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AI 语音智能体集成让您的智能体能够在通话过程中调取客户记录，并基于真实上下文进行回答。借助这些信息，智能体解决查询的速度比脚本化聊天机器人或固定电话树等传统支持方式快最多 10 倍 。

现代 对话式 AI 它通过在对话过程中消除阅读与更新账户详情之间的摩擦来实现这一点。它免除了工作流程中的手动数据录入，同时全天候提供个性化回答。

AI 智能体 还可以在您现有的技术栈中触发工作流自动化，以处理记录工单或更新联系人详情等事项。 运营负责人部署这些自动化工作流，以维持高服务水平，同时显著降低每次解决的成本。

本指南介绍如何将 AI 语音智能体 连接到您的核心软件，并为您的技术栈选择合适的集成。

摘要

  • 客户支持 团队使用语音智能体来加快解决速度，并消除通话过程中的手动数据录入。
  • 对话式 AI 工作流在连接到服务台软件后会自动创建工单并记录通话历史。
  • 自定义 webhook 工具会在通话中记录更新，而通话后 webhook 会在通话结束后触发工作流自动化，以消除手动记录更新。
  • 语音智能体 需要系统访问权限来验证来电者的账户详情，并针对客户查询提供个性化回复。
  • 集成服务管理软件可使自动化工具在互联系统中解决内部 IT 请求。

为什么 CRM 和服务台集成对 AI 语音智能体至关重要

如果客户支持团队选择限制对客户记录的访问，最终结果是 AI 模型只能回答一般性问题。 这并不比向客户背诵网站上的常见问题解答更有帮助，也无法充分发挥对话式 AI 的全部能力。

成功的语音智能体集成需要数据 双向 流动：

  1. 读取数据：智能体在通话中读取数据，使其能够从客户记录中实时获取上下文。它们利用这一点来验证来电者身份，并给出针对具体客户的回复。 
  2. 写入数据：智能体将结果写回您的数据库，从而记录每张工单的解决方式和该工单的状态。

部署 ElevenAgents 跨两个集成方向，将实时电话对话直接连接到核心软件。 这一设置充分释放对话式 AI 系统的全部能力，使其能够通过下文讨论的两大主要优势来优化您的工作流程。

Diagram showing voice agents read CRM records mid-call and write ticket outcomes automatically.

更有帮助的回复

模型擅长回答有关如何设置服务的问题，甚至能排查一些常见问题。 然而，当被问及客户账户相关的问题时，例如账单应付金额或退款状态，没有系统访问权限的模型就会出错。 

借助实时上下文，智能体可以使用实际的记录系统来个性化回复、确认账户特定细节，并在无需升级至人工的情况下解决问题。 

减少客户摩擦

众所周知，客户讨厌不必要的转接，也讨厌不得不向一个全新的人重新解释自己的问题。事实上，福布斯发现， 76% 的客户 不再回到某家公司，是因为他们觉得公司用长时间等待、多次转接以及向客服人员重复问题等状况浪费了他们的时间。

能力强的 AI 模型能够保留上下文，但人工坐席可能需要一些时间来查看所有信息并作出回应。因此，减少对人工升级的依赖也能降低客户产生不满的风险。

将语音智能体连接到 Salesforce

将 ElevenAgents 连接到 Salesforce CRM，可让你的对话式 AI 系统在实时通话中读取和写入 CRM 数据。 这种实时访问减少了手动查找信息的需求，并让您的客服团队掌握所需的完整上下文。

通话中的 CRM 功能

当 连接到 Salesforce, 对话式 AI 通过以下功能减少重复性工作并提升客户体验：

  • 搜索记录：通过运行简单的 SOQL 查找联系人、潜在客户、客户和销售机会等信息
  • 检索详细信息：通过调取完整的记录详情来验证来电者身份，从而筛选潜在客户，并根据其需求和账户详情提供量身定制的答复
  • 创建记录：在 CRM 内生成新的潜在客户、创建联系人和开启销售机会

跟进功能

当您开启 Salesforce 案例评论触发器后，坐席人员可以响应新的更新，并直接向客户发送电子邮件回复。 这种实时自动化消除了人工坐席手动发送跟进邮件的需要，更避免了更糟糕的情况： 即来电客户只有在回电或重新登录支持平台后，才发现自己的案例有了更新。

有关设置此连接的更多详细信息，请阅读我们的 ElevenAgents Salesforce 集成页面.

