AI Call Center Agent | Voicebot & AI Automation

My role. AI Agent Developer | AI Chatbot Developer | AI Automation Specialist

Project description. As an AI Agent Developer and Automation Specialist, I engineered "Ava," a custom voice AI for a high-volume call center. The system uses Vapi for real-time voice, Twilio for telephony, and a custom RAG pipeline trained on call logs and company SOPs to provide accurate, human-like support.

The AI agent handles inbound calls, transcribes the conversation, and uses an AI automation layer to analyze and categorize the customer's needs. This system dramatically reduced the load on the human support team and cut operational time by 60%, showing how I can deliver end-to-end voice AI solutions that solve real business bottlenecks.

Skills and deliverables Automation AI Agent Development AI Chatbot Voice & Tone Guidelines Agent GPT

As an AI Agent Developer and Automation Specialist, I designed and deployed "Ava," a custom voice assistant for a call center client overwhelmed by thousands of daily support calls. This intelligent agent was created to not only handle calls accurately but also to automate the follow-up processes, freeing up the human team to focus on complex issues. This project showcases my ability to create full-stack voice AI solutions that are scalable, production-ready, and deliver a massive impact on operational efficiency.

The client's support team was a major bottleneck. The goal was to create a conversational AI that could act as the first line of defense, handling the majority of inbound queries effectively.

My mission was to create a system that could-

Handle high volumes of inbound support calls 24/7.

Transcribe and analyze conversations to automatically categorize issues.

Maintain a consistent and friendly brand voice in its interactions.

Seamlessly escalate complex queries to a human agent when needed.

Real-Time Conversational AI using Vapi for low-latency, natural-sounding voice interactions.

Twilio Integration for robust and scalable telephony management.

Custom RAG Pipeline trained on a large dataset of past call recordings and company SOPs, ensuring the AI provides accurate, context-aware answers.

AI-Powered Response Filtering that analyzes transcribed calls and automatically routes tasks or information to the correct department.

Advanced Speech-to-Text & Text-to-Speech capabilities, fine-tuned for clarity and style adaptability.

Automated Escalation Triggers that intelligently identify when a caller is frustrated or has a query outside the AI's scope, instantly passing the call to a live agent.

Voice AI- Vapi

Telephony- Twilio

LLM & RAG- Custom fine-tuned models, RAG pipeline

Automation- Zapier & Custom Python Scripts

Cloud- Deployed on a scalable cloud infrastructure (GCP/AWS)

Database: MongoDB for logging and analysis

This solution is perfect for businesses looking to-

Drastically reduce customer wait times in their call centers.

Offer 24/7, instant customer support without scaling their human team.

Automate inbound lead qualification or information gathering over the phone.

Filter and categorize support requests before they reach a human agent.

This project proves my ability to get a job done right by-

Creating reliable, full-stack voice AI solutions that handle real-world complexity.

Integrating RAG to ensure the AI is an expert on your business, not just a generic bot.

Designing intelligent automation that delivers measurable ROI by cutting operational costs (like the 60% reduction seen here).

Going beyond a simple chatbot to engineer a complete operational tool.

If your support team is overwhelmed and you're looking for an AI solution that actually works, I can get it done—reliable, scalable, and ready to make an impact.