The challenge
Support teams were spending most of their phone time on the same repetitive questions, such as policies and order status.
Meanwhile, customers with issues that genuinely needed a person were left waiting on hold.
- 01
CallInbound phone call
- 02
ListenSpeech-to-text
- 03
UnderstandLLM intent detection
- 04
ActFAQ answers, order lookup
- 05
EscalateLive-agent handoff
Architecture · 5 stages
- 01
Call
Inbound phone call
- 02
Listen
Speech-to-text
- 03
Understand
LLM intent detection
- 04
Act
FAQ answers, order lookup
- 05
Escalate
Live-agent handoff
The solution
I built a voice agent that transcribes callers, understands intent, answers FAQs from the business's own content and looks up order status.
Whenever a request is out of scope, it escalates the call to a live agent.
Engineering highlights
- Natural-language phone conversations
- FAQ resolution from business content
- Order-status lookup
- Rule-based escalation to live agents
Technology
- Voice AI
- Speech-to-text
- LLM
- Order lookup API
- Escalation routing
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