← Back to AI Lab index

Phone Agent

Project ID: AI-003 · Stage: Controlled production beta with lab partners

Mission Profile

The Phone Agent is a conversational concierge that fields inbound calls, answers routine questions, and routes high-priority conversations to human staff. It blends speech recognition, large language model reasoning, and calendar/CRM automation into a compliant, monitored pipeline.

Core Capabilities

  • Call classification: Real-time detection of caller intent with configurable confidence thresholds for escalation.
  • Action execution: Integrations with Google Workspace, Office 365, and Salesforce schedule follow-ups, log case notes, and trigger workflows.
  • Tone and compliance guardrails: Style prompts reference brand voice while a deterministic policy layer enforces restricted topics, mandatory disclaimers, and fallback routing.

Interaction Flow

  1. SIP gateway ingests the call and records consent while the agent greets the caller.
  2. Streaming ASR produces token-level transcripts; intent classifier updates state machine slots.
  3. Reasoning layer generates the next utterance, which passes through safety filters before TTS playback.
  4. Post-call, structured notes and action summaries sync to the CRM, and quality metrics log to the analytics warehouse.

Monitoring & Evaluation

  • Live dashboards: Provide per-call transcripts, sentiment charts, and escalation stats for supervisors.
  • Red team scenarios: Weekly injection of adversarial prompts to verify guardrail integrity.
  • A/B experiments: Compare new prompt templates against baseline to measure booking rate lift and handle time reduction.

Security & Privacy

  • Calls are encrypted end-to-end; transcripts are retained for 30 days with automated PII scrubbing.
  • Human reviewers access only anonymized excerpts during QA, with dual-control approvals for exporting data.
  • Compliance pack includes SOC 2-aligned controls and documented incident response runbooks.

Next Milestones

  1. Expand language coverage to Spanish and French with locale-specific tone packs.
  2. Launch proactive callback capability tied to the lab’s marketing automation engine.
  3. Integrate agent performance metrics into the shared Lab operations scorecard.

Collaboration Signals

  • Program sponsor: Customer Experience Studio
  • Primary engineer: Conversational AI Lead
  • Contact: lab@jessicawiedeman.com

Document updated: 2024-05-12