15 / CUSTOMER ENGAGEMENT / AI VOICE CALLING

Multi-tenant platform that runs AI voice agents over real phone lines — outbound campaigns and inbound reception, both handled by the same conversational AI.

Client: Enterprise pilots across fashion retail, distribution, and steel manufacturing

Tags: Voice AI · Telephony · Conversational AI · Multi-Tenant · Compliance

// Problem

Outbound calling and inbound reception ran on separate systems, neither able to scale past a human call center's capacity. Every enterprise client needed its own phone numbers, its own KYC-verified telephony account, and its own conversation logic — without waiting on a shared platform team to configure it.

// Our Solution

A multi-tenant platform where AI voice agents run outbound campaigns and answer inbound calls over real phone lines. Conversational AI is bridged directly into carrier-grade telephony in real time, and every organization gets its own compliance-verified telephony account, self-serve and fully isolated from every other tenant. Conversation logic is written once as a structured flow, validated by AI, and reused across every call the agent takes.

// Technical Details

Real-Time Voice Bridge

A WebSocket bridge relays full-duplex audio between the telephony carrier and the conversational AI engine live, resampling and re-encoding audio between each system's native format in 20ms frames so turn-taking stays natural.

Multi-Tenant Telephony

Each organization gets its own carrier sub-account, funded independently and billed to its own wallet, provisioned automatically the first time it completes KYC. Phone number search and purchase is fully self-serve, with every organization's numbers, agents, and calls isolated from every other tenant.

KYC Compliance Enforcement

Verification happens on the carrier's own hosted widget, never through this app directly. A background task enforces a 7-day compliance deadline and blocks organizations that miss it, backed by a second reconciler that independently re-checks in-flight verifications — status is always re-verified server-side, never trusted from a webhook body or redirect parameters.

AI-Validated Conversation Flows

Conversation logic is authored as a structured flow configuration and converted into the agent's operating instructions by an LLM, with a second AI validation pass checking the flow for structural and logical issues before it's allowed to go live.

Campaign Execution & Custom Integrations

Outbound campaigns run as background jobs that dial down a contact list, track each contact's status, and retry failed connections automatically. Client-specific integrations — like pushing AI-sourced leads straight into a client's own CRM — are built per engagement on top of the same core platform.