Why our voice agents identify themselves as AI
Clear introductions help callers understand who is handling their enquiry. Here is how Terramine Desk identifies its AI agents and keeps commercial decisions with your team.
Callers should know when they are speaking with an AI assistant. Terramine Desk identifies the agent at the start of the call and explains that the conversation is recorded.
The first sentence
The configured opening identifies the AI assistant and explains recording and processing. When reception and its disclosure hold are enabled, the notice plays before caller audio reaches speech recognition. Verify the carrier’s recording configuration separately.
Our product policy is to identify the AI assistant to every caller. Your organisation should confirm the disclosure, consent and recording requirements that apply to its operations before enabling a line.
Keep the introduction clear and useful
A concise introduction lets the caller understand the service and continue with their enquiry. The agent then focuses on the machine, part reference, quantity and requested delivery date, while the team confirms commercial terms in writing.
Information kept out of voice responses
- A price, a cost or a supplier's name: tool results that mention them are withheld from the agent.
- A guaranteed transfer to a human: current reception routing is between AI personas, with requests retained for team follow-up.
- A promise your team has not made: quotations follow in writing, from a person.
Outbound contact controls
The server checks company and contact do-not-call settings before each dial. Terramine Desk supports callbacks, quotation follow-ups and existing customer communications. These controls do not replace your organisation’s responsibility to confirm consent, permitted contact times and other applicable outreach requirements.
What your team can always do
- Read every call as it happens, and end it if need be.
- Send the agent guidance during the conversation.
- End any call from Terramine Desk, including one that is still ringing.
A clear introduction sets the right expectations for the conversation. During a pilot, listen to how the notice sounds on an actual phone line. Check that the company name, AI identity and recording information are understandable in each configured language. Include a caller who asks to speak with a person, and review the handover with your team before expanding the rollout.
How the notice sounds
The notice is short on purpose: the company's name, that the caller is speaking with an AI assistant, that the call is recorded and processed, and that staying on the line means they agree. The configured reception notice is edited in Admin. Verify its wording and language for your line. Then the agent gets on with the call: the machine, the part number, when they need it and where it goes. Requests for a person remain available for your team to follow up; this does not establish a live human-transfer feature.
The systems: TERRA-101 CALL, TERRA-104 RECEPTION, TERRA-110 LOOKUP and TERRA-408 DNC.
Does the AI agent say it is an AI?
The configured introduction identifies the AI and gives a recording notice. Verify it for each enabled call workflow.
Does the product notice replace our own compliance review?
No. Terramine Desk provides an AI introduction and recording notice, but your organisation must confirm the requirements for its jurisdictions, customers and intended use.
Can it make cold calls?
It can call any list you are entitled to contact, but it is built for warm calls and checks do-not-call before every dial.
TERRA-101 · CALLTERRA-104 · RECEPTIONTERRA-110 · LOOKUPTERRA-408 · DNC