Service example
Customer Support
Voice AI for Customer Support
A voice AI agent that handles routine support calls and hands off cleanly to humans for the hard ones.
These examples describe workflow and implementation experience. They do not imply independent product ownership or identify a client.
The challenge
Repetitive Tier-1 calls overwhelmed the support team, creating long wait times and agent burnout, while complex issues waited behind simple ones.
The approach
- 01
Identified the highest-volume, most repetitive call types to automate first.
- 02
Built a voice agent with real-time speech-to-text, tool use, and natural text-to-speech.
- 03
Added qualification, routing, and a seamless warm handoff to human agents for complex cases.
- 04
Instrumented every call for monitoring, so quality and containment stay visible.
Architecture
Voice AI for Customer Support architecture. Main flow: Caller, then Speech to text, then AI agent, then Resolved. Connected paths: Account tools feeding AI agent; Warm handoff as a conditional path from AI agent.
What was hard
Latency is the whole experience. A correct answer that arrives two seconds late reads as a broken line, so the response path had to be kept short even when a tool call was involved.
Handoff is where most voice agents fail. Transferring a caller without the context they already gave means they repeat themselves to a human, which is worse than never having reached the agent.
Knowing when not to answer. Containment is easy to optimise into a bad experience, so the agent is scoped to the call types it genuinely handles and escalates the rest without arguing.
Curious how this was built?
The full experience and skill set behind it are on the resume.
View resume