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Voice agents handle repeat calls; the rest reach a person with a summary.
Speech-to-text, a language model and text-to-speech run in one streaming loop. The hard parts are short pauses and knowing when the caller has finished.
A voice AI agent is three systems working in a tight loop. Speech-to-text turns the caller's words into text as they speak. A language model decides what to say and which tools to call: check a calendar slot, find an order, create a lead. Text-to-speech turns the reply back into audio. All three stream, so the agent starts speaking before the full reply is written.
The engineering problem is time. People notice a pause of more than about a second on a phone call. Every part of the loop (network hop to the telephony provider, speech recognition, model reply, speech synthesis) has to be measured and trimmed. The other problem is turn taking: knowing when the caller has finished, and stopping mid sentence when they interrupt. Open-source frameworks such as Pipecat and LiveKit Agents handle much of this plumbing and we build on them where they fit.
We research this in our voice AI lab track, including which speech models cope with Indian English, Tamil and Hindi spoken with mixed vocabulary, which is how most callers in India actually talk. The spoken reply comes from a text-to-speech model.
Good candidates are frequent, follow a pattern and have a clear finish. Complaints, negotiations and anything emotional should reach a person fast.
The agent books, reschedules or cancels slots and confirms on WhatsApp.
Clinics, salons and service centres: the agent checks open slots, books, reschedules or cancels, and sends a WhatsApp confirmation. Calls about symptoms or billing disputes go to the front desk.
Ad and listing calls answered any hour, qualified, logged and booked for a callback.
Inbound calls from ads or listings are answered at any hour. The agent asks the qualifying questions your sales team uses, logs the answers in the CRM (Desk or yours) and books a callback with the right rep.
Order status read out from your system, with exceptions passed to support.
Callers give an order number or phone number, the agent reads the status from your system and answers. Exceptions such as a damaged parcel are passed to support with the details already captured.
Timings, location and documents answered, messages summarised and urgent calls flagged.
Answers the common questions (timings, location, documents to bring), takes messages with a proper summary and flags anything urgent to an on call number.
Payment and appointment reminders to existing contacts only. No cold calling bots.
Payment due reminders, appointment confirmations and document requests to people who have a relationship with you. Promotional calling in India falls under TRAI's commercial communication rules and we do not build cold calling bots.
Recorded calls reviewed to list call types, questions and how each should end.
With your permission we review a sample of recorded calls or sit with the person who takes them. We write down the call types, the questions asked and how each call should end.
Recognition and voices tested on your callers' accents, especially names, numbers and addresses.
We test speech recognition and voices on recordings in your callers' languages and accents. Accuracy on names, numbers and addresses decides the choice more than anything else.
What the agent may do, must confirm aloud, and when it hands over.
We define what the agent may do, what it must confirm aloud (dates, amounts, addresses) and the phrases or situations that trigger a handover. The model writes its own sentences inside those rules.
Calendar and CRM wired as tools, with call transfer to a human line.
Calendar, CRM or order lookups are wired as tools. The number is connected through your telephony provider, with call transfer to a human line.
Your staff call it as difficult customers before a pilot on real calls.
Your staff call it pretending to be difficult customers. We fix what breaks, then run a pilot on a share of real calls.
Transcripts reviewed weekly at first, and failed calls become test cases.
Transcripts and outcomes are reviewed every week at first. Failed calls become test cases for the next change.
The agent says it is automated and transfers anyone who asks for a human.
The agent introduces itself as an automated assistant and offers a person. Callers who ask for a human get one.
Callers are told about recording, and retention follows the period you set.
If calls are recorded, the caller is told at the start. Recordings and transcripts are stored where you choose with a retention period you set, in line with the DPDP Act 2023 in India and UK GDPR or GDPR for callers there.
Only what the task needs, and never card numbers, OTPs or passwords.
The agent asks only for what the task needs and never asks for card numbers, OTPs or passwords.
Recognition quality for Indian languages has improved a lot, but it varies by provider, accent and line quality. We test on recordings from your own callers before committing to a stack, and design the agent to confirm names and numbers aloud.
Not necessarily. Calls can be forwarded from your existing number to the agent, at all times or only after hours or when lines are busy, depending on what your telephony provider supports.
It transfers the call to a person or takes a message, and the person receives a short summary of the call so the caller does not have to repeat themselves.
Yes, with open speech and language models on your own GPU server. This adds hardware cost and needs careful tuning for speed. See private AI deployment.
An IVR offers a fixed menu of key presses. A voice agent lets the caller say what they want in their own words, looks up their details and completes the task on the call.
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