Voice AI Agentic ApplicationAgentic Voice AI

Autonomous voice agents.Built for enterprise scale.

Deploy voice agents that listen, reason, and act, handling enterprise calls end to end across support, sales, and operations. No scripts. No IVR trees. No hold music.

Voice AI agent · Live callFull duplex

01 Listen
Streaming ASRPartial transcripts every 50–80ms
02 Reason
Persistent call graphEntities, intents, prior commitments
03 Act
Parallel system callsCRM, ITSM and ERP mid call
04 Speak
Neural TTSAudio within 300–400ms

<100ms

Speech to text latency

40+

Languages supported

10+

Telephony integrations

50+

Enterprise app connectors

Core voice capabilities

The full voice AI stack

Six foundational modules that turn raw telephony audio into autonomous, enterprise grade voice interactions.

Real time speech to text

Sub second transcription powered by state of the art acoustic models. Handles overlapping speech, domain specific vocabulary, and noisy telephony environments without post processing delays.

Sub 100ms transcription latency
Domain adapted vocabulary (medical, legal, IT, finance)
Noise cancellation and echo suppression
Streaming transcription with incremental updates

Context aware multi turn reasoning

Every utterance is evaluated against a persistent call graph (entities, intents, prior commitments), so the agent never loses context mid call, even across long pauses or topic switches.

Persistent call graph memory across turns
Entity tracking and coreference resolution
Topic switch detection and graceful recovery
Intent disambiguation with clarifying questions

Autonomous task execution

While the caller is still speaking, the agent queries CRM, ITSM, and ERP systems in parallel. By the time the caller finishes, the agent already has an answer or has completed the action.

Parallel system calls during speech
CRM lookups and record updates mid call
ITSM ticket creation and status queries
ERP order management and inventory checks

Low latency text to speech

Neural TTS with configurable voice personas, speaking rate, pitch, and emotional register, so every agent sounds distinct, human, and appropriate to the call context.

Emotional tone control (empathetic, authoritative, upbeat)
Custom voice persona library
Speaking rate adapts to caller comprehension signals
SSML support for emphasis and pronunciation control

Multi language and accent adaptation

Deploy a single agent that understands 40+ languages and continuously adapts to regional accents and speech patterns within the first 30 seconds of a call.

40+ languages out of the box
Live accent adaptation within the call
Code switching support (callers mixing languages)
Locale aware date, number, and currency parsing

Barge in and interruption handling

Callers can interrupt naturally at any point. The agent stops mid sentence, processes the interruption, and responds, eliminating the robotic "Please wait for me to finish" experience.

Full duplex audio with instant barge in response
Semantic interruption classification (correction vs. new intent)
Partial utterance preservation and retry
Graceful recovery from simultaneous speech

Extended feature set

Intelligence beyond the call

Analytics, transcription, compliance, and orchestration that turn every call into a business asset.

Live sentiment and intent detection

A parallel analysis stream scores caller frustration, urgency, and intent in real time, without delaying the voice response.

Human in the loop escalation

When confidence drops or frustration spikes, the agent transfers to a human agent with an AI generated call summary and full transcript already waiting.

Call transcription and summarization

Every call produces a full verbatim transcript, an AI written summary, extracted action items, and outcome classification, automatically indexed for search.

Telephony integration

Native connectors for SIP trunks, Twilio Programmable Voice, Cisco Unified CM, Avaya Aura, and Genesys Cloud, with no custom middleware required.

Call analytics dashboard

Volume trends, average handle time, containment rate, CSAT, and per intent resolution rates, all computed automatically from call data.

Callback scheduling and queue management

Callers can opt for a callback at their preferred time rather than wait. Intelligent queue routing by skill, language, and priority.

Enterprise infrastructure

Governance, security and reliability

The compliance and operational infrastructure that regulated enterprises require before a voice AI project can go to production.

Enterprise RBAC and audit

Role based access to call recordings, transcripts, and analytics. Full immutable audit trail of every agent action and escalation decision.

