A voice agent that explains your offer in the customer’s language
It calls when the customer asked for it, answers when they call, queries the CRM during the conversation and logs everything in the opportunity. This page explains what it does, what it never does, and why.
What is an AI voice agent?
An AI voice agent is a system that speaks on the phone the way a person would. Speech synthesis now reaches natural voices in dozens of languages, and on top of it you can build agents that hold a real-time voice conversation: they listen, understand, answer and can take actions while they talk.
What makes it suitable for a sales call isn’t only the voice. It is three things: latency (it answers at a person’s speed), tools (the agent can call our API mid-sentence to look something up) and built-in telephony: it connects to a Twilio number or your own SIP line without building anything in between.
What it does in LeadEnergIA
The agent is an optional module each channel switches on for its brand. It speaks with your brand’s name and voice, in the language on the customer’s record, always with the opportunity in front of it.
- Proposal follow-up. The customer received the offer and ticked “call me”. The agent calls, explains it and answers questions. With indexed tariffs this is where it pays most: the customer understands how the tariff works before signing.
- “Call me” button on your widget or portal. Consent is given at that moment, for that purpose, and is recorded.
- Pending documents. “Your ID is missing, I’m sending you the link by SMS.” The document is uploaded through the portal; it is never dictated over the phone.
- Inbound calls in the customer’s language: Spanish, Catalan, German, English and whichever your channel needs.
- Renewal notice to customers who gave permission for it.
How a call works
Someone asks for the call. The customer presses “call me” or calls in. If outbound, our system launches it —not the agent— and only if a valid consent for that purpose is on record.
The agent introduces itself with your brand and, in the first sentence, says it is an AI.
It queries the CRM while talking. Based on the conversation it asks our API for the offer, the contract status or the next step, and answers with that. It doesn’t receive the whole record: only what it may say.
It closes without closing. It explains, resolves and sends the portal or signing link. The customer signs on their own; the agent never contracts on their behalf.
It leaves a trail. Recording, transcript, duration and outcome stay in the opportunity. If the customer asks for a person, the call goes to the assigned rep.
What it sees and what it doesn’t
The agent reads the same data projection as the API and the messaging bot: which fields go out is declared, not which are hidden. A new field in the database doesn’t reach the agent until someone puts it there on purpose.
| Can read | Doesn’t exist for it |
|---|---|
| Name and form of address, language, preferred channel | Channel margin |
| The offer and the saving, broken down | Commissions, own or others’ |
| Stage, contract status and its reason | IBAN and payment data |
| What’s missing in the checklist and the link’s expiry | Other customers’ data |
What it never does, by design
- It doesn’t call without a request. Spanish Royal Decree 88/2026 forbids energy suppliers from calling households and SMEs to offer supply unless the consumer explicitly asked or calls in. A generic tick box doesn’t count. That is why the call button doesn’t exist without consent on record: it isn’t a rule we police, it is a function that isn’t there.
- It doesn’t hide that it is an AI. The EU AI Act (art. 50) requires disclosure at the start of the conversation.
- It doesn’t contract. It works the offer; the customer signs in the portal.
- It doesn’t take sensitive data by voice. ID, IBAN and documents go through the portal, never spoken.
- It doesn’t insist. Calling hours and retries have a fixed system maximum, under which each channel sets its own.
Data protection
The voice provider and the telephony carrier act as data processors, under a processing agreement and with the list of sub-processors disclosed to the channel. Recordings and transcripts have a defined retention period and live in the opportunity, not on anyone’s phone. EU data residency is contracted with the provider; it is one of the things closed before each channel’s first pilot.
What you need
- A phone number: your Twilio number, imported in one step, or your own SIP line if you already have one.
- The customer’s language on their record (the platform fills it in when the lead is captured).
- A place where the customer can ask for the call: the widget or portal button. We provide it; you decide where.
- A voice for your brand, chosen from the catalogue or created.
It is a separately priced module, billed per minute of conversation plus an optional fee. Concrete numbers are for the demo, with your portfolio’s volume.
FAQ
Can the agent call my portfolio to offer the switch?
No, and it isn’t our limitation: Spanish RD 88/2026 forbids it for suppliers and for anyone selling on their behalf. It can only call people who explicitly asked —“call me” button, request in the portal— or answer people who call in. Purchased lists and leads without specific consent to be called are out.
Which languages does it speak?
The language on the customer’s record: Spanish, Catalan, German, English and whichever your channel needs, among the dozens the voice engine covers. Each channel starts with its own and expands later.
Can I listen to the calls?
Yes. Every call is recorded and transcribed in the opportunity, with date, duration and outcome, and the recording is handed to the customer on request. Who in your team can listen is decided by the CRM roles.