Automation & integrationStatus: Pilot
AI routing of call requests to the right person
Challenge
An AI phone assistant took requests, but forwarding them to the right person was manual. The goal was automatic, traceable assignment based on the organisational structure.
Technology
- Python
- FastAPI
- LLM
- Messenger-API
- Docker
- IIS
Requirements
- Webhook intake from the phone system
- Classification of the request by a language model
- Assignment to the responsible person from the org chart
- Fallback with a human decision when uncertain
- On-premises operation behind a reverse proxy with HTTPS
Approach
- 01Microservice with typed data models
- 02Language-model analysis plus rule-based matching against organisational data
- 03Direct message to the responsible person; a fallback channel with interactive buttons when uncertain
- 04Container deployment on a Windows server behind IIS