A missed call is often a lost enquiry. During a meeting, a break or after 6 pm, nobody picks up, and the caller goes elsewhere. An AI voice agent answers on your behalf, 24 hours a day, 7 days a week. It understands the request, books an appointment in your calendar and passes sensitive cases on to your team.
LYL Software Sàrl designs and configures voice agents for SMEs in French-speaking Switzerland: practices, brokerage firms, real estate agencies, fiduciaries and shops.
What the voice agent does
- Answers at any time: day, night, weekends and public holidays.
- Books appointments directly in your calendar, according to your availability and your rules (duration, type of appointment, staff member concerned).
- Reschedules or cancels an existing appointment at the caller's request.
- Speaks several languages: French, German, English and other languages depending on your clientele.
- Answers frequently asked questions: opening hours, address, documents to bring, procedures.
- Transfers to a person when the request requires it or the caller asks.
- Summarises each call and sends it to you by e-mail or into your tracking tool.
Transparency and data protection
A voice agent handles conversations and personal data. We apply clear rules:
- the agent introduces itself as a virtual assistant at the start of the call;
- it announces that the conversation is recorded before continuing;
- the information collected is limited to what is useful for handling the request;
- data is hosted in Switzerland whenever possible, and retention periods are defined with you.
These rules fall within the framework of the nFADP (new Swiss Federal Act on Data Protection), in force since 1 September 2023. For a medical practice, we put additional precautions in place: the agent does not ask medical questions and directs emergencies to the right numbers.
How we work
- Analysis of your calls: common reasons for calling, peak times, recurring questions.
- Writing the script: what the agent says, what it asks, when it transfers.
- Connection to your calendar and tools, through our data integration service.
- Testing with your team, on simulated real calls, in each planned language.
- Gradual roll-out: first outside opening hours, then as back-up during the day if you wish.
- Adjustments based on the call summaries.
You stay in control: you can change the answers, opening hours or transfer rules at any time. To understand the technology, read our article on how an AI voice agent works.
Use cases
- A medical practice that frees its front desk from calls to book and reschedule appointments.
- An insurance and brokerage firm that calls back people who asked for advice, with their consent.
- A real estate agency that arranges property viewings, even in the evening.
- A fiduciary that handles the surge of calls during tax return season.
- A shop that answers questions about opening hours, stock or orders.
The voice agent is part of our artificial intelligence and automation solutions. Our article on automating appointment booking presents other complementary options.
Frequently asked questions
Do callers know they are talking to an AI and that the call is recorded?
Yes. The agent introduces itself as a virtual assistant and announces the recording at the start of the call. Transparency is a condition of trust and a data protection requirement.
What happens if the agent cannot answer?
It transfers the call to someone in your team or, outside opening hours, takes a message and sends you a summary. You define in advance the situations that require a person.
In which languages can the voice agent answer?
The agent can answer in French, German, English and other languages. It detects the caller's language or offers a choice at the start of the conversation.