Use Case

Voice & IVR Integration

AI-powered phone systems and voice assistants. Replace rigid touch-tone menus with natural language voice that customers actually prefer.

Benefits

Why voice and IVR integration?

40-60% of customer support still happens via phone. AI voice handles routine calls automatically so human agents focus on complex issues.

40-60% of customer support happens via phone. Many customers prefer voice over chat, especially for complex or urgent issues.

AI voice handles routine calls automatically. Reduce agent workload by 30-50%, allowing human agents to focus on complex issues.

Natural language voice is faster than navigating touch-tone menus. Lower frustration and faster resolution for callers.

Architecture

Five components that form a modern AI voice pipeline, from speech recognition through to agent handoff.

Customer speaks, the phone system sends audio, and speech recognition converts it to text for the AI to understand.

AI understands intent and entities from the text input and determines the appropriate action to take.

AI queries databases and APIs to retrieve information or update systems based on the caller's request.

AI response text is converted to natural-sounding speech synthesis and played back to the customer.

When the query is too complex for AI, it transfers to a human agent with full conversation context so the caller does not repeat themselves.

Process

Connect to your platform, set up SIP trunks or API connections, and configure routing and transfer logic. Typically 2-3 weeks.

Implement speech-to-text, build NLU logic, integrate backend systems, and implement text-to-speech. Typically 4-6 weeks.

Test with real calls, optimise for accents and noise, train agents, phased rollout, and monitor metrics. Typically 5-7 weeks.

Book a consultation to discuss voice and IVR integration for your contact centre.