An AI voice agent can now answer the phone in Basque and Spanish naturally. What it can and cannot do, how it is tested and a real case at an installation company.
The new generation of voice agents has overcome the limitations of traditional phone systems. They are built on advanced language models and voice platforms such as Retell AI or VAPI. Today it is possible to deploy a voice agent that understands and replies in Basque naturally.
A keypad menu forces the caller to adapt to the machine. An AI voice agent listens to what the person says in their own words. Then it replies as someone on your team would.
Key capabilities
What it does
- Understands and replies in Basque naturally, without artificial accents.
- Switches language automatically if the person switches.
- Handles complex conversations, with context and memory of the call.
- Integrates with the CRM, the database and the calendar. This lets it take real actions, such as booking an appointment or logging a request.
- Transfers the call to a person when the query requires it.
What it does not do
- It does not improvise. If the answer is not in its information, it says so and transfers the call.
- It does not replace your team's judgement in emergencies, delicate complaints or decisions.
- It does not give diagnoses or medical, legal or tax advice.
Callers know at all times that they are talking to an automated assistant. The agent introduces itself as such at the start of the call.
Basque on the phone: the hard part
Speaking Basque on the phone is more demanding than writing it. Callers speak fast, with their own accent and dialect, and sometimes mix in Spanish words. They also give street names, dates and times that the agent has to understand first time.
The agent's voice matters too. It has to pronounce naturally and not sound like Spanish being read aloud. That is why we make test calls in Basque before opening the line, using each organisation's real questions. Anything that is not understood well is adjusted before publication.
How it is measured
After go-live we review the calls every month. We look at which queries the agent resolved and which it passed to a person. We also look for the phrases it did not understand. With that we improve its answers and its information.
The AISLAHOME case: Ana, voice agent
Lagunbot has developed a voice agent called Ana for AISLAHOME. It takes customer calls about installations, quotes and project follow-up. Ana is integrated with Vozelia and Twilio telephony. She handles calls outside working hours.
For an installation company, the value lies in not losing calls. In companies like this, an after-hours call usually follows these steps:
- The agent answers and asks what the person needs.
- It distinguishes whether it is an emergency or a query that can wait.
- It collects the details: name, address and reason for the call.
- If it is urgent, it alerts the on-call technician. If not, it logs the request for the next day.
- It confirms to the person what will happen and when they will be called back.
Sectors that benefit most
- Installation companies: after-hours service and emergency requests. More in AI for installation companies.
- Clinics: appointment confirmation and management by phone, connected to the diary. More in AI for clinics.
- Hotels: guest service at any hour, with requests passed on to reception. More in AI for hotels.
- Public institutions: citizen information by phone in Basque and Spanish. The lines are left free for the cases that need a person. More in chatbot for town councils.
In all of these sectors, the voice agent and the website chatbot can work together. That way the person gets the same answer through any channel.
Frequently asked questions
Do we have to change our phone number?
In general, no. Calls are diverted to the agent from your usual number, during the hours you decide. It can answer outside working hours, when lines are busy or all day. In the diagnostic we check how your phone system works and which option fits best.
What happens if the agent does not understand the caller?
It asks the person to repeat it in other words. If it still cannot understand, it transfers the call to someone on your team. If nobody is available, it takes the details and the reason and sends them to your team so the call can be returned. That way nobody is left without a response.
Can it work alongside the website chatbot?
Yes, the voice agent and the chatbot can use the same information. That way the answer is the same by phone, on the website or on WhatsApp. When an opening time or a service changes, it is updated just once. More about the written assistant in Basque-language chatbot.
If what you need is for someone on your team to serve the customer in Spanish while the customer speaks Basque, read simultaneous Basque interpreting with AI: a real-time interpreter between the two.
Shall we try an agent with your calls?
The full service is described in voice agents in Basque and Spanish. The step-by-step process is in how we work. If you want to see which calls an agent could handle in your organisation, write to us from the contact page.