AI Voice Agent Development

Description

We take around 300 appointment calls a day at a chain of diagnostic clinics. Most are booking, rescheduling or asking about preparation instructions. Our reception staff are good at the difficult calls and wasted on the routine ones. We are looking for a voice agent that handles booking and rescheduling over the phone in English and Hindi, and transfers anything else. Latency matters here more than anything else in the brief — a caller will hang up on a two-second pause. Telephony experience is essential; this is not a chat interface with a voice on top. It must also fail safely. If the speech recognition is unsure, or the caller sounds distressed, or the request touches a medical question, it transfers to a person without arguing.

• Build the voice agent on a telephony provider we already use, handling both English and Hindi callers
• Integrate with our appointment system for real availability, booking and rescheduling
• Keep end-to-end response latency low enough that callers do not talk over the agent
• Define and implement the transfer rules — low ASR confidence, medical questions, distress, or explicit request
• Record and store call transcripts in line with patient data requirements

• Voice agent live on a test line, then on the production number after sign-off
• Two-language conversation flows with the transfer rules implemented
• Latency report from a load test at our peak call volume
• Data handling note covering transcript storage and retention