> ## Documentation Index > Fetch the complete documentation index at: https://docs.skypoint.ai/llms.txt > Use this file to discover all available pages before exploring further. # skyVoice skyVoice ## Overview skyVoice is a human-like AI that manages inbound and outbound calls instantly. It delivers verticalized, PHI-aware voice automation with built-in IVR menus, intelligent call routing, lead capture, and CRM integration — reducing hold times and manual phone work while keeping humans in the loop for complex cases. ## What It Does Voice AI agent that answers and places calls for common workflows: intake and screening, insurance verification, appointment reminders, referrals, billing questions, and basic triage. Each agent supports configurable intake questionnaires tailored to your workflows, with customizable voice selection so different departments can have distinct AI personalities. Configurable touch-tone (DTMF) phone menus and AI-powered virtual receptionist agents that detect a caller's reason for calling and route them to the right department — no hold time and no human operator needed. Supports multi-level routing alongside conversational AI routing for a natural caller experience. Callers can also be routed directly to a preferred representative at the greeting, bypassing queues entirely. Automatically creates leads from intake calls and syncs them to your CRM — including Salesforce, HubSpot, and Dazos. Includes customizable lead status pipelines, rep and territory assignment, and bulk CSV import. Every lead entry includes a validated caller phone number with standardized normalization across all forms — placeholder or contact-less entries are blocked at the source, keeping CRM data clean and follow-up reliable. Launch AI-powered outbound calling campaigns with uploaded contact lists, flexible scheduling, and automatic retry logic. Pre-load caller context so the AI agent picks up where a previous conversation left off — no repeated questions, just personalized follow-up at scale. Escalates to human staff via warm transfer with full context — the AI patches the caller through while staying connected as a silent listener, so nothing is lost in the handoff. If a human patch handoff fails, the caller is routed to voicemail instead of being silently disconnected. After-hours calls are handled with customizable voicemail and overflow actions are honored immediately, and crisis situations are detected in real time and immediately routed to the 988 Suicide & Crisis Lifeline. Connected to unified data in the Skypoint platform for real-time information access during calls, including insurance eligibility verification, patient records, and appointment data. The AI agent pulls and validates information on the fly to resolve calls faster. Handles intent detection, data lookups (e.g., coverage, appointment data), and workflows (e.g., capturing pre-visit details) without a human operator. ## Why It's Needed in the Market Call centers and front offices in provider groups, health systems, and senior living communities struggle with: * High call volume overwhelming staff * Staffing shortages affecting service levels * Inconsistent caller experiences * Missed after-hours calls and lost leads * Lack of marketing attribution for phone calls Generic call bots don't understand healthcare context (MRNs, payer rules, care plans). **skyVoice delivers verticalized, PHI-aware voice automation**, reducing hold times and manual phone work while keeping humans in the loop for complex cases. ## Key Metrics It Moves Reduced wait times and dropped calls. AI agents answer instantly with no hold queues, handling routine calls end-to-end and freeing staff for complex cases. Higher rates via data-aware, AI-driven interactions. Real-time access to patient data, insurance eligibility, and appointment information means more issues resolved on the first call. Fewer manual calls per staff member. AI handles intake, screening, routing, and follow-up — letting your team focus on cases that need a human touch. Smoother phone experiences improving CSAT/NPS scores. Callers get immediate answers, consistent service, and seamless handoffs when they need a real person. Automated lead capture and CRM sync ensure no caller falls through the cracks. Every intake call becomes a tracked lead with rep assignment and follow-up workflows. Dynamic number insertion links web campaigns to phone calls for closed-loop attribution. Track which channels drive calls and measure true campaign ROI across digital and voice.