A grounded voice + text customer support agent your engineering team would actually ship — built on Twilio, Deepgram Nova, Ultravox, ElevenLabs, LangGraph, Qdrant and Claude, with sentiment-based human escalation wired in from day one.
We have run dozens of voice deployments. These are the failure modes that show up every time.
Off-hours, weekends, and holiday spikes leave 30-60% of callers unanswered.
Non-English callers get IVR dead-ends or rely on a single bilingual agent on shift.
Bolted-together STT + LLM + TTS stacks ship with 1.5-3s response gaps.
Generic chatbots invent policies, prices and SLAs they were never grounded on.
Agents see queue stats, not real-time caller frustration or churn risk.
Off-hours, weekends, and holiday spikes leave 30-60% of callers unanswered.
Lost revenue, broken SLAs, frustrated repeat callers, and abandoned carts.
$15-40 per abandoned support contact across e-commerce and SaaS benchmarks.
Every component named is what we ship in production — chosen for latency, accuracy and operational visibility.
Locale-aware routing via Twilio Lookup picks the right STT model, voice ID, and prompt set before the caller finishes the first sentence.
Ultravox unified speech-to-speech for latency-critical flows, Deepgram Nova + Claude/GPT-4o + ElevenLabs when domain reasoning must be decoupled.
Every answer is grounded in your knowledge base via Qdrant retrieval and Cohere Rerank. Out-of-policy questions trigger handoff, not improvisation.
Inline sentiment classifier in the LangGraph dialogue policy. Negative-sentiment threshold or regulated-topic detection triggers a warm transfer with full context.
Zendesk Talk, Intercom Voice, Freshcaller, Salesforce Service Cloud Voice, HubSpot, Genesys Cloud CX, Five9, RingCentral — ticketing, transcripts, handoff all wired.
Per-call traces with STT confidence, LLM token counts, retrieval scores, TTS jitter, and round-trip latency. Alerts fire before customers feel a regression.
Eight stages, every one observable in Datadog.
Inbound PSTN or browser WebRTC call lands on a Twilio SIP endpoint. Twilio Lookup resolves locale, carrier and historical caller identity.
Deepgram Nova streams transcripts with word-level confidence, or Ultravox handles unified speech-to-speech when latency budget is tightest.
A fine-tuned classifier scores each utterance for intent (top-1 over a fixed taxonomy) and sentiment polarity in the same forward pass.
Stateful graph routes the call: collect slots, branch on intent, escalate on sentiment, or call a tool. Every transition is logged for replay.
Top-k retrieval against your indexed help center, policies and product docs in Qdrant; Cohere Rerank promotes the passages most likely to answer the intent.
Anthropic Claude or GPT-4o generates a grounded, persona-aware response under a strict system prompt that forbids out-of-context claims.
ElevenLabs voice cloning for brand-consistent voices, or OpenAI TTS for cost-optimized deployments. Streamed back in chunks for sub-second perceived latency.
Sentiment threshold breach or regulated topic detection initiates a warm transfer to a human agent in Zendesk Talk, Genesys or Salesforce Service Cloud Voice with the full call context attached.
Voice support workloads we have deployed against — anonymized references available on request.
Flows: Order status, returns, refunds, address changes, cart recovery callbacks.
Stack: Shopify + Zendesk Talk + Twilio + Deepgram Nova + ElevenLabs.
Flows: Technical support tier-1, onboarding, billing and password reset flows.
Stack: Intercom Voice + HubSpot Service Hub + Qdrant KB over docs + Claude.
Flows: Account services, plan changes, outage notifications, port-in status.
Stack: Genesys Cloud CX + Five9 + Twilio + Ultravox unified speech-to-speech.
Flows: HIPAA-safe appointment scheduling, prescription refill intake, triage routing.
Stack: HIPAA-eligible AWS + Twilio (BAA) + Deepgram (BAA) + Claude (BAA) + redacted logging.
Flows: First Notice of Loss intake, claim status, policy lookup, agent transfer.
Stack: Salesforce Service Cloud Voice + Twilio + LangGraph FNOL state machine.
Flows: Booking changes, service requests, loyalty lookups, concierge requests.
Stack: Freshcaller + RingCentral + ElevenLabs branded voice + multilingual routing.
Numbers from live deployments — every metric is monitored continuously in Datadog.
Backed by 50+ projects delivered and 96% client satisfaction since 2019.
Engineering teams across the US, UAE and Pakistan.
You give us the knowledge base, the CRM credentials, and the intent taxonomy. We do the rest.
We index your help center, product docs, and policies into Qdrant. Intent taxonomy and escalation rules are defined with your support leadership.
Voice agent goes live on one Twilio number with one CRM or contact-center integration (Zendesk, Intercom, Salesforce Service Cloud Voice, etc.). Shadow-mode traffic first, then 10% live.
Locale routing, language-specific voice IDs, and per-language evaluation sets are wired in. Languages cut over in waves as each clears the 95% intent-accuracy gate.
All target integrations live. Datadog dashboards, alerting on latency and sentiment drift, and a weekly evaluation pipeline against held-out call sets are in place.
The questions we get from CTOs, support VPs and platform engineers in the first call.
Bring your knowledge base and one CRM. We bring the Twilio + Deepgram + LangGraph + Claude stack and the engineering team that has shipped it in production across six industries.
Backed by 50+ projects delivered, 96% client satisfaction, 4 production AI products since 2019.