Mio Ai Voice

Mio Ai Voice

Introduction

Mio Ai Voice is an education-first voice automation solution deeply integrated within Meritto CRM to transform student engagement. It automates human-like, two-way conversations across the entire enrollment lifecycle, from qualifying fresh leads to reactivating cold prospects. By leveraging real-time data synchronization, it ensures every interaction is personalized and immediately logged back into the CRM, eliminating manual data entry errors. This tool empowers admissions teams to handle overwhelming inquiry volumes and provide consistent, 24/7 support without increasing headcount, ensuring no high-intent prospect is ever lost due to bandwidth limitations.

Use Cases

  1. Fresh Lead Qualification: The "Lead Qualification Agent" automatically calls new inquiries immediately, capturing interest levels, eligibility details, and intent through natural conversations.
  2. Dormant Lead Reactivation: The "Lead Reactivation Agent" engages cold or dropped leads with contextual follow-ups based on history to identify renewed interest and move them back into the active pipeline.
  3. Peak Volume Management: Handles massive spikes in inquiries during admission seasons by running concurrent calls (5-100 lines), eliminating the bottlenecks and delays common with human calling teams.
  4. After-Hours Engagement: Manages interactions outside standard working hours (evenings and weekends), ensuring students receive instant responses when human counselors are unavailable.

Advantages

  1. Deep Meritto CRM Integration: Unlike standalone tools, it offers real-time, two-way synchronization where call outcomes, recordings, and student intent are instantly updated in the CRM without manual effort.
  2. Intelligent Multilingual Support: The AI automatically detects the student's language preference during the conversation and switches fluently (e.g., English to Hindi) to improve engagement and comfort.
  3. Unmatched Consistency: Delivers a standardized, high-quality pitch to every prospect regardless of the time of day, eliminating the fatigue, mood variations, and skill gaps found in human teams.
  4. Actionable Data Hygiene: Can be used to automatically update specific CRM fields (e.g., "Lead Stage") based on the conversation, preventing data decay caused by human agents forgetting to log details.
  5. Cost & Scale Efficiency: Reduces the reliance on large calling teams by handling high volumes with a "Single Credit System," allowing institutions to scale outreach without adding headcount.

Initiating the Campaign

  1. Navigate to Lead Manager.
  2. In the Lead Manager, firstly, filter out those specific leads for whom you want to run the campaign with Mio Ai Voice Agent.
  3. After the leads have been filtered, click and select all the Leads in Bulk.
  4. Next, click on the three dot Bulk Action button (beside the Upload option on the upper right side of the screen) and select the option “Mio Ai Voice”.
  5. A popup modal from the right viewport of the screen opens up.
  6. In this, there are some information provided which are discussed below:
    1. At the top you can see a milestone showing Agent > Test Call > Deploy. This means, select the Agent first, do a Test call (optional) and then run the campaign at the final step.



    2. The popup also shows the number of Lead records that have been selected as per the Bulk Selection.
    3. It shows the Approximate METS that will be consumed for the campaign and the available allocated METS for Mio Ai Voice.
    4. The Approximate Cost is a cost calculation based on past call history. The actual cost will be calculated after the call is completed, and the corresponding amount will be deducted or reversed in METS. By default, 1 minute of cost will be deducted when data is pushed, and the final cost will be adjusted after the call completion. FOr Example - Avg Call Duration: 3 Minutes, Rate: 0.1 METS per minute, Selected Records: 10 Leads. Hence, Approx. Cost: 3 mins * 0.1 METS * 10 records = 3 METS
  7. Next, select the Agent that has been configured under Mio Ai Voice in the Mio Ai Panel from the dropdown.
  8. Next, if you want to make a test call to a single test number before initiating the Bulk Campaign, then you can enter a test number and click on Make a Test Call and test the Agent. Note - Test Call will consume METs. Test Call is an optional step



  9. Next, in Step 3, enter the Campaign Name that you want to deploy for the Calling Agent and also select the Campaign type.
  10. Then, finally, click on “Start Campaign” button.
  11. A confirmation popup comes up that asks the user whether they want to send those Lead records for the Mio Calling Campaign. Click on Yes to confirm your choice and initiate the campaign.
  12. The Campaign will be successfully initiated.

