Detailed Introduction
Call Center AI is Microsoft’s open-source reference project that shows how to combine Azure Communication Services, Cognitive Services, and OpenAI (gpt-4.1 family) to build phone-capable intelligent agents. The repository includes end-to-end deployment scripts, example configurations, and demo data to quickly validate conversational workflows, recordings, and case handling on Azure.
Main Features
- Supports inbound and outbound calls with a dedicated phone number and real-time streaming of conversations.
- Multi-language and voice tone support, customizable prompts, human agent fallback, and call recording for QA.
- Integrates RAG (AI Search) for secure retrieval of internal documents and generates structured claim/todo items.
- Provides IaC and container images (Bicep / Makefile) for repeatable Azure deployment and scaling.
Use Cases
Suitable for insurance claims, customer support hotlines, and IT help desks that require phone interactions. Use it as a PoC to validate workflows, tune conversational prompts, or as a reference before production hardening. See the demo video for a quick overview.
Technical Features
The codebase is primarily Python with deployment examples in Bicep and container orchestration. The architecture includes real-time audio streaming, STT/TTS, RAG-based retrieval, and LLM orchestration. The repository is a proof-of-concept — production use requires further work on compliance, testing, and security.