Kathmandu—Businesses often lose potential customers simply because a phone call goes unanswered. Employees may be busy, offices may already be closed, or customer service teams may be handling several calls at the same time.
To address these challenges, business communication solutions provider AakashTel has introduced an AI Voice Agent designed to manage customer conversations automatically.
According to the company, the system can answer incoming calls around the clock, understand callers’ questions, provide relevant information and transfer complex conversations to the appropriate employee or department.
Unlike a traditional Interactive Voice Response system, which requires callers to select options by pressing numbers, the AI Voice Agent allows customers to speak naturally.
A caller can ask questions such as, “What time does your office open?”, “How much does this service cost?”, “Can I book an appointment for tomorrow?” or “Is this product currently available?”
The system analyses the caller’s intent and responds using information approved and provided by the business. If the request requires human assistance, the call can be redirected to a relevant representative.
Trained with business-specific information
AakashTel says the AI Voice Agent can be configured according to the requirements of individual organisations.
Businesses can provide information about their products, services, prices, office hours, branch locations, frequently asked questions, appointment policies, ongoing offers and call-handling procedures.
These details form the system’s knowledge base, which the AI uses while communicating with customers.
This means the agent does not need to rely on generic responses. Instead, it can deliver information based on the organisation’s own operating procedures and approved content.
The knowledge base can also be updated whenever prices, policies, schedules or services change.
Available beyond regular office hours
One of the main features of the solution is its ability to operate continuously.
The agent can answer calls after office hours, during public holidays and at times when human employees are unavailable. This can help businesses reduce missed calls and provide basic support whenever customers need information.
The company says the solution may be particularly useful for organisations that receive a high volume of repetitive enquiries.
Instead of assigning employees to repeatedly answer questions about prices, opening hours, availability or procedures, businesses can allow the AI agent to manage such calls.
Appointment, reservation and lead management
The platform is also designed to support appointment and reservation-related processes.
Hospitals and clinics can use it for doctor appointments, educational consultancies for counselling bookings, hotels for room reservations and restaurants for table bookings.
Businesses may also use the agent to schedule product demonstrations, service consultations or follow-up calls.
For sales teams, the AI Voice Agent can collect initial information from prospective customers. It may ask about their requirements, location, budget or preferred service before transferring qualified prospects to a sales representative.
This can help sales teams focus on customers who have already shown relevant interest.
Automated outbound calling
The system is not limited to answering incoming calls.
AakashTel says businesses can also use the platform to conduct automated outbound conversations for payment reminders, appointment confirmations, subscription renewals, customer verification, event confirmation, feedback collection and lead follow-ups.
Unlike conventional voice broadcasting, which usually plays the same recorded message to every recipient, the AI agent can continue the conversation based on the customer’s response.
For example, if a customer says they cannot attend a scheduled appointment, the system may offer another available time. If a caller requests additional assistance, the conversation can be transferred to a human representative.
Integration with business platforms
According to AakashTel, the AI Voice Agent can be connected with Customer Relationship Management platforms, appointment systems, customer databases, helpdesk software, payment systems and other business applications.
Such integration can allow information collected during a call to become part of the organisation’s wider workflow.
A confirmed appointment may be added to a booking system, a sales enquiry may be assigned to a representative, or a follow-up task may be created after the conversation.
Businesses can also access call records and analytics through a dashboard. The reports may include the number of calls received, commonly asked questions, completed appointments, transferred calls and customers requiring further follow-up.
Applications across multiple industries
The company says the solution can be used by educational institutions, consultancies, hospitals, hotels, restaurants, banks, financial institutions, insurance companies, real estate businesses, e-commerce platforms, government agencies, NGOs, BPO companies and customer support centres.
Educational organisations can manage admission and counselling enquiries, while healthcare institutions can support appointment scheduling and patient follow-ups.
Hotels can use the system for reservations, financial institutions for routine customer enquiries and payment reminders, and e-commerce businesses for order, product and delivery-related calls.
AakashTel Vice President Rajan Koirala said the purpose of the technology is not to replace employees but to help them work more effectively.
According to him, automating repetitive calls, booking requests and regular follow-ups can allow employees to focus on customer consultation, problem-solving and other tasks that require human judgement.
As customers increasingly expect faster responses and services beyond regular business hours, AI-based voice technology is gradually becoming part of modern business communication.
AakashTel believes its AI Voice Agent can help Nepali businesses build a more responsive, organised and scalable customer communication system.
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