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# The AI Voice Agent

Your screening calls are made by CONFIRM's AI voice agent. It calls candidates on behalf of your company, asks your job's screening questions, answers candidates' questions, and handles calls when candidates phone back. This page covers how the agent presents itself and what you control.

## How the agent introduces itself

On an outbound call, the agent:

1. Says it's calling from your company about the candidate's application, names the job, and checks it's speaking with the candidate.
2. Introduces itself by name as an AI assistant on a recorded line.
3. Explains that the call takes about three minutes and that the candidate can ask about your company at any time.
4. Asks whether now is a good time to start.

The agent is always open about being an AI. If a candidate asks whether they're talking to a real person, it says it's a virtual assistant.

Calls are in English.

## What it says and doesn't say

* **Questions are asked word for word**, as written in the job's [screening questions](/jobs/screening-questions).
* **Answers come from your knowledge base.** When a candidate asks about the role or your company, the agent answers only from the documents and company profile you've added. If it doesn't have an answer, it says so and tells the candidate your team has the recording.
* **Pay comes from the job.** The agent quotes the job's posted pay range. If the job has none, it explains that pay depends on several factors.
* **No decisions.** The agent never tells a candidate they passed or failed, never promises an interview, and never confirms a hire. It says your team will be in touch about next steps.

## Voicemail

If a call goes to voicemail, the agent leaves a short, fixed message. It greets the candidate by first name, says who it is, which company it's calling from, and which job it's about, and asks them to call the number back to finish their application. Voicemail never changes the candidate's status. See [How Screening Works](/screening/how-screening-works#missed-calls-voicemail-and-hang-ups) for what happens next.

## What you can change

| What                                    | Where                                                                              | Notes                                                                                                                                                                                                                                               |
| --------------------------------------- | ---------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| How your company name is pronounced     | **Settings → Knowledge Base → Company name pronunciation**                         | Spell your company name the way it should sound, for example "Co-Vee-zhun". It applies to every job and saves when you click away. Leave it blank if the name is said as spelled. There's no audio preview; listen to a call recording to check it. |
| What the agent knows about your company | **Settings → Knowledge Base** (see [Job Knowledge Base](/jobs/job-knowledge-base)) | Upload company-wide documents, such as a benefits handbook or company overview, under **Company-wide Sources**. Job-specific documents go on each job.                                                                                              |
| How the agent names the job             | The job's **Details** section, **Spoken title**                                    | A shorter, easier-to-say title for calls. Leave it blank to use the full job title.                                                                                                                                                                 |
| The questions the agent asks            | The job's screening questions                                                      | See [Screening Questions](/jobs/screening-questions).                                                                                                                                                                                               |

Admins, recruiters, and hiring managers can edit the knowledge base and pronunciation. Viewers can see them but not change them.

## What your CONFIRM team sets up

The agent's name and voice are set up by CONFIRM, as are your calling hours and the phone number candidates see. To change any of these, contact your CONFIRM account team.

## Related pages

* [How Screening Works](/screening/how-screening-works): the full call lifecycle.
* [Inbound Calls](/screening/inbound-calls): what the agent does when candidates call back.
* [Job Knowledge Base](/jobs/job-knowledge-base): documents for a single job.