AI Auto Attendant —
conversational inbound call handling
MCC AI Auto Attendant handles inbound calls using conversational AI. Callers speak naturally rather than pressing keys — the AI understands their intent and either responds directly or routes them to the right team.
Three different call-handling approaches
Understanding how AI Auto Attendant fits within the MCC product range.
Auto Attendant
Rule-based automated answering. Plays a greeting and routes callers to configured destinations via keypad input or time-of-day rules. No AI.
See Auto Attendant →AI Auto Attendant This page
Conversational AI inbound call handling. Callers speak naturally; the AI understands intent and routes or responds without requiring menu presses.
AI Agents
Broader automated AI across voice and chat. Handles multi-turn conversations, task completion, and integrations across inbound and outbound interactions.
See AI Agents →Callers speak — AI handles the rest
When a call arrives, the AI Auto Attendant answers automatically and invites the caller to describe what they need. Rather than pressing 1, 2, or 3, callers say things like "I want to check my account" or "I need to speak to someone about billing."
The AI identifies the caller's intent and routes them to the appropriate team or responds directly when the query can be handled without a live agent. If the AI cannot resolve the query or the caller asks for a human, the call is transferred to a live agent — together with context about the conversation so far.
- Conversational intent recognition — no keypad menus required
- Routes to the right team based on what the caller says
- Seamless transfer to a live agent with conversation context
- Answers calls when no agent is available
Billing
Agent
Core capabilities of AI Auto Attendant
Contact MCC to confirm the exact capabilities available in your configuration.
Conversational call handling
Callers speak naturally. The AI listens, identifies intent from what they say, and routes or responds without requiring keypad input.
Conversational AI vs menu IVR →Intent-based routing
Routes calls based on what the caller says — directing billing questions to the billing team, support queries to the support team, and so on.
See Call Routing →Live agent escalation
When the AI cannot handle a query or the caller requests a human, the call transfers to a live agent with conversation context passed along.
Out-of-hours availability
The AI handles inbound calls when agents are not available — answering, routing, or capturing messages outside of business hours.
Message capture
When a call cannot be routed or resolved, the AI can capture a message from the caller for follow-up by the appropriate team.
AI Contact Center integration
AI Auto Attendant is part of the MCC AI stack. For AI-assisted agents, post-call summaries, and sentiment analysis, see AI Contact Center.
See AI Contact Center →Frequently Asked Questions
Common questions about MCC AI Auto Attendant.
See AI Auto Attendant in action
Talk to the MCC team to understand how conversational AI call handling fits your business and what capabilities are available on your plan.