Everyday calls.
Less everyday work.
AI VoiceAssist answers your clients' calls 24/7, handles routine requests and brings documented tickets into your PSA, your professional services automation system. Your team can put voice automation to work alongside the other channels your clients use, with your tone and workflows.
- Calls answered and tickets created
- 24/7
- Requests routed to your team
- < 3s
- Transcripts saved with call records
- 100%
ROOM FOR YOUR TEAM
More calls handled.
More room for clients.
Your clients bring requests through calls, email and chat, and your team needs the details to take them on. When a caller says "this is the CEO", your team still needs a consistent process for handling the request.
A consistent call process
Your tech has 30 seconds to respond; 80% of confirmed MSP breaches in 2024 started with a voice call from someone posing as a colleague.
- Consistent handling of client requests
- Clear routes for sensitive requests
- Recorded details for your team
After hours, in hand
Your agent separates routine requests from issues that need your team, keeping the context that voicemail-to-email loses, reported here as 30%.
- Routine requests handled after hours
- Clear routes for urgent issues
- Call details ready for handoff
The conversation, ready to read
Your team can read the transcript when "What did the caller say?" would otherwise lead to "I think they said…".
- Full transcripts of client calls
- Recording links in your tickets
- Searchable records for later review
Less work before the work
Triage takes 4× longer than it should when your team manually records and routes the same incident across four channels.
- Request categories from your PSA
- Ticket priorities and queue routing
- Call details captured for handoff
READY TO PUT TO WORK
Your service desk.
Your way of working.
AI VoiceAssist brings your clients, runbook, on-call schedule and tone into the way it handles each incoming call. Your team gets a ticket with the conversation attached, ready for the next step in your workflow.
Ready when clients call
Your agent answers in under one ring, 24/7, taking on overflow, holidays and gaps in your on-call coverage.
- Call coverage outside office hours
- Overflow support for busy teams
- Your greeting on every call
Routine requests, taken care of
Your agent handles password resets and appointment scheduling, giving your team more room for requests that need their attention.
- Password resets handled by voice
- Appointment scheduling during the call
- Documented tickets for routine requests
The right next step
Your agent listens, applies your PSA type and subtype, sets priority and status, and routes the request to your team in under 3 seconds.
- Request type and subtype matching your PSA
- Priority and status settings for incoming requests
- Queue routing and escalation paths
Your ticket, already documented
Your team gets the caller, request, summary, analysis, time entry, note-taking, recording and transcript in a structured ticket, replacing "I think they said."
- Caller details, type, subtype and priority
- Summary, analysis, time entry and notes
- Recording and transcript links, searchable for later review
A voice of your own
Your agent uses your name, tone and introduction, with your runbook, common issues and dispatch language behind the conversation.
- Your agent name and introduction
- Your tone throughout the conversation
- Your runbook and dispatch language
Call records in your PSA
Your team can search and export timestamped call records in your PSA, with the request, ticket reference, summary, analysis, time entry, notes, recording and transcript together.
- Timestamped records for every call
- Ticket references and conversation details
- Searchable records with export options
ONE REQUEST IN PRACTICE
A password reset.
Handled on the call.
Sarah Chen at Northwind Dental calls for a password reset, and AI VoiceAssist takes the request through to completion. The agent sends a branded reset link and closes the ticket, with each step recorded for your team.
- 1
Your client explains the request
Your agent recognises the password reset request from the first sentence and starts the workflow without a phone menu.
- 2
Your client approves the request
Your client receives an Authenticator push on their registered phone and approves it with a biometric check before the reset continues.
- 3
Your client gets the link
Your client receives a branded link by text, with a 24-hour expiry, multifactor authentication and access limited to the first read.
- 4
Your team gets the record
Your PSA ticket records the caller, approval, link creation, delivery and completed password reset, ready for your team to review or export.
- Resets handled for your clients
- 78%
- Time from call to completion
- 47s
- Approval before the reset continues
- 100%
- Your team's time per reset
- $0
Sarah Chen, Northwind Dental
+1 (415) 555-0118, incoming call
- Hear the requestIntent
"I need to reset my password." The agent detects the request and routes it to the reset workflow in 0.6s.
- Request approvalVerified
The caller approves an Authenticator push on iPhone in 2.1s, with a biometric check, a matching device and low risk recorded.
