AI BriefingWhat Is AI Calling
Key point
AI Calling is a next-generation calling technology that combines LLMs with voice technology to have natural conversations with customers.
Details
AI Calling is a technology that uses artificial intelligence to make or receive phone calls and have natural conversations with customers. While existing IVR (Interactive Voice Response) systems worked by selecting from predetermined menus, the key point of AI Calling is that it can understand real-time conversation and respond appropriately based on context.
This technology can be used not only for simple customer support but also for improving sales processes and automating outbound calls. In fact, Klarna adopted an AI calling system and achieved a 10x increase in customer support resolution speed.
The AI Calling pipeline consists of the following four core components:
- Speech to Text (STT): Converts the user's voice into text, handling accents and speaker separation as well.
- Large Language Model (LLM): Analyzes the converted text to generate an appropriate, context-aware response.
- Text to Speech (TTS): Converts the generated text into a natural, human-like voice.
- Telephony and Deployment Channels: Handles call connectivity and actual service deployment.
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