Multi tenant deployment

Separate voice agent configurations, phone numbers, LLM providers, and data isolation per organizational unit or customer account.

RAG knowledge grounding

Upload PDFs, product manuals, compliance documents, and FAQs. The agent retrieves relevant passages and grounds every answer in your content.

PCI DSS and HIPAA compliance

Call recording redaction for card numbers and PHI, consent management, data residency controls, and compliance ready audit exports.

OpenTelemetry observability

Every call, reasoning step, and system action emits structured trace spans, visible in the live observability dashboard or any compatible tracing backend.

Multi LLM provider flexibility

Route reasoning to Anthropic Claude, OpenAI GPT-4, Google Gemini, or on premises models, switchable without redeploying the voice pipeline.

Technical deep dive

How it works, in detail

For architects, engineering leaders, and enterprise buyers who need specifics before signing off.

01.1

Sub second voice pipeline architecture

Designed from the ground up for telephony grade latency.

Streaming ASR: transcription begins while the caller is still speaking, delivering partial transcripts every 50–80ms for downstream reasoning to start processing immediately
Parallel reasoning and TTS preheating: while the ASR finalizes the last sentence, the reasoning engine starts on the partial and the TTS engine preheats the response buffer, so audio begins playing within 300–400ms of the caller finishing
Full duplex audio: the agent and caller can speak simultaneously; barge in is detected semantically (not just by energy level) so the agent knows whether to yield or continue

Voice Activity Detection (VAD) tuned per telephony codec (G.711, G.729, Opus) with adaptive silence thresholds that adjust for call background noise
Acoustic echo cancellation and comfort noise injection for natural sounding pauses
Incremental response generation: the TTS engine starts synthesizing the first sentence of a response before the LLM has finished generating the full answer

01.2

Context aware conversational reasoning

The agent maintains a structured call graph, not just a raw transcript window.

Entity state tracking: every name, account number, date, product, and commitment mentioned during the call is extracted and updated in a typed entity store that survives topic switches
Intent history with priority: the call graph records a stack of intents (primary goal, secondary request, expressed concerns) so the agent can return to interrupted threads without the caller having to repeat
Confidence gating: when the agent's response confidence falls below threshold, it generates a clarifying question rather than guessing, with automatic escalation if confidence remains low after two retries

Coreference resolution handles "it", "that", and "they" across turns without losing the referent
Temporal reasoning parses relative dates ("next Tuesday", "two weeks ago") against the call timestamp
Structured output schema validation with self correction retries ensures extracted data is always well formed before being written to downstream systems

02.1

Mid call parallel system execution

Actions fire while the caller is speaking, not after.

Speculative prefetch: when the agent detects an account lookup intent, it begins the CRM query during the caller's utterance; by the time the ASR finalizes the transcript, results are already in cache
Write ahead action buffer: update and create operations (ticket creation, order status change) are composed during reasoning and submitted with a single call at the point the agent is ready to confirm verbally
ITSM first contact resolution: the agent can create, update, escalate, and close service tickets, search the knowledge base for known issues, and read CMDB records, all mid conversation without putting the caller on hold

Optimistic locking and idempotency keys on all write operations prevent duplicate records from retry on telephony timeouts
Credential vaulting with per integration health monitoring: the agent surfaces a graceful fallback when a downstream system is unavailable rather than failing silently
50+ prebuilt enterprise connectors span CRM (Salesforce, HubSpot), ITSM (ServiceNow, Jira), ERP (SAP, Oracle), HRIS (Workday, SuccessFactors), and identity (Active Directory)

02.2

Telephony platform coverage

Deploy on the infrastructure your enterprise already runs, with no forklift upgrade required.

