The AI Voice Assistant uses ElevenLabs conversational AI to qualify callers through a natural dialogue. Instead of pressing buttons, callers have a conversation with an AI agent that asks qualifying questions and collects structured data before routing to a human agent.
Before you start
- An ElevenLabs account with Conversational AI access.
- An ElevenLabs API key.
- At least one ElevenLabs conversational agent created in your ElevenLabs dashboard.
- Your Twilio account connected in SureConnect settings.
Steps
- 1
Connect ElevenLabs in Settings
Go to Settings and find the ElevenLabs section. Enter your API Key and click Connect. SureConnect will validate the key and show your available agents.
- 2
Open your campaign
Go to Campaigns and click the campaign you want to configure.
- 3
Set Call Flow Type to AI Voice Assistant
In the Call Flow Type section, select AI Voice Assistant.
- 4
Select an ElevenLabs agent
Choose the ElevenLabs conversational agent to use for this campaign. If you have a default agent set in Settings, it will be pre-selected.
You can use the same agent across multiple campaigns or assign different agents to different campaigns for tailored qualification scripts.
- 5
Save the configuration
Click Save. New inbound calls will now be handled by the AI Voice Assistant.
How it works during a call
- The caller dials the tracking number and SureConnect connects them to the AI agent via Twilio Media Streams.
- The AI agent greets the caller and begins the qualification conversation.
- During the conversation, the AI collects data fields like age, budget, state, and health status.
- When the conversation ends, ElevenLabs sends a webhook to SureConnect with the extracted data.
- SureConnect generates a qualification score based on the extracted data and routes the caller to a human agent.