AI-Powered Voice Assistant & Ticket Automation for a Telecom Provider

As inbound call volumes increased, expectations shifted toward immediate, personalized assistance at any hour. Existing support models struggled to keep pace with demand while maintaining service quality and structured follow-up.

Audio compatibility issues between telephony systems and AI platforms risked degraded call quality. Calls handled after hours often lacked structured follow-up, causing delays, lost context, and slower resolution

Bobcares was chosen for its ability to:

• Integrate conversational AI into legacy telecom infrastructure.
• Deliver natural voice interactions without disrupting existing PBX systems.
• Automate post-call workflows for accountability and follow-up.
• Design scalable, reliable, production-ready automation platforms.

Real-Time Voice Integration

A custom Python-based AudioSocket bridge was developed to connect Asterisk directly with ElevenLabs using WebSocket communication. This enabled low-latency, two-way audio streaming, allowing natural and uninterrupted voice conversations in real time.

Automatic Caller Identification

Incoming calls triggered a caller identification API that instantly fetched customer details using the phone number. This ensured relevant context was available before the conversation progressed.

Context-Aware AI Conversations

Caller details such as name, organization, DID, and call timestamp were injected into each AI session at startup. This allowed conversations to begin with personalized greetings and context-aware responses from the very first moment.

Professional Audio Experience

Subtle office-style background ambiance was blended into the AI voice output, creating a realistic and professional call experience while avoiding robotic IVR behavior. Audio was converted in real time between telephony and AI formats, ensuring clear, distortion-free sound without introducing latency.

Operational Reliability

The voice bridge operated as a systemd-managed service with automatic restarts, centralized logging, and built-in fault tolerance to ensure continuous availability and stability.

Secure Communication

All AI and internal service communications were secured using authenticated APIs and signed URLs, ensuring data protection and safe integrations across systems.

AI-to-Ticket Automation

To complete the support workflow, AI-driven call handling was seamlessly integrated with Zammad, automatically converting voice interactions into support tickets for human follow-up when needed.

• AI-driven call handling available around the clock.
• Instant caller recognition and contextual conversations.
• Real-time audio streaming and format conversion.
• Automated ticket creation with seamless AI-to-agent handoff.
• Secure API communication and high service reliability.
• Centralized visibility into calls and support outcomes.