AI & agentsStatus: Pilot
AI voice agent for inbound calls
Challenge
Inbound calls were to be answered around the clock in natural language: answer frequent questions, capture call-back numbers and messages, and hand requests to the right people, with nobody sitting at the phone.
Technology
- Node.js
- Fastify
- WebSocket
- Telefonie-API
- Realtime-Sprachmodell
- Vektorsuche
- Next.js
- Docker
Requirements
- Real-time voice dialogue with low latency
- Answers grounded in a proprietary knowledge base
- Phone number capture, including by keypad
- Multi-tenant management of agents, numbers and knowledge
- Notifications in the team messenger
Approach
- 01WebSocket server bridging telephony media streams to a real-time speech model in both directions
- 02Function calling for knowledge lookup, number capture and ending the call
- 03Vector search over the knowledge base
- 04Web admin for voice agents, phone numbers, knowledge and conversation history
- 05Development mode with simulated calls for testing without real telephony