Voice agent that handles 60% of front-desk calls

The problem

A boutique hotel chain was missing 1 in 4 calls outside business hours.

The solution

A voice agent that handles reservations, FAQs, and basic guest requests — with smart escalation to a human when intent or sentiment requires it.

Approach

The agent runs to a strict latency budget. Anything above 800ms breaks the conversation, so every call path is profiled and cached.

Detail

Escalation isn't a hack — it's a first-class feature. The agent summarizes the call to the human before the transfer completes.

Sample evaluation harness

// evals/extraction.eval.ts
import { runEval } from "./harness";
import { invoiceCases } from "./cases";

await runEval({
  name: "invoice-extraction",
  cases: invoiceCases,
  judge: "strict-json-schema",
  passThreshold: 0.95,
});