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Project Overview
A customer-facing business with a busy phone line wanted callers to get answers immediately instead of waiting in a queue, without losing the option to speak to a person. Most calls were routine: status checks, bookings, changes and common questions.
ProsperaSoft designed and built a real-time AI voice agent that answers calls, understands callers in natural language, completes routine requests through the company's systems and transfers other calls to staff with a written summary.
Core Features
- Streaming Conversation: speech recognition, language model and speech synthesis run as a streaming pipeline so the agent replies quickly and can be interrupted
- Business Actions: the agent looks up and updates records through the company's APIs instead of only taking messages
- Warm Handoff: calls that need a person are transferred with a summary so callers do not repeat themselves
- Call Records: transcripts, recordings and outcomes are stored for review and quality improvement
Client Challenges
- Queues at Peak Times: callers waited on hold for simple requests while staff were busy
- Latency: earlier voice bots felt robotic because of long pauses between turns
- Real-World Audio: callers used mobile phones in noisy places and spoke with different accents
- Trust: the business needed control over what the AI could do and a clear path to a human
Key Highlights
Natural Conversations:
- Callers can interrupt and the agent stops and listens
- Short, spoken-style responses instead of long text answers
Streaming audio and turn detection keep the conversation fluid.
Resolution, Not Just Routing:
- Lookups and updates through secure API tools
- Confirmation read back to the caller before changes
Routine requests are completed during the call.
Human When Needed:
- Complaints, payments and uncertain cases escalate
- Staff receive the transcript summary with the transfer
Clear rules decide when a person takes over.
Measurable Quality:
- Transcripts and outcomes feed a quality dashboard
- Test calls from real scenarios run before each release
Every call is logged and reviewable.
Building a Voice Agent That Callers Accept
Solution Highlights
Best Practices Integrated
Results & Benefits
- Speech Pipeline: streaming speech-to-text, an LLM with function calling and streaming text-to-speech connected over telephony
- Tooling: narrow, well-described tools for each business action, validated on the server side
- Voice Design: a consistent brand voice with a pronunciation dictionary for product and place names
- Latency Budget: each stage of the pipeline measured and optimised so replies start quickly
- Guardrails: restricted topics, confirmation before changes and escalation rules
- Privacy: caller data limited to what each tool needs, with recordings stored under retention rules
- Shorter Waits: routine calls are answered immediately instead of joining a queue
- Staff Focus: people spend their time on the calls that need judgement
- Visibility: transcripts show why customers call, which feeds process and content improvements
Solution Highlights
- Speech Pipeline: streaming speech-to-text, an LLM with function calling and streaming text-to-speech connected over telephony
- Tooling: narrow, well-described tools for each business action, validated on the server side
- Voice Design: a consistent brand voice with a pronunciation dictionary for product and place names
Best Practices Integrated
- Latency Budget: each stage of the pipeline measured and optimised so replies start quickly
- Guardrails: restricted topics, confirmation before changes and escalation rules
- Privacy: caller data limited to what each tool needs, with recordings stored under retention rules
Results & Benefits
- Shorter Waits: routine calls are answered immediately instead of joining a queue
- Staff Focus: people spend their time on the calls that need judgement
- Visibility: transcripts show why customers call, which feeds process and content improvements
Technology Stack:
The voice agent combines real-time communication, speech AI and business integration. Related services: AI voice agents, AI audio and video and AI for customer service.
Telephony and call control.
Real-time audio streaming.
Streaming speech-to-text.
Language model with function calling.
Natural streaming text-to-speech.
Real-time orchestration services.
Session state and caching.
Call records and transcripts.
Twilio / SIP:
Telephony and call control.
WebRTC:
Real-time audio streaming.
Deepgram / Whisper:
Streaming speech-to-text.
OpenAI / Claude:
Language model with function calling.
ElevenLabs:
Natural streaming text-to-speech.
Node.js / Python:
Real-time orchestration services.
Redis:
Session state and caching.
PostgreSQL:
Call records and transcripts.
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