Which calls should a voice agent handle first?

Repeatable calls that end in a clear system action, such as booking, rescheduling, order status or simple service requests. Start with one call type, often after hours, and expand as results hold.

Can the agent take actions in our systems?

Yes, within agreed permissions. We integrate with scheduling, CRM, EHR and ticketing systems so the agent can complete the request during the call, with approvals for anything sensitive.

What happens when the caller needs a person?

The agent transfers the call with a summary on screen, or creates a callback ticket when lines are busy. Emergency and clinical topics always go to staff.

Which languages do you support?

English, Arabic (including Gulf dialects) and other languages. We test each language and accent separately before launch.

How long does a voice pilot take?

A scoped pilot for one call type typically goes live in 8 to 12 weeks, including integration, testing against real call scenarios and staff training.

Why Sofyrus instead of a large consultancy?

We are a product engineering firm that has delivered voice agents in production, including patient-reported outcome calls for a healthcare client. We build and run them ourselves at a predictable cost.

VOICE AI AGENTS

Voice AI agents that move the request forward.

Sofyrus builds voice agents that answer calls, complete the agreed action in your systems and hand over to your team with full context, in English, Arabic and other languages.

Assess Your Voice Workflow See the Voice Workflow

64%

of service leaders report higher agent productivity from AI (Deloitte, 2026)

250+

software projects shipped

14+ years

of product engineering

WHAT'S CHANGING

Customer service now

AI is already lowering cost per contact, but customers still expect a way to reach a person. Sources: Deloitte Digital 2026 Global Contact Center Survey, Gartner (2026).

64%

of service leaders report higher agent productivity from AI (Deloitte, 2026)

39%

report lower cost per contact as a result of AI (Deloitte, 2026)

43%

expect AI to cut contact center costs by 30% or more within three years (Deloitte, 2026)

87%

of customers say an option to reach a human is essential when AI is used (Gartner, 2026)

(PERSPECTIVES)

Five things that make voice AI work in production

WHAT WE BUILD

Voice AI products we build

Working voice agents in weeks, connected to the systems your team already uses.

Appointment voice agent

Books, reschedules and cancels appointments in your scheduling system, around the clock. Moves bookings and abandonment rate.

Voice AIScheduling

Customer service voice agent

Resolves order, account and service requests by voice and logs them in your CRM. Moves resolution rate and cost per contact.

Voice AICRM

Patient outcome calls

Outbound calls that collect patient-reported outcomes and flag concerns to clinicians. Moves response rates and staff time.

HealthcareOutbound

Reminders and follow-ups

Reminder, confirmation and follow-up calls with two-way responses. Moves no-shows and missed payments.

OutboundAutomation

Multilingual voice

Agents in English, Arabic and other languages, tested per language and accent. Moves reach and satisfaction.

MultilingualArabic

Call analytics

Transcripts, outcome tagging and dashboards across every call. Moves visibility and quality.

AnalyticsQA

01 — WHEN VOICE AUTOMATION FITS

01 / 03

Repeated calls. Repeated actions. One place to start.

For patient-access and customer-service leaders whose teams handle repeatable calls and then enter the same information into another system. Start when you have a clear call category, an owner for escalations, and access to the tools needed to complete the task.

People working at desks in an open office

Start with the call outcome

Define whether the call should answer a question, capture a request, or perform an approved action.

Confirm the channel and language

Assess telephony access and test the languages and accents in scope. Language capability is validated for the pilot.

Keep a human route available

Define transfer rules for ambiguity, sensitive requests, and out-of-scope conversations.

02 — ILLUSTRATIVE VOICE WORKFLOW

02 / 03

Listen. Act within scope. Hand over with context.

A typical administrative call flow, adapted to your systems during the assessment. The pilot tests both task completion and the moments when a person must take over.

Understand and clarify

Identify the request and ask for missing details. Check approved knowledge before answering.

Perform a permitted action

Use the agreed system access to retrieve information, prepare a request, or complete an authorized step.

Record or transfer

Capture the outcome. Transfer with a summary when the agent cannot safely complete the task.

03 — VOICE DELIVERY EXPERIENCE

03 / 03

Voice agents delivered in healthcare.

We have delivered patient-reported outcome (PROM) voice agents for Wehealthify, alongside patient intake and healthcare interoperability work.

Discuss your call workflow

Healthcare professional with a stethoscope

Wehealthify, KSA / PROM voice agents

Voice agents for patient-reported outcome (PROM) workflows in Saudi Arabia: our most directly comparable voice project.

Patient-7 / Intake automation

Automated patient intake: the same structured information-gathering a voice agent performs on a call.

FHIR & HL7 / AI adapters

AI adapters for FHIR and HL7 interoperability: the integration layer healthcare voice workflows depend on.

