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

Client Location

Greece

Industry

AI Voice Automation

Business Model

Enterprise Automation Module

Methodology

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.

Key Features

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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Technource brings innovation, design, and technology together to build products that scale and inspire user trust.

Years of Business Experience

Websites Delivered

Mobile Apps Delivered

Repeat Customer

Project Goals

Automate Customer Calls

Reduce manual handling and improve efficiency.

Ensure Seamless Voice Experience

Deliver natural, human-like interactions.

Streamline Data Flow

Integrate AI voice capabilities into Microsoft systems

Maintain Security & Compliance

Enable GDPR-friendly recording and limited retention.

Challenges & Solutions

Integration with Microsoft Teams & ACS

Challenge

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.

Solution

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.

Achieving Natural, Context-Aware Conversations

Challenge

Early prototypes produced robotic responses that lacked emotion and contextual depth, making interactions feel artificial.

Achieving Natural, Context-Aware Conversations

Solution

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.

Ensuring Data Security and Compliance

Challenge

Voice recordings and customer information had to comply with GDPR without affecting operational convenience.

Solution

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.