AloAi Agents are AI-powered virtual assistants designed to simplify and automate communication workflows through calls and text messages. These agents help businesses manage their customer interactions more efficiently by handling tasks like answering FAQs, following up with leads, and escalating complex inquiries to human agents.
AloAi Agent types: Voice and SMS
AloAi Agents are available in two (2) versions tailored for specific modes of communication:
AloAi Voice Agents specialize in automating phone-based tasks, handling inbound and outbound calls, managing customer inquiries, routing calls, and initiating follow-ups.
AloAi SMS Agents, on the other hand, focus on text-based communication. They manage interactions via SMS by responding to messages, sending bulk campaigns, reminders, or updates, streamlining customer engagement. Both versions work together to address a wide range of communication needs.
To see how AloAi Agents can enhance your business operations, check out this blog.
How to get started with AloAi Agents
For Admins: Configuring AloAi Agents
Admins are responsible for creating and configuring AloAi Agents to align with business workflows.
Log in to Aloware - navigate to the AloAi Agents section in the dashboard.
Create a new agent - click on +New Agent and select between Voice or SMS.
Customize the Agent
Name and description of the agent.
Communication direction (Inbound or Outbound).
AI models, responsiveness levels, tone, and escalation settings.
Test before deployment - use test contacts to simulate user interactions, ensuring the bot behaves as expected.
Admins can also attach knowledge bases, configure post-conversation automation, and analyze bot performance after deployment.
Example scenario:
A customer calls to inquire about product availability. The AloAi Voice Agent answers with the latest inventory status. If escalated, the customer is seamlessly transferred to a sales rep with full context.
For a full breakdown of configuration steps, see these guides:
For Agents: Daily operations
Agents collaborate with AloAi Agents to provide enhanced customer service by managing escalated cases and monitoring automated communications.
Inbound tasks
For inbound tasks, AloAi Agents handle first-level customer inquiries, providing automated responses based on available data. Issues requiring detailed attention are escalated to human agents through the Aloware Talk Dashboard, where they review and address flagged calls or messages.
Outbound tasks
AloAi Agents manage automated communications, such as follow-ups or reminders. Customer replies are flagged for human review when necessary, ensuring clear communication and timely responses while balancing automation with personal interaction.
SMS Agent workflow example:
The SMS Agent is useful for handling routine communication like appointment reminders. For instance, it can send a customized message to your customers, such as:
"Hi [First_Name], this is a friendly reminder about your appointment tomorrow at 10 AM."
If the customer responds, requesting to reschedule or seeking additional information, the SMS Agent will automatically flag the message and escalate it to your support team. This ensures that human agents can quickly take action and maintain smooth communication with the customer.
Learn how agents can interact effectively with AloAi Agents in Guide for Agents: How to use AloAi Agents in Aloware Talk
How AloAi Agents integrate with Aloware
AloAi Agents are deeply integrated into the Aloware platform, enabling businesses to scale their communication efforts effectively:
Routing conversations
Voice Agents route calls to human agents when needed.
SMS Agents can escalate messages based on customer actions, such as complaints or urgent follow-ups.
Automation tools
Use Sequences to automatically assign SMS workflows to contacts.
Leverage Broadcasts to send bulk messages for promotions or notifications.
Performance tracking
Admins can analyze bot performance, response efficiency, and escalation rates directly in Aloware’s analytics dashboard.