AI Voice Agent Development: Real-Time Calls that Contain, Resolve, and Hand Off Cleanly.
Built for contact centers that need faster resolution without adding headcount. We design production voice agents that listen, think, and speak in real time—combining low-latency speech recognition, retrieval-augmented generation (RAG), and safe tool actions. Unlike generic IVR trees, our agents understand intent, execute workflows (refunds, lookups, reschedules), and escalate with complete context when a human is best.
Benefits
- Higher containment → lower queue pressure — Voice agents resolve repetitive intents end-to-end (status checks, password resets, eligibility/entitlement, simple changes), reducing agent-handled volume during peaks.
- Shorter handle time → better CX — Live call summaries, next-best actions, and pre-filled notes trim minutes from each interaction and cut after-call work.
- Consistent policy adherence — Agents follow your SOPs with deterministic tool calls and approvals for sensitive steps (credits, data updates), reducing variance and rework.
- Sub-second “barge-in” responsiveness — Streaming STT/TTS and incremental reasoning minimize awkward gaps so callers feel natural, not “IVR’d”.
- Omnichannel handoff — Seamless transfer to human agents in Salesforce, ServiceNow, or Amazon Connect with transcript, entities, and recent tool actions attached.
- Governed & observable — Role-based access, redaction, audit trails, and full traces of retrievals and tool calls for compliance and continuous improvement.
How It Works
- Assess
We run a 360° discovery to pick 3–5 high-leverage voice intents and align on success metrics (containment, AHT, CSAT, transfer rate). We map your telephony (SIP/CCaaS), identity flows (ID&V, account lookup), backend systems (CRM/ITSM/ERP/order management), and knowledge sources (help center, SOPs, policy PDFs). We also review regulatory constraints (call recording consent, TCPA, PCI scope), data residency, and what must route to humans. Output: a pilot plan with KPI targets, guardrails, and a go/no-go gate. - Implement
We stand up a real-time voice stack tuned for conversational latency, “barge-in”, and tool use:- Streaming STT + TTS — Low-latency speech recognition with partial hypotheses and incremental synthesis so the agent can speak while thinking. We configure interruptibility and segmenting to keep the dialogue brisk.
- RAG over curated sources — Your latest policies, SOPs, and knowledge articles are chunked with metadata and searched via hybrid (keyword + vector) retrieval and re-ranking. The agent cites sources and respects freshness windows.
- Tool connectors — Typed, schema-validated actions to your systems (e.g., “lookup_order”, “update_address”, “schedule_visit”). Sensitive calls require higher confidence or explicit human approval. All action payloads and results are logged.
- Telephony & CCaaS integration — We integrate with Amazon Connect, Genesys Cloud, Twilio, or your SIP carrier. Transfers preserve conversation state, entities, and recent actions so human agents can continue without repetition.
- Safety & governance — Role-based access, data redaction before model calls, allow/deny tool lists, consent prompts, and configurable retention to align with PCI/PII expectations.
- Observability — Full traces for retrievals, tool calls, and model decisions; dashboards for containment, abandonment, latency, and escalation reasons; golden-set evaluations for faithfulness and action correctness.
We pilot in a limited entry point (e.g., a specific IVR menu or campaign line). Your team hears every win and miss via dashboards and call samples, while we tune prompts, policies, and thresholds week by week.
- Optimize
With KPIs trending up, we expand intent coverage and harden controls. We A/B test prompts and confirmation flows, tune thresholds for when to escalate, and update redaction/approval rules as scope grows. We also refine latency budget across STT, reasoning, TTS, and telephony paths to maintain natural turn-taking. Releases are versioned (prompts, playbooks, schemas) with rollback and change notes.
Case Snapshot
Anonymized example: A consumer services contact center launched voice agents for “order status,” “appointment reschedule,” and “address update.” In 6 weeks they achieved meaningful call containment on these intents and reduced average handle time on assisted transfers thanks to live summaries and pre-filled notes. Agent coaching time dropped because transcripts were structured with entities and suggested next steps.
Public benchmarks & patterns: Modern CCaaS platforms and cloud providers document significant self-service gains and real-time assistance for agents when voice automation is paired with knowledge and tool actions—useful goalposts when setting pilot targets.
Risk Reversal
Start with a 4-week pilot; continue only if KPIs are met. Day-0 baseline, day-14 mid-check, day-28 readout. If we miss jointly agreed targets (containment, AHT, CSAT, transfer quality), stop without a long-term commitment. This keeps the program focused on measured outcomes rather than “demo-ware”.
FAQ
Which telephony & CCaaS platforms do you support?
Amazon Connect, Genesys Cloud, and Twilio/SIP are common. We preserve context across transfers so a human sees the transcript, entities, and tool actions in your CRM/ITSM. Real-time agent assist (summaries, recommendations) is also available for hybrid flows where a human remains in the loop.
How do you keep latency low and “barge-in” natural?
We budget latency by stage (STT → reasoning → TTS), stream partial recognition, and synthesize audio incrementally so callers can interrupt naturally. We monitor one-way delay and tune packetization, jitter buffers, and TTS chunk size to maintain conversational feel.
Can the agent take real actions safely?
Yes—through typed tools with strict schemas and policy checks. Sensitive steps (refunds, personal-data updates) require higher confidence or human approval. Every action is logged with the prompt, retrieved sources, parameters, and result for auditability.
What about legal and compliance concerns?
We implement call-recording consent and AI disclosure by jurisdiction, restrict retention, and redact PII before model calls. For outbound use, we align with contact regulations and provide controls to avoid prohibited robocall patterns. We coordinate with your counsel for PCI scope and data residency.
How do you measure success?
Containment, transfer rate & quality, AHT, abandonment, CSAT, and accuracy (faithfulness/grounding). We track escalation reasons (policy, confidence, tool failure) to prioritize fixes. Weekly reviews decide whether to expand coverage or tune controls.
What does hand-off look like?
If the agent escalates, it passes transcript, entities, and pending actions to the human. Supervisors see full traces. For workforce teams, post-call notes and dispositions are pre-filled to cut after-call work.
What You Get
- Voice agent orchestration with modular “skills” and typed tool schemas.
- Low-latency speech stack (streaming STT, interruptible TTS) with configurable persona and prosody.
- RAG pipeline (indexing, hybrid search, re-ranking, freshness rules) over your approved sources.
- Telephony & CCaaS integration (Amazon Connect / Genesys / SIP/Twilio) with context-preserving transfers.
- Safety & governance: RBAC, redaction, allow/deny tool lists, consent prompts, audit logs.
- Observability: traces for retrievals/tool calls/decisions, KPI dashboards, and golden-set evaluations.
- Pilot readout with KPI deltas, rollout plan, and a risk register mapped to controls.
Get a Voice Pilot Plan
Book a 30-minute scoping call. We’ll identify 3–5 call intents, confirm systems and guardrails, and deliver a fixed-scope 4-week pilot with KPI targets, test cases, and a go/no-go gate.
