Voice AI & Conversational Agents

AI voice agents that handle IT helpdesk calls, reception triage, and after-hours support in English and French

Design and deploy Voice AI agents that answer IT helpdesk calls, perform receptionist triage, identify callers, and execute tool calls against live systems. Multi-language support in English and French with seamless handoff to human agents when needed.

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The Challenge

Phone queues waste caller time on L1 issues that could be resolved automatically
L1 helpdesk tickets are repetitive — password resets, status checks, account unlocks consume agent hours
After-hours and weekend coverage requires expensive overnight staffing or goes unanswered
No caller identification or context transfer when calls escalate to human agents

Our Approach

1

Use Case Definition & Call Analysis

Analyze existing call volumes, identify high-frequency L1 scenarios, and define the voice agent's scope including caller identification, language detection, and tool integration requirements.

2

System Prompt Engineering

Design conversation flows, system prompts, and tool-calling definitions for each use case. Build caller identification logic and language switching between English and French.

3

Tool Integration & Backend Wiring

Integrate the voice agent with live systems — ticketing, identity management, directory services — so it can execute real actions like password resets, ticket creation, and status lookups.

4

Testing & Quality Assurance

Conduct extensive testing with real conversation scenarios in both languages. Validate caller identification accuracy, tool execution reliability, and escalation handoff quality.

5

Deployment & Monitoring

Deploy to production telephony infrastructure with real-time monitoring, call transcript storage, conversation analytics, and continuous improvement workflows.

What You Receive

Deployed voice AI agent with telephony integration

System prompts and conversation flow documentation

Tool-calling definitions for live system integrations

Caller identification and language detection configuration

Call transcript storage and analytics dashboard

Escalation logic with full context handoff to human agents

Test suite with conversation scenarios in English and French

Technology Integrations

TwilioMicrosoft Teams

Proven Results

Telecommunications

AI Voice Assistant — Intelligent Customer Service Agent

40% call deflection rate

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