Contact person: AI Call Centre Development

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Location: Tirana, Albania

Budget: Recommended by industry experts

Time to start: As soon as possible

Project description:
"My goal is to launch an end-to-end AI-powered call centre that can confidently handle every phone interaction linked to our digital product line. The system must answer inbound customer support calls, place outbound sales calls, and provide real-time technical assistance without human intervention unless escalation is necessary.

Core expectations
• Inbound customer support: greet callers naturally, identify intent, resolve common questions, escalate edge-cases to a live agent, and log all interactions into our CRM.
• Outbound sales: follow a dynamic script to qualify leads, present offers, handle objections, and close orders or schedule follow-ups.
• Technical assistance: diagnose basic troubleshooting issues for our digital products and walk users through step-by-step solutions.

Beyond voice logic, I’ll need seamless integration with our CRM, ticketing system, email follow-ups, and analytics dashboards for call metrics. Feel free to recommend the best-fit stack—Twilio Voice, Dialogflow, Amazon Connect, or another solution—as long as you can demonstrate a path to reliable speech recognition, intent detection, and natural TTS.

Deliverables
1. Architecture and workflow diagram
2. Prototype IVR / conversational flows for the three use-cases
3. Trained language models or configured NLU intents/entities
4. Integration modules for CRM and ticketing
5. End-to-end deployed environment with test numbers
6. Documentation and hand-over session

There’s no rush; I prefer a solid, scalable build over a quick patch. Let me know your approach, preferred tools, and any similar implementations you’ve completed." (client-provided description)