Voice AI Agent: it answers the calls, sensitive cases go to a person

A phone agent built on Twilio for telephony and OpenAI Realtime for the conversation. It answers in natural language, collects the information needed and transfers the call to an operator when the request falls outside the agreed rules.

Show us a process What the agent does

The first call, in practice

  1. You tell us about the calls you receive: most frequent reasons, hours, what callers need to know.
  2. We tell you whether a voice agent can take that work off your hands, or whether AI is not needed here.
  3. If it makes sense to go ahead, costs come in a written quote after the analysis.

30 minutes, free and without obligation. We reply within 24 working hours.

About us

Niuexa S.r.l. works with Italian SMEs one process at a time. First we measure how it works today: volumes, times, exceptions, who decides. Then we build the automation on the systems the company already uses, measure again and decide together whether to extend, correct or stop.

It was founded in 2026 by Gregor Maric, CEO, who has worked in process automation since 2012, and Roberto Botto, who leads Libera Brand Building Group. Niuexa is controlled by Libera, active in digital communication for more than 20 years, and is a member of AUSED, the association of Italian CIOs.

The method and the people

Our partners

  • Libera Group
  • Bebit
  • Automa
  • AUSED

Technologies we use

We choose them project by project. For the voice agent: Twilio for telephony, OpenAI Realtime for the conversation.

  • Microsoft
  • OpenAI
  • Google Gemini
  • Anthropic
  • CrewAI
  • ElevenLabs
  • LangChain

What the voice agent does

It answers the most frequent calls, collects the data needed and leaves anything outside the agreed rules to a person. We configure it on your customer service, not on a generic script.

  • Natural conversation

    Understands questions in the caller's own words, asks for clarification when needed and answers by voice, with no keypad menus. Answers are based on the information you authorise: opening hours, procedures, order status.

  • Several languages

    It can answer in Italian and in other languages the model supports. Which languages to enable, and at what quality, is tested on trial calls before going live.

  • Hours and volumes

    It can answer outside office hours and handle several calls at once. Hours covered, volumes and cases are agreed in the project and measured before and after.

The decisions that stay with a person

The agent proposes, the person decides. When a call requires changing customer data, such as an order, an appointment or a customer record, the agent prepares the change and a person confirms it before it enters the CRM or the ERP.

  • Transfer to an operator

    If the caller asks, if the request falls outside the rules or if the agent is not sure, the call goes to a person with a summary of what was said.

  • Tone of the conversation

    If the caller is unhappy or the conversation gets complicated, the agent flags it and transfers sooner instead of insisting.

  • CRM and phone system

    Connects to the CRM and phone system you already use when they offer an API or call forwarding. We check this in the analysis, before any quote.

What it costs

It depends on the scope: call reasons, volumes, hours covered, languages and integrations. We set it after the analysis, in a written quote, so you know in advance what is included.

The first 30-minute call is free and without obligation. To think about the budget before talking to any vendor you can use the AI Outcome Budget, a free worksheet (in Italian).

What we define together in the quote

  • Call reasons to cover, with expected volumes and hours
  • Authorised information: procedures, opening hours, order status
  • Escalation rules: when and to whom a call is transferred
  • Integration with your phone system and CRM
  • Languages to enable, tested on trial calls
  • Baseline and the criteria for judging the result

We measure first, then automate

We do not publish result percentages: they depend on your customer service. Before we start we agree the baseline with you; after the first period we measure again with the same criteria and decide together whether to extend, correct or stop.

  • Calls handled

    How many requests the agent closes without a transfer, by call reason.

  • Waiting time

    Seconds before the call is answered, at peak times and outside office hours.

  • Transfers

    How many calls go to an operator and why, so the rules can be corrected.

  • CRM records

    How many requests reach the CRM complete and correct.

The metrics are agreed in writing with the AI Metric Contract, a free worksheet (in Italian) you can also use with other vendors.

Show us the calls you receive

In 30 minutes, free and without obligation, we look together at the calls reaching your customer service and tell you whether a voice agent can lighten the work. If AI is not needed, we tell you.

  • First 30-minute call, free and without obligation
  • Reply within 24 working hours
  • Costs in a written quote, after the analysis

Book the first call

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