SIP trunk integration: the voice agent connects to any RFC 3261 compliant SIP provider; PSTN calls route directly to the agent cluster without a cloud telephony intermediary
Twilio Programmable Voice: full Media Streams support for real time audio, with automatic reconnection and stream continuity on dropped WebSocket frames
Enterprise PBX: native connectors for Cisco Unified Communications Manager, Avaya Aura Session Manager, and Genesys Cloud with CTI event passthrough

DTMF capture for callers who prefer touch tone input alongside speech (compliance verification, PIN entry, menu fallback)
Call recording controls: agent managed start/stop with PCI DSS pause and resume for card capture segments and automatic PHI redaction
Number management: provision, map, and rotate DID numbers per campaign, department, or language queue from a central console

03.1

Real time sentiment and intent scoring

A parallel analysis pipeline runs alongside the main reasoning engine without adding latency.

Multidimensional sentiment: frustration, urgency, satisfaction, and churn risk are scored independently per turn using a fine tuned telephony sentiment model, not a generic NLP classifier
Escalation trigger hierarchy: predefined escalation rules fire in order (explicit caller request → frustration threshold crossed → consecutive failure loops → confidence below floor → time in call limit)
Intervention before escalation: before transferring, the agent attempts one deescalation response (empathetic acknowledgment, offer of supervisor, fee waiver authorization if permitted) and records the outcome

Intent velocity tracking: sudden shifts in expressed intent (from "check balance" to "close account") trigger elevated risk flags before the caller states them explicitly
Sentiment trend visualization in the supervisor dashboard, with per agent and per queue aggregation
Configurable thresholds per queue: a billing dispute queue may escalate at lower frustration scores than a general enquiry queue

03.2

Human in the loop handoff

The caller never knows a transfer happened, but the human agent does, instantly.

AI generated call summary: at the moment of transfer, the human agent receives a structured briefing covering caller identity, primary intent, entities mentioned, actions already taken, and the specific reason for escalation
Context preserving transfer: the full conversation state (transcript, entity store, system data already fetched) is attached to the agent workspace before the call audio connects, so the human never asks "Can you start from the beginning?"
Warm transfer option: the AI agent stays on the call briefly after the human joins, answers the human agent's questions about what was already done, then drops off when the human is ready

Skill based routing on transfer: the escalation engine matches the unresolved intent to the human agent team with the right skills, language, and available capacity
Transfer loop protection: if the intended human team is unavailable, the agent offers a callback rather than entering a transfer queue loop
Post transfer AI assist: the human agent can query the AI assistant during the call to surface policy references, similar past cases, and suggested next actions

04.1

Call analytics and business intelligence

Dashboards built around the questions contact centre leaders actually ask.

Containment rate tracking: the percentage of calls resolved by the voice agent without human transfer, segmented by intent, language, and telephony queue
First call resolution (FCR): computes whether the caller's stated intent was resolved in a single interaction, using post call intent classification and callback detection
Average handle time (AHT) by intent: breaks AHT down by call type so operations can identify which intents drive the longest calls and optimize scripts or system access

CSAT surveys: a post call SMS or IVR survey with results linked to the call record and agent for per agent and per queue quality tracking
LLM cost attribution per call, per intent, and per queue, giving finance grade visibility into AI spend
Weekly automated briefing: volume, containment, CSAT, escalation rate, and top unresolved intent clusters delivered to leadership on a schedule

04.2

Compliance, redaction and audit

Purpose built for regulated industries where every word on a call is a potential liability.

PAN redaction: the agent detects card number utterances (PCI DSS scope) and replaces them with silence in the recording and with masked tokens in the transcript, without interrupting the call flow
PHI detection and redaction: named entity recognition for HIPAA sensitive fields (name, DOB, diagnosis, medication) with configurable redaction scope
Consent management: configurable consent prompts at call start with outcome logging per call and per jurisdiction, including dual party consent for applicable US states

Immutable call audit trail: every agent action, escalation decision, and system write is logged with timestamp, reasoning trace, and outcome for regulator ready export
Data residency controls: choose which cloud region call recordings, transcripts, and analytics data are stored in, with per queue granularity
GDPR data subject requests: locate, export, and delete a caller's data (recordings, transcripts, CRM writes) from a single administrative workflow

Ready to deploy

Put Voice AI to work today

See a live call handled end to end by the Voice AI Agentic Application, from first utterance to CRM update, in a 30 minute demo.

Contact sales