将语音智能体连接到 HubSpot

将 ElevenAgents 连接到 HubSpot 可获得与 Salesforce 类似的能力。您的对话式 AI 智能体 可以在与客户交谈的通话过程中直接采取行动，并处理工单和工作流自动化。

通话中的 CRM 功能

当 连接到 HubSpot后，您的智能体可以在与客户通话期间处理以下任务：

  • 搜索联系人：与 Salesforce 类似，它可以使用电子邮件地址或电话号码查找现有联系人信息和交易。
  • 获取历史记录：智能体使用联系人 ID 从系统中调取之前的交互日志，并分析更新和备注，以便准确回答问题。
  • 更新记录：智能体可以修改联系人和组织详情、更新记录，并创建新的销售交易。

跟进功能

与 HubSpot 集成的智能体还会在通话期间或通话后创建跟进工单，并查看与客户的先前互动记录。这些步骤实现了营销和销售工作流的自动化，并维护准确的记录。

如需了解有关如何设置此集成的更多详细信息，请阅读 ElevenAgents HubSpot 集成页面.

将语音智能体连接到帮助台平台（Zendesk、Freshdesk、Intercom）

将您的语音系统与 Zendesk、Intercom 和 Freshdesk 等平台集成，可将电话通话转化为更新的支持工单和记录的通话历史。 CRM 平台侧重于销售和营销，而帮助台工具则解决用户问题。两者都优先考虑客户体验，但帮助台工具将目标从转化转变为问题解决。

虽然存在一些重叠，但每个平台也提供独特的语音智能体集成能力。 

Zendesk 独特地支持处理传入评论中的文件附件并执行批量工单操作。同时， Intercom 的突出之处在于允许智能体直接管理对话生命周期，同时还能将触发器限定到特定的团队收件箱 ID。最后，目前只有 Freshdesk 连接可通过 webhook 自动完成后台规则设置，无需手动管理员配置。Intercom 和 Zendesk 则需要为此手动设置触发规则。

以下是它们重叠的领域：

  • 来电者识别：ElevenAgents 将来电者与联系人文件匹配，并查找现有的支持请求。
  • 通话中搜索：AI 智能体搜索过往支持工单、对话和账户交互记录，以便在通话期间获取来电者的完整背景信息。
  • 转录记录：智能体记录转录内容以实现完全透明，这样人工和 AI 智能体在跟进升级问题时都能掌握完整背景。
  • 自动创建工单：对话式 AI 模型创建支持工单，并附上详细评论，说明问题及为解决问题所采取的措施。
  • 自动关闭工单：智能体在解决问题后更新工单状态并关闭支持线程。
  • 更新：智能体更新工单优先级，并自动应用标签以便分类。
  • 事件驱动触发器：Webhook 触发器使对话式 AI 能够自动响应新工单或客户回复。
Seven shared help desk capabilities plus unique Zendesk, Intercom, and Freshdesk features.

