AI Voice Call Assistant
VoiceMate AI was developed to automate voice-based communication by enabling an intelligent AI agent that answers customer calls, interacts naturally, and handles inquiries or orders efficiently. The goal was to create a scalable, multilingual voice system that improves customer response time and operational productivity.
Reduction in Human Agent Dependency
Faster Response Time for Customer Inquiries
Cost Optimization through AI Automation
Integration with Microsoft 365 Ecosystem
Quick Project Snapshot
Greece
AI Voice Automation
Enterprise Automation Module
Agile
Client overview
VoiceMate AI is an intelligent voice automation system that uses conversational AI to handle customer calls within Microsoft Teams and Azure Communication Services. It recognizes user intent, processes orders or inquiries, and routes calls intelligently — reducing manual workload while ensuring fast, human-like communication.
Converses naturally using ElevenLabs’ human-like voice synthesis.
Detects customer intent through real-time speech analysis.
Adapts tone, phrasing, and flow dynamically based on conversation.
Automatically joins inbound calls from Azure Communication Services.
Identifies whether the call is for an order, inquiry, or escalation.
Executes corresponding workflows autonomously.
Collects essential order details like name, contact, and product info.
Generates structured email summaries with call recording links.
Deletes stored recordings after 15 days for compliance.
Recognizes multiple inquiry categories (sales, accounts, support, etc.).
Transfers calls to respective Teams queues or departments instantly.
Disconnects once the transfer is complete to prevent duplicate sessions.
Detects specific phrases like “I want to talk to a person.”
Instantly connects the caller to a live agent via Microsoft Teams.
Automatically ends the bot session and stops recording upon transfer.
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Years of Business Experience
Websites Delivered
Mobile Apps Delivered
Repeat Customer
Project Goals
Reduce manual handling and improve efficiency.
Deliver natural, human-like interactions.
Integrate AI voice capabilities into Microsoft systems
Enable GDPR-friendly recording and limited retention.
Challenges & Solutions
Connecting the AI bot to Microsoft Teams’ live calling system was complex because of latency in real-time speech streaming. Ensuring uninterrupted conversation flow was critical for user trust.
Configured a Session Border Controller (SBC) with a dedicated number for direct routing to Azure Communication Services (ACS). An AI Bot Service handles calls, triggering real-time events via WebSocket to the AI backend. Integrated ElevenLabs for TTS/STT processing, enabling natural voice interaction through Azure SDK APIs. This setup ensures smooth, low-latency AI-to-user conversations with dynamic, human-like responses.
Early prototypes produced robotic responses that lacked emotion and contextual depth, making interactions feel artificial.
Adopted ElevenLabs’ conversational voice model, which uses tone modulation and contextual phrasing to mimic natural speech. The AI now adapts tone dynamically based on customer sentiment, ensuring a human-like experience.
Voice recordings and customer information had to comply with GDPR without affecting operational convenience.
Configured OneDrive for encrypted temporary storage with a 15-day auto-deletion policy. This kept all recordings accessible for short-term reference while maintaining strict data privacy compliance.
Tech Stack Used
Empowering Businesses to Lead the Digital Era
We deliver end-to-end digital solutions that accelerate growth, optimize performance, and inspire innovation.
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