Voice AI & Voice Bot Development
Build intelligent voice AI systems powered by Twilio, Amazon Lex, and Amazon Polly — from phone-based IVR bots to real-time voice applications.
Most of the voice bots we build start as a single use case — an after-hours receptionist, an appointment line, an order-status IVR — then expand once the first one proves out. You can see what that looks like end to end in our voice AI project work, or read how we approach the underlying Twilio and Amazon Lex architecture. If you're weighing a conversational bot against your existing phone tree, our breakdown of voice chatbots vs. IVR covers the tradeoffs. And when the phone is just one channel among several you want an AI to handle — chat, email, scheduling — that's the territory of AI agents.
Frequently asked questions
What is voice AI?+
Voice AI uses speech recognition and natural language processing to let users interact with applications by speaking instead of typing. Examples include voice bots, IVR systems, and voice assistants.
How does Twilio voice AI work?+
Twilio Voice connects phone calls to AI backends. We use Twilio with Amazon Lex or custom NLP to build voice bots that handle inbound/outbound calls, answer questions, and route callers.
Can you build a voice bot that works over phone calls?+
Yes. We build phone-based voice bots using Twilio Voice and Amazon Lex that handle inbound calls, answer FAQs, collect information, and escalate to human agents.
Do you use Amazon Lex for voice AI?+
Yes. Amazon Lex provides automatic speech recognition (ASR) and NLU for building voice interfaces. We integrate it with Twilio, Alexa, and custom voice applications.
What happens when the voice bot cannot understand a caller?+
If the bot fails to recognise an intent after two or three attempts, it routes the caller to a human agent, and callers can say "speak to someone" at any point to escalate immediately. A well-built system passes the conversation transcript to the receiving agent so the caller does not have to repeat anything.
Is Amazon Lex or a GPT-based voice solution better for phone bots?+
For structured, task-completion calls such as booking an appointment or checking an order, Lex is reliable and costs less per call. For open-ended conversations where intent is unpredictable, an LLM layer makes sense, but it adds latency, cost, and more complex guardrails. Most business use cases work best with Lex handling structured intents and an LLM only for genuine free-text edge cases.
How long does it take to build a production voice bot?+
A simple bot with one or two intents and no backend integration can be deployed in two to three weeks. A production system with appointment booking, CRM writes, and a human escalation path typically takes six to ten weeks including QA and call testing, plus a few weeks of tuning on real call data after launch.
Can the voice bot connect to our CRM or booking system?+
Yes, as long as your system exposes an API (REST or GraphQL) that responds quickly enough to keep the conversation natural. Common integrations include Salesforce, HubSpot, Google Calendar, and custom booking systems, and each integration is scoped as part of the project plan.
Who leads this work
AI Solutions & Systems Architect
Designs the real-time voice architecture behind our voice agents — telephony, streaming speech, the agent and its tools — including AIVA, our AI receptionist.