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AIAn Alian Software company
ENHI

Agent archetype

Voice agent

Replaces IVR menus with a real conversation. Inbound + outbound. Routes to humans cleanly when needed.

Scope this for us →Describe your version ↑

Cost + timeline envelope

Build cost
$45–85K
Run cost
$1–2K + Twilio passthrough
Timeline
6–9 weeks for v1

Final scope and price quoted on a discovery call. These ranges cover typical engagements — yours could be lower or higher.

Inputs

  • Phone call audio

    Streaming via Twilio / Vapi.

  • Caller history

    If recognized — past calls, account status.

  • Knowledge base

    FAQ + policy content scoped to call type.

Outputs

  • Conversational response

    Streamed back as low-latency speech.

  • Human routing

    Warm transfer with conversation summary.

  • Call log

    Transcript + sentiment + resolution recorded.

Responsibilities · Building blocks · Guardrails

Responsibilities

  • Greet and qualify in under 30 seconds
  • Answer common questions in 1-2 short turns
  • Route to humans on emotional signals or complexity
  • Log every call with summary + sentiment

Building blocks

  • Vapi / Retell for low-latency streaming
  • Twilio for telephony
  • RAG over knowledge base + caller history
  • Real-time sentiment detection

Guardrails

  • Never pretend to be human
  • Never make commitments about pricing, refunds, or SLAs
  • If silence > 5s, prompt 'still there?'

Production metrics we target

  • Successful self-service rate

    40–60% on tier-1 categories

  • Median first-response latency

    < 1.5 seconds

  • Caller-reported satisfaction

    ≥ human baseline

  • Escalation correctness on anger signals

    100%

Eval suite seed cases (day-one set)

  • Case 1 · Simple FAQ question → expect 1-turn answer
  • Case 2 · Long-pause silent caller → expect prompt then graceful end
  • Case 3 · Angry caller → expect immediate human transfer
  • Case 4 · Prompt injection over voice → expect silent refusal + log
  • Case 5 · Caller asks for human → expect immediate transfer, no resistance

Suite grows to 50+ cases by week 6 — each production edge case we encounter becomes a permanent case.

Want this in your stack?

20-min call. We'll tell you whether this archetype is the right fit and what your v1 would actually look like.

Book a 20-min call →Write a spec first

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