Direct Answer (TL;DR)
Yes. The Brilo AI voice agent supports open-ended conversation (free-form speech). When you enable open-ended mode, the Brilo AI voice agent accepts natural replies in outbound calls. It also uses speech-to-text transcription (speech-to-text), applies intent recognition (natural language understanding), and follows your configured goals and escalation rules to qualify, schedule callbacks, record voicemail, or transfer to a human.
Why This Question Comes Up
Operations teams want fewer rigid menus and more natural conversations. Leaders worry about accuracy, regulatory risk, and predictable handoffs when callers answer in their own words. Healthcare and financial teams especially ask whether the Brilo AI voice agent can handle outbound calls naturally while still honoring compliance boundaries, secure routing, and clear escalation paths.
How It Works
The Brilo AI voice agent capabilities use dialogue management driven by your agent goals. During a call the Brilo AI voice agent converts speech to text (transcription), runs intent recognition (natural language understanding), and maps results to actions you defined. You provide qualification questions and example utterances. Brilo AI's smart learning feature applies confidence thresholds (confidence threshold) and fallback rules to decide whether to continue, ask a clarification, schedule a callback, record voicemail, or initiate a human handoff.
Guardrails & Boundaries
Guardrails limit what the Brilo AI voice agent can do and when the Brilo AI voice agent must stop. Common guardrails are:
Confidence-based escalation: if the Brilo AI voice agent confidence falls below a threshold, escalate to a clarification prompt or transfer.
Restricted topics: do not capture regulated fields unless explicitly allowed. The Brilo AI voice agent can be configured to avoid collecting sensitive data.
Explicit human request: configure the Brilo AI voice agent to transfer immediately when the caller asks for a person (caller asks for human handoff).
Time and retry limits: set maximum response windows and number of clarification attempts before safe fallback.
Phonetic lexicon and accents: add pronunciations to reduce transcription errors for names and medical or financial terms.
Applied Examples
Lead qualification: The Brilo AI voice agent asks open qualification questions and captures answers verbatim. If intent matches “interested,” it schedules a callback.
Callback request: The Brilo AI voice agent recognizes “call me in two hours” and creates a callback event or confirms the requested time using time-parsing rules.
Voicemail collection: Outside business hours the Brilo AI voice agent records a message and stores the transcript for review.
Sensitive request: If a caller attempts to provide regulated healthcare or financial details, the Brilo AI voice agent follows a fallback that routes the caller to a trained human agent.
Human Handoff & Escalation
Human involvement is explicit in Brilo AI voice agent's inbound and outbound call flows. The Brilo AI voice agent can attach recent transcript snippets and captured context to reduce repetition when transferring. Escalation triggers include explicit caller request, repeated failed intent recognition, low-confidence classification, or a topic flagged as restricted. When configured, the Brilo AI voice agent performs a warm transfer or places the caller in a queue with a short summary for the human agent.
Setup Requirements
To enable open-ended conversation, provide the following for the Brilo AI voice agent:
Agent goals written in plain language and the desired call outcomes.
Example speech variations and negative examples for common phrasings and region-specific language.
Escalation rules and routing targets (teams, phone numbers, or queues).
Voicemail, callback, and business-hours behavior definitions.
Any domain term list or phonetic lexicon for names and technical words.
Test numbers and a QA plan for sample calls.
Business Outcomes
When configured correctly, the Brilo AI voice agent reduces caller friction and lowers average handle time for routine requests. The Brilo AI voice agent capabilities increase first-contact qualification, capture higher-quality context for human agents, and reduce abandonment caused by rigid menus. For regulated sectors like healthcare and banking, the Brilo AI voice agent also provides safe escalation and redirection to preserve compliance controls.
Next Step
If you are ready to enable open-ended outbound conversation for your Brilo AI call agent, start by completing your agent goals and example utterances, then run test calls and iterate using the QA checklist in the Brilo AI documentation. If you need assistance on account-specific limits or transcription retention, book a call with our team today.