Call deflection: what it is and how AI handles it
Call deflection means resolving a call, or sending it to the right place, without a human agent having to take it. An AI voice agent does this when it answers common questions, books appointments, and transfers to a person only the calls that need one.
What call deflection means
It is the practice of reducing the calls that reach your team. Some calls are solved on the spot, like a question about opening hours or an address. Others are routed to the right person or channel, such as an online booking page or a form.
How an AI voice agent handles it
The agent listens to the caller in natural language and acts on what they ask for:
1. It answers questions using your business information, loaded into a knowledge base (RAG).
2. It books, reschedules, or cancels appointments when your flow allows it.
3. It transfers to a person only when the request needs one, with the context of the call.
In InfiVoice you define what the agent can resolve and when it hands the call over, using the visual flow builder.
Call deflection vs a traditional IVR
- Traditional IVR: a key-press menu sends the caller to a queue, even when the answer is simple.
- AI agent: answers the question directly and passes to a person only what it cannot resolve.
To see how this works in practice, read how AI voice agents work or the guide for clinics.
Signs you need call deflection
- Your team answers the same questions over and over.
- Simple calls take time away from the calls that matter.
- Calls are missed after hours.
Pricing
The Free plan includes 100 credits. The Pro plan costs $79 per month with 250 credits. One credit equals 60 seconds of call time. See pricing and features.
Frequently asked questions
Is call deflection the same as voicemail?
No. Voicemail only records a message. An AI agent converses, answers, and acts on the request.
What happens to calls the agent cannot resolve?
Your flow defines when the call is transferred to a person, so important cases are not lost.
What languages does it support?
InfiVoice supports more than 30 languages, so the agent answers in the language the caller uses.