Conversational AI / AI Agents
Voice and Chat AI Agents Across Every Channel
Client An organisation with high-volume customer engagement
Jungroo AI built an agent-builder platform for high-stakes customer engagement. It brings SMS, WhatsApp, Telegram and phone calls into one orchestration layer, with voice and chat agents that answer from the organisation's own knowledge base, respond in under a second, and adapt the conversation as it goes.
The challenge
Customer engagement ran on separate systems for SMS, WhatsApp and phone. Rule-based bots could not handle nuanced questions, so more than 70% of conversations were handed to people. Standard cloud voice services also raised data-residency risks for personal information, and could not ground answers in private knowledge bases.
The solution
Jungroo AI built an agent-builder platform for voice and chat:
- Configurable Voice Stack: One interface to configure speech-to-text, the language model and text-to-speech, tuned to the accents and vocabulary of the domain.
- Private Knowledge Grounding: Agents answer from internal documentation and standard operating procedures, not from general knowledge.
- Low-Latency Voice: A voice pipeline tuned for sub-second responses, for natural phone conversations.
- Omni-Channel Sync: Real-time orchestration across WhatsApp, Telegram, SMS and phone, so context carries over between channels.
- Adaptive Conversation Flows: Agent workflows that adjust the conversation path as they learn about the user.
The impact
Impact
| Measure | Before | After |
|---|---|---|
| Workload | Manual, rule-based | About 70% lower |
| Hand-offs to people | Over 70% of conversations | Under 15% |
| Voice response time | Slow and fragmented | Under a second |
| Data residency | Public cloud services | Private, no data leaves |
| Channels | Separate systems | One orchestration layer |