What would it mean if your contact center never experienced another abandoned call? Every call it misses today is a call your competitor might answer instead. A voicemail left after hours, a caller stuck in a long queue, a simple question that ties up an agent who could be doing something higher-value instead. It adds up fast, and most contact centers feel it without ever putting a number on it.
That’s the problem Xima’s new AI Voice Bot is built to solve, and it’s the newest member of a growing AI lineup already working inside your contact center.
What the AI Voice Bot Actually Does
The AI Voice Bot answers inbound calls around the clock and handles them the way a well-trained agent would. It shares the same conversational foundation as Xima’s Messaging Bot, so it holds a natural, LLM-based conversation while staying disciplined about what it will and won’t say. It doesn’t guess. If it doesn’t know the answer, it says so and gets the caller to someone who does.
A few things it can do on its own:
- Answer from your knowledge base. Feed it your FAQs, policies, and documentation, and it answers common questions accurately and consistently, the same way it would in a chat conversation.
- Turn spreadsheets into lookup tables. Upload a CSV or XLSX file to turn a static spreadsheet into a lightweight, structured database, mapping multi-layered reference data such as pairing clinic locations with specific doctors and accepted insurance. It gives the bot instant access to structured business rules without requiring complex backend integrations. All uploaded data stays encrypted, isolated to your tenant, and accessible only through your system.
- Route with native contact center intelligence. Unlike third-party bots that require complex off-switch transfers and extra phone numbers, the Voice Bot lives directly inside your contact center platform. It operates with full context of your queues, agent skills, and routing rules, enabling instant transfers to the right team on the first try, without costly telephony detours or broken routing paths.
- Hand off cleanly. When a call does need a person, the receiving agent gets a summary of the conversation, the details already collected, and the full transcript if they want to scroll back through it. Nobody has to ask the caller to repeat themselves.
Answer First, or Answer Second
Not every business wants to lead with a bot, and the AI Voice Bot doesn’t force that choice. You configure it to offer a live agent first, and your callers decide in the moment whether to keep waiting or switch to the bot if the queue is running long. The conversation stays on your terms and theirs.
Built Into Your Contact Center, Not Bolted On
Here’s what sets it apart from most voice bots on the market: it isn’t a third-party tool sitting next to your phone system. It’s an agent inside your contact center, which means it can see real queue depth and agent availability the same way your team can. It can tell a caller an accurate wait time or offer to hold their spot in line instead of dropping them into a busy queue. And every call it handles shows up in the same reporting you already use for human agents. No second dashboard, no second vendor, no gap between what the bot did and what you can actually see.
Part of a Bigger AI Story
The AI Voice Bot doesn’t stand alone. It’s built to work alongside the AI tools already doing real work inside Xima’s platform:
- Messaging Bot. The Voice Bot is built on the same bot builder and the same underlying conversational engine as Xima’s Messaging Bot. If you’ve already configured a Messaging Bot, adding voice means extending a bot you’ve already built, not starting over. Knowledge base content, guardrails, and skill routing carry over.
- AutoQA. If your team already uses AutoQA to review every call instead of a small manual sample, you already know what it looks like when Xima’s AI lives inside your contact center rather than beside it. The Voice Bot follows the same principle, and you can build QA evaluations to monitor the bot’s own performance the same way you monitor your human agents.
- AI Insights. AI Insights doesn’t just log your Voice Bot’s calls. It actively audits them to drive continuous improvement. By analyzing bot conversations for sentiment, drop-offs, and friction points, it detects emerging trends, flags failure patterns, and delivers recommendations, such as updating a specific knowledge base article or refining a tool workflow, so the bot gets more effective over time.
Together, these products are building toward something bigger than any one feature: a contact center where every conversation, whether it’s handled by a bot or a human, on a call or in a chat, adds to a single, connected picture of what your customers need.
See It In Action
The best way to understand what this looks like on a real call is to watch it happen. Watch the demo to see the AI Voice Bot handle a call end to end and get a clear look at how it fits alongside AutoQA, AI Insights, and Messaging Bot in your AI Contact Center.
