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Air India Voice Bot Platform

Not an IVR: a stateful voice agent over FreeSWITCH. The defining design decision was that outbound media and inbound playback are handled by two different mechanisms for precise control.

PeriodReal-time telephony AIStatusCase studyAreaLLM & Agents

Air India Voice Bot Platform visual

Highlights

  1. mod_audio_fork streams live caller audio out to an external bot stack (STT → NLU → dialogue state).
  2. ESL (Event Socket Layer) drives the return path: the bot renders a TTS file and a watcher commands FreeSWITCH to play it on the live channel.
  3. Stateful NLU: intent recognition, entity extraction, slot-filling, and multi-turn dialogue continuity.
  4. Workflow layer maps intents to airline business-API sequences with validation and conversation-friendly outcomes.