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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