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A real-time voice agent for inbound customer support — sub-500ms latency, natural turn-taking, deep integration with the existing CRM — reducing load on human agents by ~40%.
Inbound support volume grew faster than the call-centre team could scale. Existing IVR menus frustrated users.
Standard speech-to-text + LLM + text-to-speech pipelines felt robotic because of multi-second turn latency. The team needed a voice agent that felt like a real conversation, could handle the common 60–70% of calls end-to-end, and hand off cleanly to a human when needed.
A streaming voice pipeline (streaming ASR → streaming LLM → streaming TTS) with full-duplex turn-taking, barge-in support and aggressive partial-result handling.
The agent is wired into the support knowledge base for grounded answers and into the CRM for account-level actions. Calls that need a human are warm-transferred with a structured handoff summary.
Streaming ASR transcribes audio in real time; partial transcripts feed a streaming LLM that begins generating before the user finishes speaking; streaming TTS plays back with low-latency turn arbitration.
Retrieval over the support knowledge base grounds answers; a tool layer wires into the CRM for account lookups and ticket creation.
A human-handoff path warm-transfers calls with a structured summary so the human picks up mid-context.
