AI workers

Voice AI That Does Not Just Talk. It Finishes the Job.

The calling channel of Finmile AI workers

A Finmile AI worker places the call and takes the call. It understands the answer, looks things up in your systems while the conversation is still happening, takes the next permitted action, and carries on by email, WhatsApp or message if that is what closes the case. The call is one channel of the work, not a service of its own.

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finmile - call activity

OutboundDriver quiet for 12 minutes. Worker calls to confirm status. held at a stop, plan updated.

During the callCustomer asks what happens now. Worker checks the job and answers on the line. answered from the system.

ActionNext attempt agreed inside the authority set for this case. booked and recorded.

Follow-upConfirmation sent on WhatsApp, case held open until it is done. resolved.

What actually happens on the call

A Finmile AI worker does not read a script at someone. It arrives at the call already knowing the case, and it leaves the call having changed something.

It knows why it is calling

The objective, the case and the history are in hand before it dials. The person on the other end is not asked to explain what Finmile could have looked up.

It looks things up mid-conversation

A question it cannot answer from the case is answered from your systems while the person is still on the line, rather than promised in a follow-up that never comes.

It acts on the answer

The permitted next action is taken during or straight after the call. What was agreed on the phone is what is recorded in the system.

It follows up on another channel

A confirmation by message, the detail by email, the record in the system of record. The call is one part of the case, not the whole of it.

Outbound and inbound

It makes the call

When the operation needs an answer, the worker calls for it: the driver who has gone quiet, the customer whose delivery has failed, the carrier who has to agree a recovery, the manager who has to make the decision. It calls when the condition appears, not when somebody notices it.

It takes the call

An inbound call is answered, the case identified, and whatever can be resolved inside the worker's authority is resolved on the spot. Anything beyond that goes to a person who receives the conversation already understood, not a ticket to start from scratch.

Evidence

Every call is part of the record

The conversation, the decision, the reason for it and the resulting action are recorded in the same case as the system updates, the emails and the messages.

A call is evidence, not a gap in the audit trail between two system events. When someone asks later what was agreed and why, the answer is in one place.

Authority on the phone

A worker on a call is bound by the same permissions as a worker in a system. What it may offer, commit to, spend and change is set in advance, and anything outside that goes to a person with the conversation already understood.

Judgement, vulnerability and relationship risk are reasons to involve a person, and the worker is configured to treat them that way. It cannot give itself permission it was not given, on the phone any more than anywhere else.

See how governance works →

Voice is one channel of the work

The same worker uses email and shared inboxes, WhatsApp, SMS, your own app through the Finmile SDK, and the systems themselves. Voice is what it reaches for when a call is the thing that gets the result.

The workers behind the call

What a worker is, what it can reach and who stays in control.

See AI workers →

Where they run

Across the systems you already have with Finmile Autonomy, or inside the operation Finmile OS runs.

Explore Finmile OS →

FAQs

Voice AI FAQs

What is Voice AI at Finmile?

Voice is a channel a Finmile AI worker uses, not a product of its own. The worker places outbound calls and answers inbound ones as part of an operational case: it understands the response, asks follow-up questions, retrieves information from your systems during the conversation and takes the next permitted action. The call is recorded as part of the same case as the system updates, emails and messages.

Does Voice AI replace my team?

No. The worker makes the calls your team would never have time to make, and people keep the decisions that need judgement. Anything involving authority, uncertainty, vulnerability or relationship risk is escalated to a person, who picks up the conversation already understood rather than starting from a ticket.

What can a worker do on a call?

It can confirm what is happening, answer questions using live information from your systems, agree a next step within the authority it has been given, update the systems of record and arrange the follow-up. Where a call is not the right channel to finish on, it continues by email, WhatsApp or SMS without losing the objective or the context.

Can it take incoming calls as well as make them?

Yes. A worker can handle inbound calls as well as outbound ones. It identifies the case, resolves what falls inside its authority and hands over to a person when it should, with the conversation and the investigation already attached to the case.

Are the calls recorded and auditable?

Yes. Who was called, when, why, what was agreed and what action followed are recorded against the case the call belongs to, alongside the system updates and messages. Recording and retention are built to work within UK data protection requirements.

How is this different from a robocall?

A robocall plays the same recorded message to a list. A Finmile AI worker holds a conversation about one specific case, knows its history, listens to the reply, looks things up while the person is on the line and acts on the answer. It calls when there is an operational reason to, and it escalates to a person when the call needs one.

Give your AI workforce a phone

See Finmile Voice AI place the right call at the right moment - driver check-ins, customer ETAs, failed-delivery follow-ups and more.

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