Day 6: Handling Call Routing & Multi-Agent AI Conversations #AIVoiceBot #CallRouting

A fully functional AI-powered call center must route calls dynamically based on the caller’s intent, connect to different AI agents, and escalate to human support when needed. Today, we’ll implement call routing, multi-agent AI handling, and escalation logic in Laravel.

Table of Contents

📞 1. How AI-Based Call Routing Works

An AI call center bot must decide:
✅ Which AI model or agent should handle the request? (e.g., billing, technical support)
✅ Should the AI respond directly or escalate the call?
✅ How to maintain session continuity when switching between AI and human agents?

🔹 Step 1: AI transcribes the voice input (STT).
🔹 Step 2: AI detects intent (e.g., “billing issue”).
🔹 Step 3: The system routes the call to the correct AI agent.
🔹 Step 4: AI generates a response using OpenAI/AWS Lex/Dialogflow.
🔹 Step 5: If needed, the AI bot escalates the call to a human agent.

🔗 More about AI call automation: AWS AI Call Routing

📡 2. Implementing AI Call Routing in Laravel

We’ll route calls based on intent detection and send them to the appropriate AI agent.

📌 Step 1: Define AI Agents for Different Queries

$agents = [
    'billing' => 'BillingAIService',
    'technical_support' => 'TechSupportAIService',
    'general' => 'GeneralAIService',
];

📌 Step 2: AI-Based Intent Detection for Routing

We modify our AIService to detect the caller’s intent and route calls accordingly.

use App\Services\BillingAIService;
use App\Services\TechSupportAIService;
use App\Services\GeneralAIService;

class CallRoutingService
{
    protected $agents = [
        'billing' => BillingAIService::class,
        'technical_support' => TechSupportAIService::class,
        'general' => GeneralAIService::class,
    ];

    public function routeCall($query)
    {
        $intent = $this->detectIntent($query);
        $agentClass = $this->agents[$intent] ?? GeneralAIService::class;

        return (new $agentClass)->handleQuery($query);
    }

    private function detectIntent($query)
    {
        if (str_contains(strtolower($query), ['billing', 'payment', 'invoice'])) {
            return 'billing';
        }
        if (str_contains(strtolower($query), ['technical', 'problem', 'not working'])) {
            return 'technical_support';
        }
        return 'general';
    }
}

🤖 3. Implementing AI Agents for Multi-Agent Conversations

Each AI agent processes queries differently based on its assigned task.

📌 Example: Billing AI Agent

namespace App\Services;

class BillingAIService
{
    public function handleQuery($query)
    {
        return "Your last invoice was paid on March 10. Let me know if you need more details.";
    }
}

📌 Example: Technical Support AI Agent

namespace App\Services;

class TechSupportAIService
{
    public function handleQuery($query)
    {
        return "Please restart your device. If the issue persists, I can escalate this to a technician.";
    }
}

📌 Example: General AI Agent

namespace App\Services;

class GeneralAIService
{
    public function handleQuery($query)
    {
        return "I'm here to help! How can I assist you today?";
    }
}

📢 4. Escalating Calls to Human Agents

If AI detects certain keywords or an unresolved issue, it transfers the call to a human.

📌 Step 1: Check if Escalation is Required

public function needsEscalation($query)
{
    $keywords = ['speak to an agent', 'customer support', 'not resolved'];

    foreach ($keywords as $word) {
        if (stripos($query, $word) !== false) {
            return true;
        }
    }

    return false;
}

📌 Step 2: Route Call to a Human Agent if Needed

use App\Services\CallRoutingService;

public function handleCall(Request $request)
{
    $query = $request->input('query');
    $router = new CallRoutingService();

    if ($router->needsEscalation($query)) {
        return response()->json(['reply' => 'I am transferring you to a human agent.']);
    }

    $response = $router->routeCall($query);

    return response()->json(['reply' => $response]);
}

📊 5. AI Call Routing Workflow: Step-by-Step

✅ Step 1: Customer asks a question.
✅ Step 2: AI detects the intent (billing, technical support, or general).
✅ Step 3: AI routes the call to the appropriate AI agent.
✅ Step 4: AI responds with a relevant answer.
✅ Step 5: If necessary, AI escalates the call to a human agent.

🔗 Learn more about AI call routing: Twilio AI Call Flow

📝 Meta Description

“Enable AI-powered call routing in a Laravel voice bot. Detect customer intent, connect to AI agents, and escalate unresolved issues to human support! #AIVoiceBot #CallRouting”

💡 Next: Day 7 – Enhancing AI Memory for Multi-Turn Conversations #AIVoiceBot #ContextRetention

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