How to handle new and existing customer calls with an AI voice agent
New callers and returning customers want different things. A good AI voice agent finds out which one it is talking to early and adjusts.
Step 1. Ask one simple question early
After the greeting, ask whether the caller has worked with you before. A single yes or no question is enough to pick the right path.
Step 2. Build a path for new callers
New callers usually need basic information, a quote or a first appointment. Write the questions the agent should ask and the details it should capture. Our caller details guide explains how.
Step 3. Build a path for existing customers
Returning customers often want to change an appointment, check a status or reach a specific person. Give the agent clear steps for each request. Our rescheduling guide and routing guide cover the common ones.
Step 4. Decide what needs a person
Some returning customers have issues the agent should not solve alone. Set clear rules for transferring those calls. Our handoff guide shows the setup.
Step 5. Test both paths
Call the agent twice, once as a new caller and once as a returning one. Our testing guide lists what to check.
What it costs
InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.
Frequently asked questions
Does the agent need to recognize customers by name?
No. Asking whether the caller has worked with you before is enough to start.
Can the two paths use different greetings?
Yes. Write the instructions so each path opens in the way that fits.
What if the caller is not sure?
Tell the agent to treat them as a new caller and keep the conversation simple.
Related
- /blog/how-to-capture-caller-details-with-an-ai-voice-agent
- /blog/how-to-handle-rescheduling-with-an-ai-voice-agent
- /blog/how-to-route-calls-for-a-specific-person-with-ai-voice-agent
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human
- /blog/how-to-test-an-ai-voice-agent-before-going-live
- /pricing