将语音智能体连接到 ServiceNow 和 Jira Cloud

将 ElevenAgents 连接到 ServiceNow 和 Jira Cloud 等 ITSM 平台，重点从客户体验转向内部 IT 和工程支持。 与面向客户的帮助台不同，这些平台处理来自员工、承包商、供应商和其他利益相关者的服务请求。 对话式 AI 智能体处理的典型问题包括系统中断、缺陷报告和访问权限配置。 

这两个平台都将专用的语音智能体集成直接连接到您的技术运营，但它们的工作方式存在一些差异。

ServiceNow

智能体 已连接到 ServiceNow 在实时通话中搜索内部知识库文章，以便在创建新工单之前解决问题。 当问题需要升级时，语音智能体会创建新事件、设置优先级，并将工单路由到特定的内部任务组。 它在完成这些任务的同时记录工作笔记，以实现完全透明。

Jira Cloud

智能体 已连接到 Jira Cloud 不会搜索知识库文章。相反，此连接负责问题管理、工单创建、状态转换以及关联相关问题。 智能体通过在搜索工具中使用与来电者标识符匹配的标签参数来定位未结或待处理的工单。 Agents also move tickets through established workflow transitions during the call and post progress comments.

Can a voice agent update CRM records during a call?

Voice agents update CRM records in real time while speaking with callers. ElevenAgents connects directly to your database and allows automated systems to handle tasks like creating contacts and logging activities during the call. These activities maintain accurate records for your customer support team while eliminating manual and tedious work.

Your voice system relies on two main methods to accomplish this in-call support feature:

  1. Native integrations: Built-in connectors link your voice system directly to CRM platforms used by your team, such as Salesforce or HubSpot. The agent then uses standard tools to search records and take actions.
  2. Custom webhook tools: Webhook connectors make it possible to connect with any proprietary CRM with full customization options. The agent triggers your custom API endpoints mid-conversation to search records and take actions.

Additionally, after the call ends, you can use post-call webhooks to automatically send a full summary, transcript, or call status to your CRM.

Voice agents update CRM records during calls, then send summaries via post-call webhook.

How to connect tools to your AI voice agent

ElevenAgents reaches your CRM or help desk through direct integrations with external tools. 

Here are the five steps that take an agent from setup to production-ready with integrations:

  1. Authenticate: Open your agents settings, go through the Workspace Auth Connections section, and click Add Auth. Choose either OAuth2 Client Credentials, OAuth2 JWT, Basic Auth, or Bearer Tokens.
  2. Select the tool type: Use a webhook tool to trigger external APIs, a client tool to trigger actions in your frontend application, or a code tool to run custom JavaScript or ElevenLabs infrastructure. 
  3. Map fields and parameters: Define the tool’s name, description, and the parameters the agent needs to extract from the conversation. For a webhook tool, map your authentication connection or secrets to the request headers and configure the request body schema to make sure the agent formats the payload correctly.
  4. Test a call: Use the testing console in the ElevenLabs dashboard to talk to your agent. Ask a question that requires the tool, such as the status of an order, and verify that the agent runs the tool and speaks the correct answer back.
  5. Go live: Deploy the agent to production by connecting it to a phone number or embedding the web widget in your application.
Five steps to connect tools to a voice agent: authenticate, configure, test, and launch.

How to choose the right AI voice agent integrations for your stack

Identify a “north star” to aim for when automating phone conversations. Common options include reducing customer wait times, providing 24/7 availability, and improving customer satisfaction (CSAT) scores. Once you’ve identified the main goal, choose a platform that matches your team’s primary system of record:

  • CRM for sales and account context: Choose a CRM integration when your main goal is to nurture customer relationships and offer personalized 24/7 customer support. Connecting to platforms like Salesforce or HubSpot provides real-time access to contact records, lead histories, and sales pipeline deals.
  • Help desks for ticket-first support: Choose a help desk connector if your team needs automation for ticket management to remove bottlenecks and allow workers to focus on more complex tasks. Integrating with platforms like Freshdesk and Intercom connects phone calls directly to ticketing lifecycles.
  • ITSM tools for internal IT support: Choose an IT service management connector when your main goal is to improve internal processes, especially for onboarding or change management. Connecting agents to platforms like Jira Cloud and ServiceNow resolves internal requests faster to optimize workflows and boost productivity.

