[ CUSTOMER_OPERATIONS ]
Real-Time Voice Agent
What it is
A spoken conversation with an AI that can take actions mid-call.
[ THE_PROBLEM ]
Why this existed
Phone handling is expensive, and most of the volume is the same handful of qualifying questions. Text chatbots do not help, because the customer already picked up the phone.
[ WHAT_WE_BUILT ]
What we built
A low-latency voice pipeline over a real-time transport, with a connection endpoint and a server-side action layer so the agent can do something during the call rather than only talk.
- Low-latency bidirectional voice over a real-time transport
- Server-side action layer so the agent can act during the call
- Session connection endpoint for call setup
[ HOW_IT_IS_USED ]
How a company uses it
Front-line qualification, appointment booking or first-line support handled by voice, with escalation to a human when the caller asks for one.
Built with
[ COMMON_QUESTIONS ]
Questions clients ask
How natural does it sound?
Good enough that callers complete straightforward tasks without frustration, and not good enough to pass as human on a complex call — which is why we would always build in a clear route to a person. Latency matters more than voice quality for perceived naturalness.
Can it book appointments or update records?
Yes — that is the point of the server-side action layer. An agent that can only talk is a recording. The value is in completing the task while the caller is still on the line.
What happens when it cannot handle the call?
It should escalate, and the escalation path should be designed before the happy path. The failure mode that damages a brand is a caller trapped in a loop with no way to reach a human.
[ RELATED_WORK ]
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