We built a multilingual production-grade Voice AI agent integrated with telephony (Twilio), for handling in-bound calls, and enabling real-time, human-like conversations using speech-to-text and text-to-speech models.
Meet our client
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Client’s Challenge
High operational costs from outsourced Tier 1 support handling repetitive issues (e.g., connectivity resets, billing issues and network outages), combined with slow resolution times and fragmented knowledge across manuals, playbooks, and call logs.
Our Solution
We built a multilingual production-grade Voice AI agent integrated with telephony (Twilio), for handling in-bound calls, and enabling real-time, human-like conversations using speech-to-text and text-to-speech models. The system combines on-prem, fully compliant LLMs (Mistral) to ensure data privacy, used for intent recognition with structured, playbook-based decision trees to guide users through multi-step troubleshooting flows. It includes conversation management, context-aware, automated escalation to human agents, and monitoring.
Client’s Benefits
Reduced reliance on third-party call centers lowered costs by 30% while automating high-volume issues improved resolution speed, enabling scalable support for thousands of concurrent calls and delivering a 24/7, natural voice-based customer experience.
