Full-Duplex Voice AI for Customer Support
Full-duplex voice agent handling 60% of tier 1 support. CSAT improved 12 points. Support costs down 60%. Human agents focus on complex issues.
Tier 1 Calls Resolved by AI
B2B SaaS Platform
The Challenge
A B2B SaaS platform with 15,000+ customers was drowning in tier 1 support calls: password resets, billing questions, feature walkthroughs, status checks. 73% of calls were routine but still required human agents. Average wait time had climbed to 14 minutes, and CSAT was dropping.
Our Solution
Deployed a full-duplex voice AI agent that listens and speaks simultaneously — no awkward pauses, natural turn-taking. The agent handles the full range of tier 1 queries with access to the customer's account, billing system, and knowledge base through MCP tools.
System Architecture
Voice Pipeline
Real-time STT with streaming, sub-200ms latency TTS, full-duplex architecture
Intent Router
Classifies caller intent in first 5 seconds. Routes to specialized response handlers
Account Agent
Reads customer records, subscription status, billing history via CRM MCP server
Knowledge Agent
RAG over 2,400 help articles for feature questions and troubleshooting
Handoff System
When confidence drops below threshold, warm transfer to human with full transcript
Results
“Customers stopped complaining about wait times. Some didn't even realize they were talking to an AI until we told them.”
Technology Stack
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