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AI · 2026 · Lead engineer

AI voice & chat agents

Outbound AI phone agents on live lines, and a live-chat agent with human takeover

Live on real phone lines and on two websites; the model and the script were chosen by measurement, not preference.

Private client work: no customer data is shown; the engineering details are mine to share.

Architecture

  • Architecture: lead list, telephony, AI agent, signed webhooks and human transfer

What it is

Outbound AI phone agents for two brands, built on Retell and bridged into the operator's phone system over SIP, with custom tools (for example, sending an SMS mid-call), signed webhooks and warm transfer to a human. Also a live-chat widget with a Grok agent, a queue, human takeover and satisfaction ratings, running on two sites.

Highlights

  • Model chosen on measured latency (0.8 s vs. 1.2 s); script chosen with an A/B test on live calls
  • Built and benchmarked a self-hosted LiveKit / faster-whisper stack, then shelved it on the numbers
  • Persona rules derived from thousands of real support chats