Syntell.ai's AI Voice Agent: Empowering Smarter Customer Care

Isra Trading LLC, a leading UAE-based distributor of F&B, construction materials, and OTC medicines, approached Innofied with a clear objective: to automate high volumes of customer calls using AI that could respond as naturally as a human agent. They needed a smarter way to free up their staff, and that’s what sparked the idea for Syntell.ai.

The goal- a scalable, AI-powered voice agent to automate common customer interactions, improve scheduling efficiency, and reduce manual effort, without sacrificing user experience.

Vision Behind Building a Human-Like AI Voice Agent

Wallace Fernandes, our client, envisioned a platform that could handle both inbound and outbound conversations—scheduling, follow-ups, and support—with minimal human intervention. The goal was to reduce operational costs and response time, while allowing human agents to focus on complex, high-touch tasks.

AI-Enhanced Calendar Sync

Custom Dynamic Voice Training

Behavioral AI Customization

AI Tone & Response Training

Key Challenges the Client Dealt with:

High volume of routine customer support calls handled manually
Inefficiencies in appointment scheduling and calendar conflicts
Limited personalization in legacy voice systems
No scalable infrastructure to support multi-client onboarding

Innofied’s Smart Solution Includes:

Integrated ElevenLabs with OpenAI to enable real-time, human-like AI voice calls
Enabled businesses to deploy custom voice agents with unique tones
Built a secure, scalable multi-tenant SaaS on Laravel for onboarding multiple clients
Automated bookings with real-time calendar sync and smart reminders

Features the Client Loved Most:

Real-time AI Conversations using OpenAI for smart, dynamic responses
AI-Powered Lead Qualification Engine with auto-tagging and scoring
Custom AI Agent Builder to assign agents to different tasks and campaigns
Calendar & CRM Integration for automated scheduling and smart follow-ups

The Road to Implementation:

We started with a focused MVP that prioritized lead qualification and appointment scheduling. Iterative feedback sessions helped refine conversational tone and routing logic. As adoption grew, we expanded functionality with subscription controls, CRM integrations, and admin dashboards to support SaaS growth.

Final Result:

The Syntell.ai voice agent, developed in partnership with Innofied, is now live and supporting customer engagement at scale. Manual call handling has been reduced, lead qualification is automated and more consistent, and appointment scheduling runs smoothly with real-time sync. The platform is ready to scale, featuring a flexible SaaS infrastructure that facilitates seamless onboarding of new clients.

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