Projects
Funland Voice AI
Inbound calls handled by voice AI, with the outcome written into the system.
The direction is in service. It is a voice product, so there is no interface screen that can be shown publicly — the flow on this page is a demonstration.
The business problem
Most calls to an entertainment centre are the same handful of questions: opening hours, prices, age limits, bookings. At peak times those calls build a queue and an agent’s time goes on repeating the same answers. And a call that is not answered is a customer lost.
The ORMUS role
ORMUS designs the voice dialogue scenarios, sets up the telephony integration, implements transcription and the structured call summary, writes the escalation logic and supports the system.
User journey
Demonstration scenarioThere is no interface screen for this direction that can be shown publicly. The diagram below is a visual explanation of the scenario.
- Step 01
A call arrives
Telephony hands the call to the system.
- Step 02
Speech becomes text
The conversation is transcribed as it happens.
- Step 03
Intent is identified
Classified as a question, a booking or a complaint.
- Step 04
Data is retrieved
Opening hours, a price or an available time slot.
- Step 05
Answer or handover
Anything outside the script goes to a human agent with the context attached.
- Step 06
The outcome is stored
The result of the call is written into the system as a structured record.
Key capabilities
- Automated answering of inbound calls
- Real-time transcription of the conversation
- Intent classification
- Scripted answers
- Escalation to a human agent with context
- A structured call summary
The Funland Voice AI direction is about handling inbound calls with voice artificial intelligence. The system answers routine questions, transcribes the conversation and stores the outcome as a structured record; anything outside the scenario is handed to a human agent. It is the practical application of the ORMUS Voice AI practice.
Architectural approach
The dialogue is built as a state machine: at every step it is defined what the system already knows and what it will ask next. If recognition confidence drops below the threshold, or the intent does not fit the script, the call is passed to an agent without being dropped. The context gathered up to that point appears on the agent’s screen so the caller does not have to repeat themselves.
Security and privacy
How long call records are retained is agreed in advance. The summary keeps only the fields the operation needs. The telephony provider, the numbers and the configuration are not disclosed.
Scope of work
- Designing the voice dialogue scenarios
- Integration with the phone system
- Transcription and a structured call summary
- Escalation to a human agent with context
Technology direction
Speech recognition, dialogue management and telephony integration. Providers and configuration details are not disclosed.
Related services
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API and System Integrations
Systems that talk to each other — without manual copying or overnight scripts.
Need something similar?
Describe your situation briefly and we will work out together how a system like this would fit your processes.