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Transforming Customer Support with an AI Voice Bot for Call Agency

Our client, a call-handling agency, manages customer calls, appointment scheduling, and client enquiries for multiple businesses. To improve efficiency and customer responsiveness, the agency sought a solution to automate call handling and provide uninterrupted service when human agents were unavailable. The goal was to develop a scalable, adaptable AI voice bot that would ensure every call was answered promptly, allowing human agents to focus on high-priority cases.

Project Goals

The client wanted to explore the impact of introducing online ordering to their outlets to see if it could improve sales and performance. Additionally, they sought to identify the right locations for opening new outlets and evaluate their potential success using data-driven insights, ensuring informed and strategic expansion decisions.

  • Automate Call Handling : Design an AI-driven voice bot capable of answering calls, understanding customer enquiries, and responding with appropriate information when human agents are unavailable.
  • Enhance Appointment Management : Integrate scheduling and task management to streamline booking, rescheduling, and other client requests.
  • Adapt Over Time : Implement a feedback system to train the AI continuously based on client interactions and updated business data.
  • Empower Client Control : Build a customisable dashboard for businesses to manage bot settings, view call summaries, and monitor bot performance.

Solution Overview

We developed an advanced AI voice bot leveraging robust call handling, appointment management, and client insights, all powered by a scalable, user-friendly front-end and back-end infrastructure. Key technologies used include:

  • Front-End with React : Created a dynamic, responsive user interface for client dashboard management.
  • Back-End with Python and Django : Built and managed server-side functionalities to handle AI processing, data storage, and API integrations.
  • Google Cloud Platform (GCP) for Deployment : Deployed and scaled the application on GCP to ensure seamless operation and high availability for handling multiple business clients simultaneously.

Technological Stack in Detail

Backend Technologies

  • Python : The core programming language used for developing the backend logic and handling server-side operations.
  • Django : A high-level Python web framework that enables rapid development and clean, pragmatic design. It is used for managing the web application and server-side functionalities.
  • Django Rest Framework (DRF) : Provides powerful and flexible tools for building web APIs, facilitating the integration with front-end components and external services.
  • Nginx : A high-performance HTTP server and reverse proxy, used for serving the web application and handling load balancing.
  • Gunicorn : A Python WSGI HTTP server for UNIX, used to serve the Django application in a production environment.

Frontend Technologies

  • React.js : A JavaScript library for building user interfaces. It was used to create the dynamic and responsive client dashboard for managing bot settings, viewing call summaries, etc.

Google Cloud Platform (GCP) Services

  • VM Instances : Virtual machines on GCP are used for deploying and running the backend services, ensuring scalable and reliable performance.
  • GCP Dialogflow : A natural language understanding platform used to design and integrate a conversational user interface into the AI bot.
  • GCP Cloud Storage : Provides secure and scalable storage for saving call recordings, transcriptions, and other relevant data.

Twilio Services

  • Twilio Voice API : Enables the AI bot to handle voice calls, providing the capability to answer and interact with callers.
  • Call Recording : Twilio's feature to record calls for quality assurance and training purposes.
  • Call Transcription : Converts voice calls into text, facilitating real-time analysis and response.
  • Messages : Manages SMS and other messaging services for appointment reminders and notifications.
  • Twilio Flex : A programmable contact centre platform that allows for the integration and customisation of the call-handling process.
  • Twilio Studio : A visual application builder for creating communication workflows, used to design the call flow and interaction logic.

GoHighLevel Services

  • Appointment Scheduling : Integrated calendar and appointment booking system to manage client schedules.
  • Automated Reminders : Sends reminders to clients for upcoming appointments, reducing no-shows and enhancing efficiency.
  • API Integration : Seamless integration with GoHighLevel’s APIs to handle appointment requests, modifications, and cancellations.

AI and NLP Technologies

  • GPT Models : Utilised various models such as GPT-3.5, GPT-3.5 Turbo, GPT-4, and GPT-4o for natural language understanding and generation.
  • OpenAI Key : The API key used to access OpenAI’s services for processing and generating text.
  • OpenAI Fine-Tuning API : Fine-tuned the GPT models with client-specific data to deliver accurate and industry-specific responses.

