AI Call Center Intelligence Platform

Overview

AI Call Center Intelligence Platform is an end-to-end conversational AI system designed to automate customer support workflows in call center environments.

The platform converts user speech into text, retrieves relevant organizational knowledge using a RAG pipeline, and generates accurate, context-aware responses using large language models.

It is optimized for reliability, low latency, and response faithfulness.

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Architecture

The system follows a real-time conversational pipeline:

1. Customer speaks through the web interface
2. Audio is transcribed using Whisper
3. Query is embedded and indexed
4. Relevant documents are retrieved from vector storage
5. Retrieved context is passed to the LLM
6. Response is generated and returned
7. Conversation state is preserved

This architecture minimizes hallucinations and improves answer relevance.

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Key Features

Speech-to-Text Processing

• Real-time transcription using Whisper
• Noise filtering and preprocessing

RAG-Based Knowledge Retrieval

• Vector indexing with Milvus Vector DB
• Semantic similarity search
• Context-aware document ranking

Frontend & Backend Integration

• React-based web interface
• Flask API server
• WebSocket-based message routing

Evaluation & Monitoring

• Integrated RAGAs evaluation framework
• Automated faithfulness scoring
• Continuous performance tracking

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API Endpoints

Core Endpoints

// Conversation
POST /api/transcribe - Convert speech to text
POST /api/respond - Generate response