Microsoft costumer support saar

> What is the application of this?

spammers, scammers and horrible customer support lines.

I've generally observed latency of 500ms to 1s with modern LLM-based voice agents making real calls. That's good enough to have real conversations.

I attended VAPI Con earlier this year, and a lot of the discussion centered on how interruptions and turn detection are the next frontier in making voice agents smoother conversationalists. Knowing when to speak is a hard problem even for humans, but when you listen to a lot of voice agent calls, the friction point right now tends to be either interrupting too often or waiting too long to respond.

The major players are clearly working on this. Deepgram announced a new SOTA (Flux) for turn detection at the conference. Feels like an area where we'll see even more progress in the next year.

Been experimenting with having a local Home Assistant agent include a qwen 0.5B model to provide a quick response to indicate that the agent is "thinking" about the request. It seems to work ok for the use case, but it feels like it'd get really repetitive for a 2 way conversation. Another way to handle this would be to have the small model provide the first 3-5 words of a (non-commital) response and feed that in as part of the prompt to the larger model.

Just try Gemini Live on your phone. That's state of the art

Absolutely not.

500-1000ms is borderline acceptable.

Sub-300ms is closer to SOTA.

2000ms or more means people will hang up.

Microsoft Foundry's realtime voice API (which itself is wrapping AI models from the major players) has response times in the milliseconds.

No, there are models with sub-second latency for sure

Sesame was the fastest model for a bit. Not sure what that team is doing anymore, they kind of went radio silent.

https://app.sesame.com/

One easy way to build voice agents and connect them to Twilio is the Pipecat open source framework. Pipecat supports a wide variety of network transports, including the Twilio MediaStream WebSocket protocol so you don't have to bounce through a SIP server. Here's a getting started doc.[1]

(If you do need SIP, this Asterisk project looks really great.)

Pipecat has 90 or so integrations with all the models/services people use for voice AI these days. NVIDIA, AWS, all the foundation labs, all the voice AI labs, most of the video AI labs, and lots of other people use/contribute to Pipecat. And there's lots of interesting stuff in the ecosystem, like the open source, open data, open training code Smart Turn audio turn detection model [2], and the Pipecat Flows state machine library [3].

[1] - https://docs.pipecat.ai/guides/telephony/twilio-websockets [2] - https://github.com/pipecat-ai/pipecat-flows/ [3] - https://github.com/pipecat-ai/smart-turn

Disclaimer: I spend a lot of my time working on Pipecat. Also writing about both voice AI in general and Pipecat in particular. For example: https://voiceaiandvoiceagents.com/

I developed a stack on Cloudflare workers where latency is super low and it is cheap to run at scale thanks to Cloudflare pricing.

Runs at around 50 cents per hour using AssemblyAI or Deepgram as the STT, Gemini Flash as LLM and InWorld.ai as the TTS (for me it’s on par with ElevenLabs and super fast)

Technically yes, twilio has sip trunks.

Voice-controlled phone systems are hugely rage-inducing for me. I am often in loud setting with background chatter. Muting my audio and using a touchtone keypad is so much more accurate and easy than having to find a quiet place and worrying that somebody is going to say something that the voice response system detects.

One problem is once you’re in deep building a phone IVR workflow beyond X or Y (yes, these are intentional), callers don’t care about some deep and featured input menu. They just mash 0 or pick a random option and demand a human finish the job and transfer them - understandably.

When you’re committed to phone intent complexity (hell), the AI assisted options are sort of less bad since you don’t have to explain the menu to callers, they just make demands.

The problem here is that if it's something a voice assistant can solve, I can solve it from my account. I'm calling because I need to speak to an actual human.

Well, the future is here: https://www.youtube.com/watch?v=HbDnxzrbxn4

I was more thinking I could add it to my Asterisk server to honey-pot the spam callers into an infinite time waster cycle.

I’m honestly surprised it hasn’t been more prevalent yet. I still get call centre type spam calls where you can hear all the background noise of the rest of the call centre.