AI Framework: Langchain Technologies

  • Agents : Managed autonomous agents that perform specific tasks based on user interactions.
  • Chains : Sequences of actions and data transformations used to process user inputs and generate appropriate responses.
  • Memory : Used to store and recall previous interactions, providing context-aware responses.
  • Langraph : Facilitates the integration of AI models with graph-based data representations.
  • Loaders : Tools for importing and processing external data sources.
  • VectorDB Chroma : A vector database used for storing and querying high-dimensional data representations.
  • Retrievers : Components that fetch relevant information based on user queries.
  • Function Calling : Enables dynamic invocation of predefined functions based on user interactions.
  • Embeddings Model : Utilises OpenAI’s embeddings model for transforming text data into numerical representations for efficient processing.

Workflow & Key Features

1. Call Routing and Initial Engagement

  • Trigger : Calls received via Twilio are routed based on agent availability.
  • Decision Node : Calls are directed to human agents if available; otherwise, the AI bot answers the call.
  • Action : The AI bot initiates a greeting and prompts the caller to state their inquiry, capturing caller intent immediately.

2. Intent Recognition and Response

  • Voice-to-Text Processing : Real-time transcription converts caller audio to text for analysis.
  • Intent Analysis : AI parses caller intent, interpreting queries related to service details, pricing, or appointments.

3. Automated Appointment and Task Management

  • Integration with Go High Level : Appointment requests or modifications are handled instantly through Go High Level’s scheduling capabilities.
  • Real-Time Booking and Updates : The bot autonomously manages bookings, modifications, or cancellations as needed.
  • Error Handling : For scheduling conflicts or other issues, the bot advises callers on alternative actions, ensuring a smooth customer experience.

4. AI-Assisted Note-Taking for Human Agents

  • Note Generation and Context Transfer : The bot generates concise summaries during calls, capturing key points for the agent to review later. These summaries include caller intent, enquiries, and any tasks or appointments created.
  • Dashboard Access : Summaries are instantly accessible via the React-based dashboard, allowing agents to catch up on unresolved enquiries or understand ongoing client interests.

5. Customizable Front-End Dashboard

  • Control and Analytics : The dashboard allows administrators to enable or disable the AI bot, access call summaries, and review performance metrics.
  • Fine-Tuning Options : Administrators can customise the bot’s responses or adjust settings for each client based on updated business information or seasonal demands.

Deployment and Scalability on GCP

The entire solution was deployed on Google Cloud Platform (GCP), which provided several advantages:

  • Scalability : GCP’s infrastructure allowed us to handle fluctuating call volumes by automatically scaling up or down based on demand.
  • Reliability : GCP’s high availability ensured that the bot could consistently handle calls, even during peak hours or after hours, without interruption.
  • Security : Google’s enterprise-grade security features safeguarded sensitive call and scheduling data, ensuring compliance with industry regulations.

Results and Impact

  • Improved Responsiveness : The AI bot handled approximately 60% of incoming calls during peak hours, significantly reducing wait times and ensuring prompt responses for every client.
  • Operational Efficiency : Automated appointment and task handling allowed human agents to focus on complex customer issues, improving overall productivity.
  • Enhanced Customer Satisfaction: : By providing human agents with contextual call summaries, we enabled more informed and engaging client interactions.
  • Scalability for Diverse Client Needs : Each client could enable or disable the bot as needed, allowing for seamless adaptation to changing business needs and seasonal demands.

Conclusion

This AI voice bot implementation represents a transformative solution for our client’s call-handling operations. By combining automated call management, intelligent appointment handling, and adaptive learning, we delivered a powerful, scalable system that significantly enhanced operational efficiency and client satisfaction. Through this project, our client can now offer round-the-clock support, improved customer experience, and adaptable solutions tailored to diverse business needs, all accessible through an intuitive React-based dashboard.