Voice AI & Conversational Interfaces
Natural voice and chat experiences for customer service, bookings and field operations — connected to the systems that hold the answers.
Learn moreSolution blueprint
A voice agent for high-volume customer enquiries
How we deliver a voice agent that resolves routine status and booking calls, and hands complex calls to people with full context.
Logistics & Supply Chain
This blueprint describes our typical approach to this kind of problem. It is not an account of a specific client engagement, and outcomes depend on each organisation's data, systems and goals.
The challenge
Contact centre teams face long queues at peak times, with a large share of calls asking for delivery status or simple booking changes that could be handled automatically.
Outcomes we measure
- Share of eligible calls resolved without transfer
- Average wait time at peak periods
- Customer satisfaction for automated calls
- Agent time recovered for complex enquiries
Our approach
- 01
Analyse call reasons and select journeys suitable for automation.
- 02
Integrate the agent with the transport management system for live status and booking changes.
- 03
Design disclosure, verification and escalation paths with the contact centre team.
- 04
Test with recorded call scenarios covering accents, background noise and interruptions.
- 05
Launch to a share of traffic first, then expand as quality targets are met.
Architecture
Solution architecture
- Layer 1
Telephony
SIP trunk or cloud contact centre with warm transfer
- Layer 2
Speech
Streaming speech recognition and natural voice synthesis
- Layer 3
Agent
LLM with tools for status lookup and booking changes
- Layer 4
Guardrails
Caller verification, topic limits and escalation triggers
- Layer 5
Analytics
Call summaries, intent trends and quality sampling
Related
Related solutions
AI Agents & Copilots
Agents that take action across your tools — triaging requests, drafting responses and completing multi-step workflows with human oversight.
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