AI autonomous IVR System

Project Overview:

The AI Call Agent System is an innovative project aimed at revolutionizing customer service and communication by automating call centers. Developed by YITEC CO LTD in collaboration with VAIS, the top Vietnamese ASR (Automatic Speech Recognition) technology provider in Vietnam, the system is designed to autonomously call and answer human inquiries in real-time without the assistance of a human operator. This partnership has enabled the development of a sophisticated call product tailored to the specific needs of enterprises and banks.

By leveraging VAIS’s expertise in ASR technology, the AI Call Agent System can accurately transcribe and understand speech in various dialects and accents, enabling seamless communication with customers across the nation. The system offers a comprehensive solution for enterprises and banks, streamlining customer service operations and ensuring high-quality, efficient support.

Project Objectives:

1. Develop an automated call center capable of auto-calling and answering human inquiries in real-time without human intervention.
2. Develop a comprehensive management dashboard that enables call center administrators to manage AI call campaigns, conduct keyword analytics, and access call transcriptions.
3. Collaborate with VAIS to leverage their ASR technology expertise and create a product that caters to the unique requirements of enterprises and banks in Vietnam.

Techniques and Technologies Used:

1. Natural Language Understanding (NLU) and Natural Language Processing (NLP): Utilized for understanding and quickly responding to human intents, as well as extracting important entities from the conversation.
2. React: A JavaScript library for building user interfaces, used as the front-end development framework.
3. Python FastAPI: A high-performance, easy-to-learn, and fast-to-code web framework, used for back-end development.
4. MongoDB: A highly scalable and flexible NoSQL database employed for data storage and management.
5. Cloudflare Zero Trust: A security solution utilized for securing and segmenting important environments, ensuring the protection of sensitive information and system components.
6. Amazon S3: A scalable and highly available storage service used for storing generated call voice files.

Project Outcomes and Benefits: The AI Call Agent System offers numerous advantages, including:

1. Increased efficiency: Automation of call center operations leads to reduced wait times and faster responses, ensuring a positive customer experience.
2. Cost reduction: By reducing reliance on human operators, the system significantly lowers staffing costs for call centers.
3. Scalability: The system can easily accommodate fluctuations in call volume, ensuring seamless service even during peak periods.
4. Enhanced analytics: The management dashboard provides comprehensive insights into call campaigns, keyword usage, and customer interactions, empowering administrators to make data-driven decisions.
5. 24/7 availability: The AI Call Agent System operates around the clock, providing consistent support to customers, regardless of time or day.
6. Continuous improvement: The AI-driven system continually learns and adapts, enhancing its performance and accuracy over time.
7. Localized support: By collaborating with VAIS, the system is optimized for Vietnamese dialects and accents, enabling effective communication and support for customers throughout the country.