Voice Agent
Voice is where agents felt “AI-ish” in 2023 and feel uncanny in 2026. Sub-500ms end-to-end latency, natural interruptions, emotional prosody — the infrastructure caught up, and now the interesting problem is what the agent does on the call, not how it sounds.
What we build
Inbound and outbound, same agent. Sales discovery calls, qualification, scheduling, appointment reminders, lapsed-customer recovery, tier-1 support. The agent picks up (or dials out), handles the call, and writes back to your CRM with a full transcript and structured fields.
Grounded in your data. The agent knows the caller — name, last order, open ticket, renewal date — at the moment it says hello. Over MCP, it reads from your CRM, billing, and support systems during the call, and writes the call summary back when it ends.
Real-time tools, not canned responses. Caller asks “can I reschedule my delivery?” — the agent checks availability, proposes slots, and books the new one before the call ends. Caller asks “what’s on my invoice?” — the agent reads the line items aloud.
Knows when to hand off. Emotional escalation, pricing disputes, anything policy-adjacent — the agent warm-transfers to a human with the call context summarized. It doesn’t stonewall or pretend.
Compliant and recordable by default. Opt-in disclosure, recording retention policy configurable per region, PII redaction in transcripts, SOC 2-friendly logging.
Stack
We integrate Vapi or Retell as the voice/telephony layer (Twilio or Telnyx for PSTN). The agent on top is built with one of the four supported SDKs — usually the Claude Agent SDK or Vercel AI SDK — and owns orchestration, tool use, CRM writeback, and the eval suite. You can swap the voice vendor later without rebuilding the agent.
Where it’s deployed
Sales teams running outbound at scale where humans can’t keep up. Support lines where tier-1 resolves 60% of calls before they need a person. Clinics, service businesses, and e-commerce ops where appointment and order logistics absorb most call volume.
Pilots run in 2-3 weeks on a specific call type, then expand. Evals include call-resolution rate, hand-off appropriateness, and CSAT — not just “did the TTS sound good.”