Call Flows
Zild Voice supports flexible call flow models. Call behavior is defined by:- Agent instructions
- Escalation rules
- Workflow triggers
Common Call Flow Models
AI-First Model
- AI answers call
- Attempts resolution
- Escalates if necessary
IVR + AI Hybrid
- IVR collects initial input
- AI handles dynamic conversation
- Transfer if needed
Fully Automated
- AI completes entire workflow
- Executes backend operations
- Ends call automatically
Escalation Logic
Escalation can occur when:- User requests human agent
- Low confidence detection
- Sensitive topic detected
- Multiple misunderstandings occur
- Internal extension
- Group queue
- External number
Silence & Recovery
Voice agents can handle:- Silence timeout
- Unclear speech
- Interruptions
- Background noise
- Short responses
- Clear confirmations
- Structured information capture
Best Practices
- Keep responses concise
- Confirm critical information
- Avoid long monologues
- Test with real-world callers
- Monitor escalation rate