Projects / AI Voice Agent (Shining Image)

AI Voice Agent (Shining Image)

Answers calls, books jobs, and hands off to humans when needed. Live on Twilio SIP with transcripts to CRM.

AgentsVoiceTwilioLLM

Key metrics

greeting→first response (p50)

320 ms

ASR + NLU + TTS roundtrip

turn latency (p95)

480 ms

caller → reply (steady load)

containment rate

68%

calls fully handled with no human

handoff rate

18%

routed to human with transcript + intent

booking conversion

39%

was 24% pre-launch (inbound calls)

missed-call reduction

↓62%

4-week pre/post

ASR WER (domain)

6.5%

human-checked sample n=150

intent routing accuracy

93%

task chosen matches human label

avg call cost

$0.014 / min

Twilio + LLM + infra blended

avg cost per booked job

$0.23

includes partial human handoffs

uptime (30-day)

99.95%

active monitoring + healthchecks

Methodology: 4-week pre/post cohort; mixed human grading + automated logs; details available on request.

Problem

Missed calls after hours and during peak windows led to lost bookings and slow callbacks. Staff needed a way to capture jobs 24/7 without creating more admin burden.

Approach

Twilio SIP trunk into Asterisk/FreePBX; DID routing by business hours.
Low-latency NLU + tool calls: FAQ, pricing estimator, availability lookup, booking creation.
Human handoff when confidence < threshold or caller asks; warm transfer with screen-pop and transcript.
Post-call summary + structured notes to CRM; daily call report with failure reasons.

Results

Missed-call rate reduced by 62% in first 4 weeks; bookings captured 24/7.
Booking conversion improved from 24% → 39% (+15pp) on inbound calls.
68% of calls contained end-to-end with no human agent; handoff on the rest with context.
Callbacks time dropped from 2h 11m median → 27m due to captured details and auto-ticket.

Stack

Asterisk/FreePBXTwilio SIPWebSockets (streaming ASR/TTS)Node/TypeScriptPythonLLM function callingPostgresRedis

Responsibilities

Designed call flow & tool APIs (availability, booking, quotes)
Optimized latency path (streaming ASR/TTS; short prompts; caching)
Built handoff protocol + transcript packaging to CRM
Set up monitoring (turn latency, containment, WER, intent accuracy)