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Voice assistants have undergone rapid evolution, but only now are we seeing a true breakthrough: Agentic AI. The role of voicebots is thus shifting from a passive “answering machine” to a fully fledged virtual colleague capable of independently completing complex tasks such as changing an order, creating a complaint, or updating a CRM system.
The new generation of voicebots no longer stops at simply providing an answer. Today’s voicebots can carry a request through to completion. For example, they can verify the customer, perform the necessary steps in internal systems, and finally clearly confirm the result within the call. The voicebot not only understands—it actually resolves the problem. And it does so quickly, naturally, and securely. Companies gain more time for customers, fewer call transfers, and a higher share of requests resolved on the first contact.
What this can look like in practice is demonstrated by the example of GFS Group. The company deployed a hybrid voicebot from coworkers.ai that combines a human-recorded call introduction with an AI component capable of responding to off-script questions. Whenever the called party asks a question outside the initial scenario, the AI immediately finds the answer in the knowledge base, generates a sentence tailored to the specific situation, and then synthesizes it into speech so that the conversation feels smooth and natural—all in real time.
“Thanks to this, it is possible to scale communication without dependence on human capacity. In campaigns, we called more than 15,000 contacts using the coworkers.ai voicebot. The voicebot successfully connected with 6,375 people, and after manual review we generated 455 high-quality leads,” describes Hynek Pechlát, Team Manager at GFS Group.
Just a few years ago, a voicebot was often synonymous with a rigid automated menu (IVR) with predefined branches. This worked for simple inquiries, but the customer experience was often not very smooth or pleasant.
The second wave brought conversational AI with better intent recognition. The voicebot could already conduct a dialogue and respond to a wider range of queries. In many companies, however, the conversation still ended with an answer. The actual work—such as changing delivery details, filing a complaint, modifying a reservation, or updating a CRM—still had to be completed by a human.
Today, the third wave is arriving. The agentic AI voicebot can plan steps, use internal tools, and verify outcomes. In practice, this means fewer call transfers, shorter waiting times, and a higher likelihood that the customer’s issue is resolved on the first attempt. “The voicebot is no longer just a voice-based form. Thanks to agentic AI, it becomes a fully fledged virtual colleague capable of handling the entire process from A to Z. It frees up people on the team for more complex and strategic tasks, or for cases that require a human touch and empathy,” explains Tomáš Lysek, AI conversational voicebot developer and CEO of coworkers.ai.
An agentic voicebot can understand a customer’s complex goal—for example, a request to change delivery details or a new billing address. The voicebot not only understands the request, but can also carry out all the necessary steps to resolve it, including verification, working with orders or reservations, creating tickets, changing data, and recording everything in the CRM. For routine tasks, it can do this without the need for human supervision. After completing the action, it checks the result and then clearly confirms to the customer what has been done, offering further options.
“A key pillar of successful AI deployment is risk management. This is based on clearly defined roles and responsibilities, set limits, approval steps, and thorough auditability. Thanks to this, AI always operates within internal company rules as well as external regulations,” explains Lysek, adding that organizations also gain the ability to precisely trace what was done, when it happened, and based on what logic or inputs the voicebot arrived at its decision.
Intelligence and content accuracy make up only half of a voicebot’s success. The other half lies in how the voicebot sounds and how quickly it responds. “Customers are extremely sensitive to a robotic tone, unnatural pauses, and disruptive interruptions. A modern agentic voicebot must therefore ensure that dialogue is smooth and trustworthy. Responses must be lightning-fast, with low latency measured in hundreds of milliseconds. It must also be able to react flexibly and adapt when the customer interrupts, mimicking the dynamics of human conversation. Consistent tone and pace are also essential. The voice should sound human, but never pretend to be a human,” explains Tomáš Lysek, CEO of coworkers.ai.
Agentic voicebots are not just another tech gimmick for companies. They increase the efficiency of customer service as a whole by significantly boosting the number of requests resolved on the first contact. The result is fewer repeat calls, shorter waiting times, and more room for people to handle more complex cases. Thanks to this, voicebots effectively help manage seasonal peaks and significantly reduce the time customers wait for complex requests to be resolved.
