Hospitality & Payments

PayFacto

Bilingual AI voice agent for a North American payment processor

Up to 100

Concurrent Calls Supported

A production voice AI system for a leading hospitality payment processor - handling inbound calls with natural-sounding agents, automatic French/English language detection, dynamic knowledge retrieval, and intelligent routing across six departments.

The Problem

High inbound call volumes overwhelming a lean support team
Bilingual requirement (French + English) across Quebec and North America
No after-hours call coverage - missed calls leading to lost revenue
Expensive legacy answering services with no AI capabilities

Our Solution

We deployed a production voice AI system that handles inbound calls with natural-sounding agents using LiveKit and SIP telephony. The system auto-detects caller language (French or English), resolves queries from a dynamic knowledge base covering products and services, and intelligently routes complex calls to the right department - with real-time transcription, call analytics, and comprehensive observability.

What We Delivered

AI voice agents with natural speech via Deepgram STT + ElevenLabs TTS

Automatic French/English language detection and switching

Dynamic RAG knowledge base with auto-refresh

Intelligent call routing across 6 departments

SIP trunk integration via Twilio for carrier-grade telephony

Call transcription, analytics, and cost tracking

ROI & Impact

Up to 100

Concurrent calls supported per instance

24/7

Bilingual inbound call coverage

<2s

AI voice response latency

Departments with intelligent routing

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