Voice AI agents & conversational systems
Voice AI agents and conversational IVR that survive real callers, real accents, and real carrier audio, not just the demo.
The problem
Most voice AI projects die between the demo and production. The demo handles a scripted happy path; production callers interrupt, mumble, switch topics, and phone in from a car on a bad cell connection. The gap between those two worlds is telephony engineering, and most AI vendors have never worked at that layer.
The result is familiar: a pilot that impressed the steering committee, then containment rates that never reach the business case, and an escalation queue full of callers the bot mishandled.
What we do about it
Design against your real call traffic
We start from your actual call recordings and intent distribution, not a generic use-case list. The agent is scoped to the intents where automation genuinely wins, and everything else routes to a human fast.
Build on the telephony layer, not above it
Barge-in behavior, DTMF fallback, latency budgets, carrier audio quality, transfer context: we engineer these explicitly because we work on the SIP and media layer every day.
Test with real calls before launch
Every voice agent we ship is validated with automated real-call testing over the PSTN, so regressions surface before your callers find them.
How an engagement runs
Intent mining from recordings, containment modeling, platform assessment.
Conversation design, agent build, telephony integration, backend connections.
Real-call regression testing, phased traffic ramp, containment monitoring.
Technologies & platforms
Questions buyers ask
- Which platforms do you build voice AI agents on?
- Genesys Cloud CX, Amazon Connect (with Lex and third-party LLMs), and Twilio. We also build platform-independent agents that front an existing IVR over SIP.
- How do you prevent the agent from failing on real callers?
- We design from your real call recordings, engineer explicit fallbacks (DTMF, fast human escalation), and run automated real-call regression tests over the PSTN before and after launch.
- Can a voice agent sit in front of our existing IVR?
- Yes. A common pattern is an AI front door that resolves high-volume intents and hands everything else to your existing routing, with full context transfer.
- How long does a voice AI project take?
- A scoped production agent typically takes 8 to 14 weeks from discovery to ramped rollout. A narrow single-intent pilot can be live in 4 to 6 weeks.
- What happens when the AI cannot handle a call?
- It escalates to a human with full context, including transcript, intent, and collected data, so the caller never repeats themselves. Escalation design is part of every build, not an afterthought.
Discuss your situation with an engineer
Thirty minutes, technical, no deck, and you leave with a concrete next step.