Direct Answer (TL;DR)
The Brilo AI voice agent uses a combination of the Agent prompt (high-level goals and instructions), conversation context (what the caller said so far), configured Custom actions (call transfer, voicemail, callbacks), and runtime signals such as intent confidence (confidence score) to choose the next utterance or action. This DecisionLogic balances the best dialog state, configured behavior settings (greeting, tone, patience), and fallback rules so the AI phone call agent follows your business goals while staying safe.
Why This Question Comes Up (problem context)
Contact centers and front-desk teams need predictable behavior from the Brilo AI voice agent. Buyers ask this question when they see unexpected transfers, repetitive questions, or off-topic responses. Teams also need to document how the Brilo AI voice agent makes decisions for audit, training, and compliance. Understanding DecisionLogic helps tune the agent for lead qualification, support triage, or receptionist workflows.
How It Works (High-Level)
When a call arrives, the Brilo AI voice agent captures audio, derives the conversation context (dialog state), and evaluates intent recognition (intent detection). The AI phone call agent then consults the Agent prompt (prompt engineering) and the agent’s decision rules to choose one of the best outcomes: speak a response, ask a clarifying question, invoke a Custom action (transfer, voicemail, send email), or follow a fallback. Runtime signals such as intent confidence (confidence threshold) and configured patience determine whether the Brilo AI voice agent repeats, clarifies, or escalates. The DecisionLogic is rule-driven and prompt-guided rather than purely random.
Guardrails & Boundaries
Guardrails define what the best AI phone call agent may and may not do. Typical guardrails include:
Confidence-based escalation: if intent confidence (confidence score) is below threshold, the Brilo AI voice agent follows fallback rules.
Topic restrictions: the Agent prompt (instructions) can mark topics as restricted so the Brilo AI voice agent refuses or routes sensitive requests.
Deterministic decision points: explicit checks in the Agent prompt for high-priority events prevent guessing.
No guessing rule: the Brilo AI voice agent should not invent facts when required details are missing.
These guardrails are configured in the Brilo AI console and apply at runtime to the DecisionLogic.
Applied Examples
Lead qualification: the Brilo AI voice agent asks a fixed list of qualification questions defined in the Agent prompt and triggers a Custom action to transfer when answers meet “qualified” criteria.
Billing support: the Brilo AI voice agent follows a billing script in the Agent prompt, uses clarifying questions when confidence is low, and creates a support ticket via a configured automation action.
Receptionist flow: the Brilo AI voice agent greets callers, checks caller identity, and uses a phone book for transfers so the DecisionLogic selects the correct destination automatically.
Brilo AI supports warm transfer so the Brilo AI voice agent can pass a short summary and recent transcript snippets to the human agent before connecting.
Human Handoff & Escalation
Human handoff is an explicit outcome in the Brilo AI DecisionLogic. The Brilo AI voice agent can transfer on caller request (caller asks for agent), on low confidence, or when a Custom action trigger fires. Warm transfer behavior passes context to reduce repetition. Handoff criteria live in the Agent prompt and in Custom actions. The Brilo AI voice agent includes the collected fields and a brief summary in the handoff payload when configured.
Setup Requirements
To control DecisionLogic you must provide:
A clear Agent prompt with goal statements and deterministic checks (prompt engineering).
A list of expected questions and approved answers or knowledge base content.
Custom actions and trigger conditions such as transfer rules, voicemail behavior, and auto-callback.
Phone book entries or routing destinations if the Brilo AI voice agent should decide whom to transfer.
Test phone numbers and permission to access call recordings and conversation logs.
Business Outcomes
When DecisionLogic is well configured the Brilo AI voice agent delivers:
More consistent first-contact handling because the same Agent prompt and decision rules apply to each call.
Fewer unnecessary escalations when confidence thresholds and qualification checks are tuned.
Faster human resolution because warm transfers include context and summaries.
Clear audit trails in call recordings and logs that show decision points and invoked Custom actions.
Next Step
Review Brilo AI's product use cases and run guided tests to align DecisionLogic with your goals. It is best to start with one common call flow, define deterministic checks in the AI phone agent prompt, and run live test calls to inspect transcripts and handoffs. For guided assistance, book a call with our team today.