1- Customer support hotlines
2- Appointment scheduling
3- Order status inquiries
4- Surveys and feedback
5- Outbound calling
6- IVR replacement

1- Smart speakers
2- In-app voice
3- Hands-free devices
4- Accessibility features
5- Voice search

1┌─────────────┬────────────┬────────────┬───────────┐
2│ Platform    │ Complexity │ Cost       │ Best For  │
3├─────────────┼────────────┼────────────┼───────────┤
4│ Bland.ai    │ Low        │ Per minute │ Quick MVP │
5│ Retell.ai   │ Medium     │ Per minute │ Custom    │
6│ Vapi        │ Medium     │ Per minute │ Flexible  │
7│ Twilio + AI │ High       │ Components │ Full ctrl │
8└─────────────┴────────────┴────────────┴───────────┘

1All-in-one phone AI:
2✅ No coding required
3✅ Handles STT/TTS/Agent
4✅ Outbound & inbound
5✅ Easy setup
6 
7Workflow:
81. Sign up
92. Define agent personality
103. Set up phone number
114. Configure conversation
125. Go live

1Customizable phone agents:
2✅ Custom voices
3✅ LLM integration
4✅ Real-time responses
5✅ Analytics
6 
7Best for:
8- Custom experiences
9- Brand voice requirements
10- Complex conversations

1Developer-friendly:
2✅ API-first design
3✅ Flexible configuration
4✅ Multiple LLM options
5✅ Webhook integrations
6 
7Best for:
8- Developers
9- Custom integrations
10- Complex logic

11. Create Bland.ai account
22. Get API key
33. Claim phone number
44. Configure in dashboard

1Agent configuration:
2{
3  "name": "Support Assistant",
4  "task": "Handle customer inquiries about orders",
5  "voice": "natural_female",
6  "model": "gpt-4o-mini",
7  "first_sentence": "Hi, thanks for calling! How can I help?",
8  "wait_for_greeting": false
9}

1System prompt:
2"You are a customer support agent for ABC Store.
3 
4Handle:
5- Order status inquiries
6- Return requests
7- General questions
8 
9Rules:
10- Be friendly and concise
11- Ask for order number to check status
12- Transfer to human for complaints
13- Never give refunds directly"

1Define what agent can do:
2 
3{
4  "tools": [
5    {
6      "name": "check_order",
7      "description": "Check order status",
8      "parameters": {
9        "order_number": "string"
10      },
11      "webhook": "https://api.store.com/orders"
12    },
13    {
14      "name": "transfer_to_human",
15      "description": "Transfer to human agent"
16    }
17  ]
18}

1Testing:
21. Use test call feature
32. Check conversation flow
43. Verify tool calls
54. Test edge cases
6 
7Deploy:
8- Assign phone number
9- Configure business hours
10- Set up voicemail
11- Enable call recording

11. Create account
22. Create agent
33. Configure:
4   - Voice selection
5   - LLM settings
6   - Prompts
7   - Functions
84. Get phone number
95. Test and deploy

1{
2  "llm_websocket_url": "wss://api.retellai.com/llm",
3  "voice_id": "11labs-Rachel",
4  "agent_name": "Support Agent",
5  "response_engine": {
6    "type": "retell-llm",
7    "llm_id": "your_llm_id"
8  },
9  "boosted_keywords": ["order", "refund", "tracking"],
10  "ambient_sound": "coffee-shop"
11}

1When agent needs to take action:
2 
3{
4  "name": "schedule_appointment",
5  "description": "Schedule appointment for customer",
6  "parameters": {
7    "date": {"type": "string"},
8    "time": {"type": "string"},
9    "service": {"type": "string"}
10  }
11}
12 
13Agent says:
14"Let me schedule that for you..."
15Triggers webhook → Book in calendar
16"Done! You're booked for Tuesday at 2pm."

1Good opening:
2"Thanks for calling ABC Company! 
3I'm your AI assistant. 
4How can I help you today?"
5 
6Elements:
7- Company name
8- Set expectations (AI)
9- Open-ended question

1Structure:
21. Understand request
32. Gather needed info
43. Take action or provide info
54. Confirm completion
65. Ask if anything else
7 
8Example:
9User: "I want to check my order"
10Agent: "I'd be happy to help! 
11        What's your order number?"
12User: "12345"
13Agent: [checks API]
14        "Your order #12345 shipped yesterday.
15        Tracking number is ABC123.
16        Is there anything else?"

1Good closing:
2"Thanks for calling ABC Company!
3Have a great day!"
4 
5Include:
6- Thank user
7- Summarize if needed
8- Friendly goodbye

1Always confirm critical info:
2 
3"Just to make sure I have this right,
4your order number is 1-2-3-4-5?"
5 
6"You want to reschedule to Tuesday at 2pm,
7is that correct?"

1Allow users to interrupt:
2- User speaks over agent
3- Agent stops and listens
4- More natural conversation
5 
6Configure in platform settings

1Detect frustration:
2- Raised voice
3- Negative words
4- Repeated requests
5 
6Response:
7"I understand this is frustrating.
8Let me transfer you to someone 
9who can help immediately."

1Handle silence:
2After 5 seconds:
3"Are you still there?"
4 
5After 10 seconds:
6"I haven't heard from you.
7Please say something or 
8I'll need to end the call."

1Can't understand:
2"I'm having trouble hearing you.
3Could you move somewhere quieter?
4Or I can send information via text."

1Webhook when call ends:
2 
3{
4  "call_id": "123",
5  "duration": 180,
6  "status": "completed",
7  "transcript": "...",
8  "call_summary": "Customer checked order status",
9  "actions_taken": ["check_order"],
10  "sentiment": "positive"
11}
12 
13Workflows:
14- Log to CRM
15- Send follow-up email
16- Create ticket if needed
17- Update database

1During call, agent can:
2- Query databases
3- Update records
4- Send SMS
5- Create tickets
6- Book appointments
7 
8Via webhook integrations

1Key metrics:
2- Call volume
3- Average duration
4- Resolution rate
5- Transfer rate
6- Sentiment score
7- Top intents

11. Review call transcripts
22. Identify failures
33. Update prompts/flows
44. Monitor improvement
55. Repeat