A real-time voice agent for the support line

The situation

The support line handled a steady stream of calls that followed familiar patterns: troubleshooting questions with known answers, and follow-up that someone had to remember to send.

What we did

We built a voice agent integrated with the telephony system. A real-time layer handles the hard parts of a live conversation: background noise, barge-in, interruptions and detecting when someone is speaking. The agent works through troubleshooting questions, then sends a follow-up email.

It runs on Azure and Microsoft 365, with a lightweight agent layer that decides which tools to use and calls them. A dashboard shows how calls are going.

What changed

At launch, about 5% of calls were completed by the agent. After one month, 30% were completed and followed up, with positive sentiment. The dashboard also showed where the knowledge was thin, so content could be added exactly where it was missing.

Why it matters

The agent got better because the gaps were visible. Measuring what it could not answer turned the first weeks into a steady improvement, not a disappointment.