+ Project overview
Project overview
A production voice AI system for a leading hospitality payment processor - handling inbound calls with natural-sounding agents, automatic French/English language detection, dynamic knowledge retrieval, and intelligent routing across six departments.
The problem
- High inbound call volumes overwhelming a lean support team
- Bilingual requirement (French + English) across Quebec and North America
- No after-hours call coverage - missed calls leading to lost revenue
- Expensive legacy answering services with no AI capabilities
Our solution
We deployed a production voice AI system that handles inbound calls with natural-sounding agents using LiveKit and SIP telephony. The system auto-detects caller language (French or English), resolves queries from a dynamic knowledge base covering products and services, and intelligently routes complex calls to the right department - with real-time transcription, call analytics, and comprehensive observability.
What we delivered
- AI voice agents with natural speech via Deepgram STT + ElevenLabs TTS
- Automatic French/English language detection and switching
- Dynamic RAG knowledge base with auto-refresh
- Intelligent call routing across 6 departments
- SIP trunk integration via Twilio for carrier-grade telephony
- Call transcription, analytics, and cost tracking
ROI & impact
- Concurrent calls supported per instance
- Up to 100
- Bilingual inbound call coverage
- 24/7
- AI voice response latency
- <2s
- Departments with intelligent routing
- 6
