All work

Customer Support

Voice AI for Customer Support

A 24/7 voice AI agent that handles routine support calls and hands off cleanly to humans for the hard ones.

60%

resolved without a human

24/7

availability

Instant

first response

The challenge

Repetitive Tier-1 calls overwhelmed the support team, creating long wait times and agent burnout, while complex issues waited behind simple ones.

The approach

  1. 01

    Identified the highest-volume, most repetitive call types to automate first.

  2. 02

    Built a voice agent with real-time speech-to-text, tool use, and natural text-to-speech.

  3. 03

    Added qualification, routing, and a seamless warm handoff to human agents for complex cases.

  4. 04

    Instrumented every call for monitoring, so quality and containment stay visible.

Architecture

Voice AI for Customer Support architecture. Main flow: Caller, then Speech to text, then AI agent, then Resolved. Connected paths: Account tools feeding AI agent; Warm handoff as a conditional path from AI agent.

Primary pathConditional
VapiWhisperElevenLabsLangChainWebhooks

Curious how this was built?

The full experience and skill set behind it are on the resume.

View resume