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How to use an AI voice agent to handle business calls

A business owner used a custom AI voice agent to answer calls, collect enquiry details and send an SMS review link. They report fewer interruptions, but also an unexplained conversion decline.

Source published reddit.comCustom AI voice agent, platform not named
OUR ADAPTATION

Suggested prompt

Suggested prompt written by Agents In Use, not the source author. Replace bracketed inputs and review tool permissions first.

For [business], answer enquiries as a clearly disclosed AI assistant. Collect [required details], compare postcodes with [approved postcode reference], and send an approved SMS review link for contact details. Record uncertainty for staff review, stay on topic and respect requests for human help. Do not invent missing details or promise a sale.

Evidence at a glance

Sourced account
Source poster / publisher
u/Admir-Rusidovic
Original account
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Published
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Reported result
The author reports fewer interruptions and roughly 60% completion of SMS contact-detail checks. They also report a conversion decline of around 8%, without establishing that the AI agent caused it.
Human involvement
The team built and adjusted the system. Staff reviewed enquiry details and chose how to follow up. The author was investigating lower conversions rather than attributing them conclusively to AI.

A linked account supports attribution. It does not mean we independently reproduced its result.

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How the agent did it

  1. The business deployed a custom AI voice agent to answer incoming calls and disclose that it was AI.
  2. The team added postcode matching and a similar approach for names to improve transcription accuracy.
  3. The agent collected enquiry details and sent callers an SMS link to review them and add an email address.

Admir-Rusidovic describes three months of using a custom AI voice agent to answer calls in their own business. The agent collected enquiry information while staff continued working, then staff reviewed the details and decided whether to respond by phone, text or email. The post does not name its underlying platform or models.

Accurate contact details proved harder than conversation. The team added a postcode knowledge base so the model could compare transcriptions against valid postcodes, and applied a similar approach to names. Email capture remained unreliable. Their workaround was to send callers an SMS link where they could check their details and enter an email address. The author reports roughly 60% completion for that step.

The team also reduced processing delays and added noise cancellation. The agent disclosed that it was AI at the start of each call and, in the interactions the author observed, declined unrelated requests.

The reported benefit was fewer interruptions, not a demonstrated revenue gain. Conversions fell by around 8%, but the author explicitly says they cannot establish whether the agent caused the drop. These are self-reported results without an independent comparison.

Who it's for: small businesses assessing AI call handling should consider contact accuracy and conversion outcomes alongside staff time.

Prompt
Suggested prompt (written by Agents In Use, not the author's)

Source: Reddit · u/Admir-Rusidovic

Frequently asked questions

Which AI voice platform did the business use?

The post does not name the platform or speech-to-text models. It describes a system the business built itself and used for three months.

Did AI call handling improve conversion rates?

The author reports a conversion decline of around 8%, but says other business changes could explain it. The source does not establish causation.

How did the team handle unreliable email capture?

The agent sent an SMS review link so callers could check their information and enter an email address. The author reports roughly 60% completion.

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Remaining steps

  1. Staff reviewed collected information and chose which enquiries needed a phone call, text or email.
  2. The team investigated a reported conversion decline while continuing to improve call handling.

About this account

The AI answered incoming calls, asked questions, collected enquiry information and declined off-topic requests in the interactions the author observed.

Firsthand account by u/Admir-Rusidovic: https://www.reddit.com/r/aiagents/comments/1x7x4n3/what_ive_learnt_from_using_an_ai_voice_agent_in/. Public RSS post and returned comments captured on 20 October 2026; RSS coverage is partial. Body eligibility passed at 1.0. Results are author-reported, not independently reproduced. Suggested prompt by Agents In Use, not the author's original prompt.

Credit: u/Admir-Rusidovic on Reddit

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Tools and topics

Custom AI voice agent · Speech-to-text models, not named · Postcode knowledge base · SMS review links · Noise cancellation

voice agents · customer enquiries · small business · contact capture

Editorial completeness: 100/100. Measures documented fields, not agent performance or verified outcomes.