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Voice AI Agents (EAP) Feedback

  • July 3, 2026
  • 3 replies
  • 58 views
Jason88

After testing the Voice AI Agent I had some feedback to share, please see below:

  1. Per the welcome message: “Agent: Hi. You're speaking with an AI assistant. This call may be transcribed by our phone service provider for quality and training purposes.”
    1. Is it possible to personalise this welcome message?
  2. After mentioning that “I’m unable to connect to our Sandbox”, the answer the Voice AI Agent provided felt like a speed run and it was difficult to follow. Example: “Agent    I'm sorry to hear that. Let me take a moment to look up some guidance on Sandbox connection issues. Please hold on. Thanks for your patience while I dig into this for you. It's important to double check your Sandbox network settings, your API key, and that you're using the right regional endpoint.”
    1. Is it possible to slow it down from when it responds with “Please hold on” followed by “Thanks for your patience while I dig into this for you.”
  3. After this last statement, “Agent: Alright. I'll get you over to a person who can help right away. Please hold.”.
    1. ​​​​​​​​​​​​​​Nothing happens and it seems the conversation ends there which leaves the caller unsure on next steps.

 

3 replies

Goki Product Manager
  1. Yes, you can change the texts for welcome message by going to AI Agents → Content → Use Cases → Welcome Reply → Select the language you want to configure → Edit Dialogue
  2. Have you tried different voices?? You can try different voices by going to Content → Identify → Language Specific Voices → Select one voice from a curated selection. This may change how the words are spoken.
  3. If I read it right, you are trying to escalate it to a human agent. If so, have you followed the steps outlined here? (https://support.zendesk.com/hc/en-us/articles/10169333291290-Creating-an-AI-agent-for-the-voice-channel-EAP See Call flow: Escalation to human agent)
    Jason88
    • Jason88
    • Author
    • Newcomer
    • July 13, 2026

    Thanks ​@Goki Product Manager , that helps!

     

    A couple of other questions:

    1. Why are 2 tickets created simultaneously?
    • Ticket #1: Call with Caller +1..
    • Ticket #2: Call with +1…
    1. How can I get the Voice AI agent to validate the customer as the first step before proceeding with any further actions?
    Goki Product Manager

    Hi @Jason88, glad the earlier tips helped! On your two questions:

    1. Why 2 tickets are being created per call

    This is expected if you're dialling from the agent workspace or call console, you're creating two legs: the outbound call you place (Call with +1…) and the inbound call the Voice AI agent answers (Call with Caller +1…). Each leg gets its own ticket.

    When a real customer dials your Talk number directly, there's only the inbound call, so you'll see one ticket per call. If you want to confirm, try calling the number from a normal phone and you should see a single ticket.

    2. Validating the caller as a first step

    Yes, you can do this at the start of your call flow. A few options depending on how strict you need to be:

    Caller number recognition: the agent can capture the incoming number (fromNumber) and look up an existing customer record, which is handy for known numbers.

    OTP: for higher-risk actions, send a one-time passcode via SMS or email and have the caller read it back. This is the most secure option. We will be adding a native SMS action in coming weeks, so it might be easier if you could wait in case this is your requirement.

    The main thing is to put this verification Procedure at the very beginning of your flow so it runs before anything else. There isn't a fully native, out-of-the-box auth flow for every scenario yet (stronger caller authentication is on our roadmap), so for now it's built from these pieces and tailored to your own business rules.

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