Back to blog
The Power of Voice AI
Endless menus, robotic recordings, being transferred from one department to another. These outdated phone experiences are still far too common. And customers are tired of it.
HALO's new Voice channel is here to change that. It brings your AI Agents - previously available in chat - to life with speech. That means customers can talk to your AI Agent in real time, across platforms, just like they would with a human.
“AI agents built in HALO don’t just understand what a customer says, they understand what they mean,” says Tom Faas. “They grasp context, which allows them to hold full conversations and answer questions naturally.”
Smarter Conversations Through Context
Sounds ideal? That’s because it is. HALO’s Voice channel is powered by Agentic AI, which means it can respond flexibly. Whether a question is asked in an expected way or not. This marks a big shift from traditional customer support, where systems could only automatically reply to exact keywords or scripted paths.
In the past, setting up a dialogue meant mapping every possible question and answer in advance, a time-consuming and rigid process. Customers had to navigate menus or phrase their question “just right” to trigger the correct response.
“With HALO, that’s no longer necessary,” Tom explains. “Customers can just ask a question the way they would in a real conversation. The agent understands their intent and guides the dialogue naturally. Whether someone says, ‘Can I return my product?’ on the phone or types ‘I want to send something back’ in chat, HALO responds with the same clarity, no need to pre-script both scenarios or create separate workflows.”
It Listens. It Responds. And It Gets Things Done.
But HALO's Voice AI doesn’t stop at answering questions. It also takes action.
Because HALO connects directly to your existing systems, your AI agent can do more than look up information. It can complete tasks. Whether it's rescheduling a delivery, checking a reservation, or issuing a return label, your AI agent handles it instantly.
That’s a big step up from traditional systems where requests often sat unanswered in overflowing inboxes or required manual intervention or another phone call.
“When a request comes in, the AI agent immediately taps into the right systems,” Tom says. “No wait, no lag. It pulls the data it needs and takes action. That means you can offer 24/7 service with instant solutions, while your human team focuses on interactions that really require a human touch.”
Your Knowledge, Supercharged by AI
Many companies already see the value of AI in customer service. But Tom understands that some still have concerns.
“They worry the bot might give the wrong answer or that they’ll lose control over what’s being said. But with Agentic AI, there’s no need to worry,” he explains. “Everything the AI says or does is based on your knowledge, your content, and your tone of voice.”
Unlike tools like ChatGPT, HALO doesn’t pull data from the internet. It only uses content you’ve approved and uploaded, making it as trustworthy as your knowledge base.
“The better your knowledge foundation,” Tom adds, “the better your AI agent performs.”
HALO also offers full transparency . “You can always see exactly which source was used to generate a response. That makes it easy to fact-check, fine-tune conversations, improve FAQs, and add new flows. You stay in control and can continuously optimize your customer experience.”
And when a question is too complex? The bot hands off seamlessly to a human colleague, complete with full context. No repetition, no friction, no frustration.
“Customers expect instant help, no matter the channel. Voice AI makes that possible—even after hours.”
– Tom Faas, Product Marketer
Built for Easy Integration
What sets CM.com’s Voice AI apart is how easily it fits into the broader Engagement Platform.
“Whether your customer sends a message, email, or call, we support it all,” says Tom. “And you manage every interaction from one place.” Just like HALO’s other AI features, the Voice channel follows your business rules and syncs data across all your systems in real time.
“Voice isn’t a separate tool, it’s a fully integrated part of your customer engagement strategy. That makes it scalable, future-proof, and highly efficient.”
Go Live Fast Without Technical Barriers
Here’s the best part: you don’t need to be a developer to build your AI agents in HALO.
“If you can type, you can build,” Tom says. Simply describe what you need in writing and HALO turns it into a working AI agent.
Looking for extra convenience? Use one of our ready-to-go templates, like our WISMO agent, return agent, or appointment scheduler. “These prebuilt agents handle repetitive tasks, are easy to customize for your workflows, and plug right into your existing systems.”
Of course, you can also build fully custom agents. With HALO’s intuitive interface and modular setup, you can bring voice-powered conversations to any channel. No technical hurdles, just natural language.
