A Gulf telecom operator - Conversational voice AI

المشكلة

Customers needed natural voice support across account, billing, usage, package, and sales journeys. Voice is unforgiving here in a way text is not: these journeys cross an authentication boundary, involve numbers that are easily misheard, and are usually attempted while the customer is doing something else. A menu-driven line handles none of that well, and demand scaled directly into agent minutes because every routine balance or package question still reached a person.

ما بنيناه

We built the service on a real-time speech model and a telephony provider for phone and browser conversation, with separate pre- and post-authentication states, spoken number confirmation, security questions, and business tools wired into the flow.

ما توقّف عليه

A voice agent is judged in the spaces between answers - interruptions, silence, misheard digits, changes of intent - so turn management and graceful recovery were treated as core product behaviour rather than polish. Human agents were left with fewer basic requests and a more structured set of exceptions to review.