- Create the linkGenerated
A branded, single-use reset link has a 24h expiry and requires multifactor authentication: portal.bluewolf-it.com/r/9c2…
- Send the linkDelivered
A text from your branded sender reaches +1 (415) 555-0118, is opened in 14s, and the password is set.
- Ticket #5128, closed
- 47s from call to completion
- 0 tech touches
HOW IT COMES TOGETHER
From incoming call.
To documented ticket.
Your agent follows a five-step process, with a median time of 47 seconds from ring to ticket creation. Your team gets the full transcript and recording attached to the ticket, ready to pick up the work.
Take the incoming call
Your agent picks up in under one ring, 24/7, across your queues and overflow, so your client can explain the request.
Make your client welcome
Your agent uses your greeting and tone, recognises the client's number and keeps the conversation moving with sub-second latency.
Get the client's approval
Your agent matches the number and requests an Authenticator push, voice biometric or text code, with a median of 2.1s.
Route the client's request
Your agent applies your PSA type and subtype, sets priority and status, and chooses the queue or escalation path in under 3 seconds.
Record the whole conversation
Your agent adds the summary, analysis, time entry and notes, then attaches the recording and transcript with each step recorded.
Your calls covered.
Your workflow connected.
AI VoiceAssist uses your runbook and PSA to answer calls, handle requests and create documented tickets for your team. Compare the coverage, call records and cost alongside the other ways you handle your clients' incoming calls.
| Capability | Voicemail | IVR / phone tree | Answering service | AI VoiceAssist |
|---|---|---|---|---|
| Calls answered 24/7 | Caller leaves messagePartial | Routes to a queuePartial | YesHuman picks up | YesBranded agent, < 1 ring |
| Caller approval recorded | No | No | Caller-claimed onlyPartial | YesNumber + push + biometric |
| Tickets created in your PSA | NoManual transcription later | Tech enters itPartial | Service writes a notePartial | YesAuto, structured, routed |
| Full conversation transcript | NoAudio only | NoNone | Summary if you're luckyPartial | YesVerbatim, searchable |
| Timestamped call history | NoNone | NoRouting logs at best | NoNone | YesPSA, timestamped, per call |
| Your PSA categories and workflows | No | No | No | YesCategories, queues, on-call |
| Cost per call | $0 + lost SLAPartial | Hardware + maintenancePartial | No$3 to $8 per minute | YesCents per call, flat tier |
WHAT YOUR TEAM SEES
The call, recorded.
The details, within reach.
Call record, Ticket #5117, Northwind Dental
02:43 EDT, 14:22:08 UTC, CMMC / HIPAA / SOC 2
| 14:22:08 | 14:22:08Call answered, +1 (415) 555-0118 to Northwind IT mainThe agent answers in 0.8s with your branded greeting and the persona "Northwind IT". | The agent answers in 0.8s with your branded greeting and the persona "Northwind IT". | RING |
| 14:22:11 | 14:22:11Caller matched to Sarah Chen, chief financial officerThe number matches HaloPSA contact #2218, with the last confirmed contact check dated 2026-03-21. | The number matches HaloPSA contact #2218, with the last confirmed contact check dated 2026-03-21. | IDENTIFIED |
| 14:22:14 | 14:22:14Caller approval received through AuthenticatorThe registered device approves through MS Authenticator in 2.1s, with device hash 9f2…a47 recorded. | The registered device approves through MS Authenticator in 2.1s, with device hash 9f2…a47 recorded. | VERIFIED |
| 14:22:38 | 14:22:38M365 sign-in issue, priority P2, queue Productivity-L2The request is classified in 1.4s, with confidence 0.94 and model gpt-4o-2026-02 recorded. | The request is classified in 1.4s, with confidence 0.94 and model gpt-4o-2026-02 recorded. | TRIAGED |
| 14:23:01 | 14:23:01Ticket #5117 created in HaloPSA with transcript and recordingThe ticket goes to the level two queue, your client receives a text confirmation, and the call record is saved. | The ticket goes to the level two queue, your client receives a text confirmation, and the call record is saved. | LOGGED |
LET'S TALK AUTOMATION
Your next call.
See what's possible.
In a demo, we'll show a representative AI VoiceAssist configuration and walk through a sample request together. You'll see the transcript, ticket and call record in a sample PSA environment.
Walkthrough
See the agent at work
Your quote
“After-hours used to wake the on-call tech three times a night. With AI VoiceAssist running our overflow, that's down to one real escalation a week, and every other call is already in HaloPSA with a transcript when the team logs in.”
Tell us about your MSP.