Tracking Campaign Performance

  1. To track your Mio Ai Voice Campaign performance, kindly navigate to Communication Performance by typing Performance in the search bar of the side Menu Bar.
  2. In this, a separate Job ID for your Mio Ai Voice Campaign will be created and can be distinguished by the Calling icon next to the Job ID. You can also track the Target Audience (Number of Leads) to whom the Campaign was deployed for.



  3. Next, you can look at the details of the Campaign and click on the Job ID to open the Campaign Report.



  4. At the top, you have several Cards along with a tabular Report regarding the Campaign. Below is the details:
    1. Total Calls: Represents the total number of leads pushed to the calling queue for this campaign.
    2. Pending: Indicates that the call has been initiated or queued but not yet completed (it has not reached a final state like Answered or Failed).
    3. Failed: Calls have failed due to system or any issues
    4. Busy: Calls resulted in a "line busy" signal.
    5. Answered: Number of Leads that answered the Call
    6. Not Answered: Number of calls that have not been answered
    7. Avg Duration: This shows the Average Duration of the Calls in the entire Campaign
    8. Total Cost: This shows a deduction of METS
  5. Below these cards lies the Tabular report that will list all the leads to whom the Campaign was deployed for in a tabular format (Paginated results).
  6. Users can study this report and look at the key metrics to track whether their Campaign is successful or Not.

Field Update, Transcript and Summary in Lead Manager

  1. This is a feature in Mio Ai Voice, whereby, if a Lead tells some details about their own like Name, Course Details, Sentiment Capture and Lead Intent based on the Call, then such values can automatically be captured by Agent.
  2. To capture such specific values, one needs to mention those extractable parameters in the prompt and train the Agent so as to be able to auto-capture the details.
  3. Apart from this, Meritto automatically captures the Call Transcript as well as the Summary Note of each and every Call that happens with the Agent and the Lead.
  4. To view the same, navigate to the Lead Manager.
  5. Select any lead which is an Answered Ai Agent call and click on it.
  6. In the Timeline section, you will find the Activity Details like as follows:
    1. <Counsellor Name> has initiated an Mio AI Call Campaign: to Applicant on ********** at 11-24-2025 11:14:49 AM.
    2. This is the activity that states that a counsellor has deployed this lead in the Mio Ai Voice Campaign
    3. Applicant had a conversation for 154 seconds on 2025-11-24 at 05:41:41 AM with Mio AI. View Transcript
    4. This is the Activity that comes up where the User can hear the entire recording of the call between the Agent and the Lead as well view the Transcript by clicking on the “View Transcript” button.


    1. Mio AI added Note: <SUMMARY DETAILS>



      This refers to the Call Summary that was automatically updated as a Note by the Mio Agent in the Meritto CRM.



  1. For looking at the information that has been extracted from the Agent Call with the lead, you need to ensure that separate AI fields have been created in the Lead Fields section for the same.
  2. The fields must be appropriately configured and the field keys should be kept and configured in the Agent’s Prompt in the vendor panel so as to help extract and Push the data in the webhook and have the values get updated against the specific Lead fields in the Lead Manager in Meritto. 



  3. Do note that the Webhook for Meritto needs to be configured on the Vendor Panel and should be tested to ensure that the pingback data is being received from the vendor panel to Meritto CRM.

Field Extraction and Update:

