Voice AI Glossary
Plain-language definitions of the terms used around AI phone assistants — written by the team building Sono.
AI receptionist
A voice AI agent that answers a business's calls 24/7 — greeting, answering, booking, and transferring with context.
Voice agent
An AI system that conducts complete phone conversations autonomously — inbound or outbound.
Conversational IVR
The replacement for press-1 menus: callers say what they need, the AI understands and acts.
Call routing
The rules that send each incoming call to the right person, team or AI agent, and what happens when nobody is free.