How Aurion.AI resolves IT support calls
From the moment a call comes in to the moment the issue is resolved — here's what happens inside Aurion.AI's AI voice pipeline.
Call Comes In
An employee reaches out — by phone, browser, or app
Three channels, one AI agent. Your existing phone number via Twilio SIP. A WebRTC widget embedded on your intranet. Or the Aurion.AI Support mobile app on iOS & Android. All channels connect to the same LiveKit room.
Twilio SIP / WebRTC Widget / Mobile App → LiveKit Server → LiveKit Room. Audio streaming at 48kHz.
AI Listens
Speech converted to text in real time
Aurion.AI uses OpenAI Whisper for speech-to-text with semantic turn detection — an AI model that understands when the caller has finished their thought, not just when they stop talking.
Audio frames → Silero VAD → OpenAI Whisper STT → Semantic turn detector (Qwen2.5-0.5B).
AI Authenticates
Caller verified with voice-based 2-factor authentication
Before accessing any sensitive information, Aurion.AI verifies the caller's identity using two factors — name recognition (fuzzy matching) and badge ID (bcrypt-hashed).
LLM name extraction → Requester table fuzzy search (80% threshold) → bcrypt badge verification.
AI Resolves
AI understands the issue and takes action
Aurion.AI's LLM understands the caller's intent and uses the right tools to resolve it — searching knowledge bases, creating tickets, walking through solutions step by step.
Claude/GPT with MCP tool calling → JSON-RPC 2.0 sidecar → Freshservice or HaloITSM API.
AI Responds
Natural voice response in under one second
The AI's response is converted to natural speech using Cartesia's neural text-to-speech engine. Four curated neural voices, each localized into all 6 supported languages.
LLM response → Cartesia TTS API → LiveKit audio stream → Phone speaker. Total: <1 second.
Everything Logged
Full visibility in your admin dashboard
Every call generates a complete record: transcript, recording, tool calls, outcome, and analytics. Nothing happens in a black box.
Conversation metadata → PostgreSQL. Recording → S3 (AES256). Analytics → Dashboard API.
See it for yourself
Book a 15-minute demo and watch Aurion.AI handle a real IT support call — end to end.