for more complex conversational applications
AI Chatbot Development -- text-based conversational AI
Conversational AI Development -- broader conversational AI systems
Customer Support Automation -- automating customer support across channels
AI Orchestration -- orchestration for complex multi-turn AI workflows
Frequently asked questions
An IVR (Interactive Voice Response) is a menu-driven system -- 'press 1 for billing, press 2 for support'. The caller has to navigate a rigid menu structure to reach the right option. A voicebot understands natural language: the caller says what they need in their own words and the voicebot understands, asks clarifying questions if needed, and resolves or routes the call appropriately. Voicebots are more effective for complex queries, have much higher caller satisfaction, and handle a wider range of inputs. IVRs are faster to build for very simple, predictable call patterns. Most organisations replacing IVRs with voicebots see significant improvement in first-call resolution and caller satisfaction.
We select the speech-to-text (STT) engine based on accuracy requirements, latency constraints, and domain vocabulary. Deepgram: low latency, strong real-time transcription, good for customer service use cases where streaming transcription matters. Google Speech-to-Text: broad language support, strong accuracy, well-documented. OpenAI Whisper: high accuracy, open-source, good for batch transcription. For domain-specific vocabulary (medical terminology, technical product names, regional accents), we evaluate and fine-tune where the general model accuracy is insufficient for your use case.
Natural voice quality requires both good text-to-speech (TTS) and natural dialogue design. For TTS, we use ElevenLabs, OpenAI TTS, or Google WaveNet -- all capable of producing voice that most callers don't identify as AI on first listen. The bigger challenge is dialogue design: a voicebot that sounds robotic isn't the TTS quality, it's unnatural turn-taking, pauses in the wrong places, and responses that feel scripted. We design dialogue flows that handle interruptions, corrections, and conversational context -- not just the happy path.
We integrate with telephony providers through their APIs and SIP (Session Initiation Protocol). Twilio: flexible API, widely used, straightforward integration. Vonage (Nexmo): similar capability to Twilio. Genesys, Avaya, NICE CXone: enterprise contact centre platforms with voicebot integration APIs. Amazon Connect: AWS-native telephony with direct integration to AWS AI services. The integration connects your phone number to the voicebot -- callers dial your existing number, the voicebot handles the call, and transfers to a live agent when needed.
A focused inbound voicebot for a defined use case (appointment scheduling, FAQ handling, or order status) with telephony integration typically runs $30,000--$65,000. A voicebot handling multiple intents with CRM integration, live agent transfer, and analytics runs $55,000--$100,000. Outbound campaign voicebots with dynamic script generation and CRM integration run $25,000--$55,000. Telephony and AI API costs at production volume depend on call volume and duration -- typically $0.05--$0.20 per minute of handled call time.