Reference architecture
IllustrativeVoice assistant for appointment changes with warm hand-off
A reference architecture for a phone assistant that handles bookings and transfers complex calls with a summary.
Illustrative scenario. Not a completed client engagement. It describes how we would approach the problem; no client, results or quotes are implied.
/ 01Problem
The situation
A service organisation’s phone lines are congested every morning with appointment changes that take staff a few minutes each, while urgent calls wait.
/ 02Baseline
Measuring before building
Call reason codes and durations from the telephony system establish the share of calls that are simple booking changes.
/ 03AI architecture
Architecture snapshot
- SIP connection to contact-centre platform
- Disclosure and recording notice
- Streaming recognition
- Low-latency synthesis
- Barge-in handling
- Intent detection
- Identity verification steps
- Booking actions via scheduling API
- Transfer with structured summary
- Immediate transfer for urgent or sensitive topics
- Transcript review with redaction
- Containment and satisfaction tracking
/ 04Delivery
How it would be delivered
- 1
Call analysis
Classify recorded calls to size the opportunity and collect test utterances.
- 2
Build and test
Dialogue and actions tested with scripted and recorded calls across accents.
- 3
Limited hours pilot
Assistant answers in off-peak hours first with immediate transfer available.
/ 05Outcome measures
What would be measured
- Task completion for booking changes
- Transfer rate and reasons
- Caller satisfaction
- Wait time for urgent calls
Limitations
- Clinical or urgent queries always transfer to staff.
- Latency and accent coverage must be validated with real callers.
No results are claimed for this scenario. Targets would be set from the measured baseline in a real engagement.
/ 06Client quote
Illustrative scenarios do not carry client quotes.
Related solutions
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