Notes
Can an AI voice agent replace an IVR?
An AI voice agent can replace an IVR phone menu, and it can resolve the routine calls behind that menu. Lab378 voice agents run on the phone lines you already have, finish common requests, and hand a complex call to a person with the context already collected. The change is phased, so you are not betting the whole phone system on day one.
You keep the phone lines you have
Lab378 voice agents run on the lines already in place. There is no requirement to buy a new phone system before the first call type moves over.
Migration happens one call type at a time, starting with the routine requests that already follow a known path: bookings, order status, account changes.
Voice is one channel, not the whole system
Voice, SMS, email, and web chat share one memory. A customer can call, get a text confirmation, and reply by email later without starting the story again.
That memory sits on the Workflow Intelligence Repository, the same record used by sales and operations systems Lab378 builds.