Comparison
AI voice agent, IVR menu or operator: what do you choose for which call
There is no winner for all calls. A keypad menu is good for simple routing, an operator for complicated situations, a voice agent for repetitive conversations that need more than a keypress.
| IVR menu | Operator | AI voice agent | |
|---|---|---|---|
| How the caller speaks | Presses keys or says keywords | Available | Free-form, can interrupt |
| Questions with written answers | Only recorded messages | Yes | Yes, from the knowledge base |
| Actions in systems | Limited, depending on integration | Yes, manually | Yes, through integrations and webhooks |
| Unexpected situations | No | Yes | Transfers to a person |
| Simultaneous calls | Many | One per operator | Many, within the limits of the plan and the line |
| Schedule | Any time | Team working hours | Any time, according to your rules |
| What remains after the call | Key pressed | The operator’s notes | Transcript, summary, fields |
| Changing the scenario | Re-recording the messages | Training the team | Editing the agent’s text |
How to calculate the cost with your numbers
We do not give savings percentages. Here is the formula, with the data you already have.
- Operator
- The monthly cost of covered hours (salary, taxes, replacements) divided by the number of calls handled in a month.
- Voice agent
- The monthly plan plus the minutes over plan, plus the initial set-up, divided by the number of calls handled by the agent.
- What is not included in the formula
- The calls the agent still transfers to a human. If the agent transfers half of the calls, an operator is still needed for that half.
- What to measure in the test
- How many calls the agent closes without transfer, on your real calls. Only with this figure does the calculation make sense.
Combinations that work often
Agent in front, operator in back
The agent handles repeated questions and transfers the rest, with a summary of the request.
Operator by day, agent in the evening
The schedule rule sends calls to the agent only outside working hours.
Short IVR, then agent
One language or department choice, then free conversation with the right agent.
Frequently asked questions
Does the voice agent replace operators?
It handles part of the calls. How much, find out only by testing on your calls; pages that promise a fixed percentage do not know your calls.
Can we keep the current IVR menu?
Yes. One of the menu options can lead to the Kallina agent.
Does the caller know they are speaking with an AI agent?
We recommend that the agent says this in the greeting. We do not build agents that pretend to be people.
What happens when the agent does not understand?
It asks for a rephrasing once, then transfers to a person or notes the request, according to the established rule.