SOFYRUS AGENT DELIVERY FRAMEWORK

Voice agents tested beyond a successful demo.

Agree acceptance criteria for task completion, incorrect actions, response delay, transfer quality, and cost per completed call. Test interruptions, ambiguous requests, silence, and system failures.

Scroll to follow the plan

Delivery phase

01 / Discover

Map one call type with its operational owner. Establish call volume, handling time, completion, and error baselines. Deliver a suitability recommendation.

Phase 1 of 6

Delivery phase

02 / Design

Document call rules, permitted data, escalation routes, and ownership. Confirm telephony and system access with IT before committing to the build.

Phase 2 of 6

Delivery phase

03 / Connect & Build

Implement one agreed channel, workflow, and integration scope. Begin with test data and demonstrate each allowed action.

Phase 3 of 6

Delivery phase

04 / Evaluate

Test routine calls, interruptions, silence, incomplete details, duplicate requests, out-of-scope questions, and system outages. Record pass/fail results against agreed thresholds.

Phase 4 of 6

Delivery phase

05 / Launch

Start with a bounded audience and named support owners. Confirm rollback, logging, and escalation procedures before production use.

Phase 5 of 6

Delivery phase

06 / Operate & Improve

Review completion, incorrect actions, handoff quality, staff time, and cost per completed call. Re-test changes before expanding scope.

Phase 6 of 6

Delivery phase

01 / Discover

Map one call type with its operational owner. Establish call volume, handling time, completion, and error baselines. Deliver a suitability recommendation.

Phase 1 of 6

Delivery phase

02 / Design

Document call rules, permitted data, escalation routes, and ownership. Confirm telephony and system access with IT before committing to the build.

Phase 2 of 6

Delivery phase

03 / Connect & Build

Implement one agreed channel, workflow, and integration scope. Begin with test data and demonstrate each allowed action.

Phase 3 of 6

Delivery phase

04 / Evaluate

Test routine calls, interruptions, silence, incomplete details, duplicate requests, out-of-scope questions, and system outages. Record pass/fail results against agreed thresholds.

Phase 4 of 6

Delivery phase

05 / Launch

Start with a bounded audience and named support owners. Confirm rollback, logging, and escalation procedures before production use.

Phase 5 of 6

Delivery phase

06 / Operate & Improve

Review completion, incorrect actions, handoff quality, staff time, and cost per completed call. Re-test changes before expanding scope.

Phase 6 of 6

RELEASE CRITERIA

Four practical questions guide the release decision.

Agree what “working” means before we build.

Measure

Incorrect actions

Evidence to review

Test unauthorized, duplicate, or unsupported actions against agreed acceptance thresholds.

Measure

Handoff quality

Evidence to review

Check that unresolved requests reach a person with the context needed to continue.

Measure

Completion and cost

Evidence to review

Compare eligible task completion, staff effort, and operating cost against the baseline.

Note

Targets are agreed with your team and checked against your current baseline during the pilot.

A CONCRETE WAY TO START

Choose the engagement that matches where your product is today.

Three steps from first call to live agent.

Most teams start with a Voice Workflow Assessment. You review the scope, dependencies, acceptance criteria, and proposal before committing to a pilot.

DEFINE THE OPPORTUNITY

Voice Workflow Assessment

A workflow map, integration dependencies, baseline plan, escalation design, and pilot brief. Written scope and deliverables Recommendation to proceed, revise, or stop

Request an assessment

TEST THE WORKFLOW

Single-Call-Type Pilot

One workflow and agreed channel, an approved test set, handoff design, evaluation report, and launch recommendation. Acceptance criteria agreed in advance Expansion scoped separately

Discuss a pilot

SUPPORT THE ROLLOUT

Voice Agent Operations

A monitoring plan, named incident owners, review cadence, and controlled change process. Ownership and reporting agreed in advance Changes evaluated before release

Discuss ongoing operations

Decide with evidence

Every stage ends with a written recommendation to proceed, revise, or stop.

Your team stays in control

Staff own exceptions, sensitive requests, and anything outside the agreed scope.

Prove one call type first

New call types, channels, or languages are scoped only after the pilot meets its criteria.

The first conversation is free and carries no commitment.

Paid engagement scope, fees, timelines, and responsibilities are agreed in a written proposal.

Assess Your Voice Workflow

INSIGHTS

Our perspective on voice AI

FAQs

Voice AI agent implementation questions.

Still have a specific question?

Tell us what you are planning and we’ll point you in the right direction.

ONE CALL TYPE. A WORKING AGENT.

Pick one call type your team repeats all day. We will show you the voice agent.

In 30 minutes we review the call flow, the systems it touches and the fastest path to a live pilot.

Review the Pilot Criteria Assess Your Voice Workflow