If your tech stack includes custom or proprietary databases, use custom webhook tools to connect ElevenAgents to these external endpoints. 

Integration options compare CRM, help desk, and ITSM connectors, with custom API support.

Example of an AI voice agent integration in action: Handling a refund call

When linked to different tools and external systems, AI agents have a wealth of technical capabilities and knowledge to pull from. These build to give customers a smooth, high-quality experience when they call in.

Here’s an example of how integrations work together on a single call:

  1. A customer calls to ask about a refund. 
  2. The agent searches the CRM or help desk for the caller's record and confirms identity with a detail from it. 
  3. The agent reads the refund status from the account or ticket and tells the customer. 
  4. If the refund needs action, the agent creates or updates a ticket with a comment describing the issue and what was done. 
  5. After the call, a post-call webhook sends the transcript and summary to your CRM.
Refund call flow: identify caller, read status, update ticket, send webhook, escalate lookup failures.

Get started with ElevenAgents

Connecting your agents to core databases during live phone calls reduces friction for users, customers, and employees. It gives conversational AI models the full context they need to provide helpful answers and resolve issues with fewer escalations to your team. Our developers have created built-in connectors to simplify the process of integrating voice agents, but custom API and webhooks expand your options and provide greater flexibility. Check out our tools documentation to set up your custom webhooks and endpoints.

Learn more about our supported integrations at the ElevenAgents platform or sign up to get started today.

FAQ

ElevenLabs provides several prebuilt, native integrations for major platforms like Jira Cloud, ServiceNow, Zendesk, Intercom, and Freshdesk. Connectors for these platforms are plug-and-play. They require no additional or custom coding, and setup takes minutes using standard authentication tokens or OAuth credentials. Organizations using custom or in-house software need developers to build custom webhook tools to connect external API endpoints to voice agents. This build process requires triggering API endpoints rather than rebuilding backend infrastructure.

ElevenAgents automatically generate help desk tickets, and some integrations allow full lifecycle management. Teams configure agents to do this mid-conversation or after a call ends, based on their workflow and optimization needs. Agents collect caller information, verify urgency, and open formatted tickets in your portal.

This article singles out the top customer relationship management platforms on the market, but ElevenLabs supports native integrations with several other CRMs. As of October 2026, other CRM tools with built-in support include:

Meanwhile, ElevenLabs provides native help desk integrations for Zendesk, ServiceNow, and Jira Cloud.

Plan for the cases where the integration cannot answer. Tell the agent in its prompt what to say when a record is missing or a lookup fails, and give it a clear path to a human instead of letting it guess. Klarna's voice agent, for example, hands over to human agents when it detects complexity or sensitivity, after gathering the context the person will need. Logging the transcript to the ticket gives the human agent the same context the AI agent had.

ElevenAgents conversational AI has native integrations for Salesforce and Zendesk, along with several other leading CRMs and help desk platforms. For any other systems, you can use webhook tools to connect your agent to your own API endpoints. 

ElevenLabs renewed its SOC 2 Type II, ISO/IEC 27001:2022, ISO 27701:2019, ISO/IEC 42001:2023, ISO 27017, ISO 27018, and PCI DSS Level 1 Service Provider certifications, and added FedRAMP 20x Class A. Zero Retention Mode is available for sensitive data, and enterprise customers can use HIPAA-eligible configurations with Zero Retention Mode and a signed BAA. Data residency options cover the United States, the European Union, and India. 

Read the certification announcement and the compliance page for the full list, the Enterprise page for deployment options, and the Safety page for how ElevenLabs guards against misuse of its tools.

Written by

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Jack Limebear

Growth Marketing

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Jack Limebear is on the Growth team, acting as a content writer and strategist across the blog and insights pages. Before ElevenLabs, he spent over a decade leading content strategy for organizations ranging from fast-growing SaaS startups to Fortune 500 companies. He holds a Master's degree in English Literature from the University of Cambridge.

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