  1. By Default we provide three fields - AI - Lead Qualification Status, AI - Call Sentiment Score and AI - CallbackRequest.
  2. The Lead Qualification Status helps to measure whether the lead or the user is qualified or has shown strong intent towards the college and admission programs. The Agent takes into account various factors like Admission Intent, Questions asked by Lead regarding admission to Agent, Responsiveness towards questions asked by Agent and the willingness of the lead to take admission or interest towards college or programs.
  3. The Call Sentiment Score is a scale from 1-5 that will measure whether the conversation between the lead and the AI Agent was a positive intent conversation, Neutral or a Negative Intent conversation. If the Lead is happy, responsive and is excited to know more about the college and the program, the score will range from 4 to 5. IF the lead is frustrated, angry, irritated or clearly shows an intent that they are not interested towards admission or program or college,then the score will range between 1 or 2. For a neutral conversation where the lead is still not decided or does not ask a lot of questions, the score will be neutral or 3.
  4. The Callback request is a field that is utilised to determine whether the user has requested a follow-up call from the counsellor for further discussion. If the user specifies that they are busy and want to talk later or say that whether they can receive a callback from a counsellor for any further information, then in that case, the AI Agent will update the field in the CRM for AI - Callback Request as “Yes”.
  5. For all the other fields, the User needs to specify the same and the variables will then have to be updated in the prompt for training.
Inbound Calling:
  1. Mio AI Voice now has the capability to handle both Inbound and Outbound Calling facilities.
  2. For this, the User has to talk with their respective Account managers to avail the facility to configure Inbound Calling services on the existing Agent or create a new Agent.
  3. For Inbound Calling, a specific CLI or DID Number provided by the Meritto team will be configured and used for calling purposes.

Mio AI Voice Dashboard – What It Is and How to Use It

The Mio AI Voice Dashboard helps you understand how your AI voice agent is performing on calls. It gives you a clear view of how many calls are being made or received, how many are getting connected, how long conversations are lasting, and how active your agents are.

This page is divided into two tabs:
  1. Outbound – Calls made by Mio AI to your leads.
  2. Inbound – Calls received by Mio AI from your users.
Each tab helps you track performance separately so you can clearly see how your AI is working in both directions.

What You Can Understand from the Dashboard

1. Call Count (Dialed / Incoming)
  1. Outbound Tab – Dialed: Shows how many calls the AI tried to make.
  2. Inbound Tab – Incoming: Shows how many calls were received.
This helps you understand call volume.
If this number is high, it means your AI is actively handling calls.

2. Connected Calls
This shows how many calls were successfully connected.
For outbound calls, it tells you how many people actually answered.
For inbound calls, it shows how many incoming calls were successfully handled.
A higher connection percentage means your AI is reaching more users successfully.

3. Average Call Duration
This shows the average length of conversations.
If the duration is longer, it usually means the conversation was meaningful.
If it is very short, users may be disconnecting early or not engaging.
This helps you understand conversation quality.

4. Active Agents
This shows how many AI voice agents were active during the selected time period.
If this shows zero, it means no agent handled calls during that time.

5. Call Volume Trend (Graph)
The line chart shows call activity over time.
You can see:
  1. Daily call attempts
  2. Daily successful connections
  3. Growth or drop in call activity
This helps you identify:
  1. Which days had higher engagement
  2. Whether your campaigns are performing well
  3. Trends in user response
6. Agent Performance
This section compares:
  1. Total calls handled by each AI agent
  2. How many of those were connected
It helps you:
  1. Compare different AI agents
  2. Understand which agent is performing better
  3. Monitor efficiency

Date Range & Filters

At the top right, you can:
  1. Change the date range (for example: Last 30 Days)
  2. Filter by specific agents
This allows you to analyze performance for:
  1. A specific campaign period
  2. A particular AI agent
  3. A shorter or longer time window

Why This Dashboard Is Important

The Mio AI Voice Dashboard helps you:
  1. Track calling performance in one place
  2. Understand user response rate
  3. Monitor conversation quality
  4. Improve campaign effectiveness
  5. Take data-based decisions
Instead of guessing whether your AI voice system is working well, this dashboard gives you clear numbers and trends.

In Simple Words

Think of this dashboard as a report card for your Mio AI Voice Agent.
It tells you:
  1. How much it called
  2. How many people answered
  3. How long they talked
  4. Whether it is active
  5. And how performance is changing over time
By regularly reviewing this page, you can ensure your AI voice calling is running smoothly and delivering results.

Notes
Notes:
  1. The CPS or Cost per Call is configured per minute.
  2. For every Agent, there will be two language packs available which can be any designated language. The default language is English.
  3. To capture the Sentiment score of the call between the Agent and the Lead, edit the Agent prompt to capture sentiment and a Lead field needs to be created in Meritto which needs to be described in the prompt. Each of the param keys mentioned in prompt will be used to extract values from the call and send them under the designated lead field keys in the webhook pingback.





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