Caylent Catalysts™
Generative AI Strategy
Accelerate your generative AI initiatives with ideation sessions for use case prioritization, foundation model selection, and an assessment of your data landscape and organizational readiness.
Pipes.ai Forges Improved Customer Experiences and Outcomes with AI on AWS
Generative AI
At a glance
Pipes.ai partnered with Caylent to build a GenAI-powered Voice AI service with Agentic AI capabilities, with the potential to save customers up to 70% in call center costs and improve lead conversions through more natural conversations that produce better outcomes.
Solution Implemented
→ Designed, tested, and implemented a production-ready Voice AI service with ElevenLabs (TTS), Deepgram (STT), and Amazon Bedrock for LLM deployment.
→ Integrated Infrastructure as Code (IaC) using Terraform, automated CI/CD pipelines, and applications deployed using Kubernetes for seamless deployment across environments.
→ Delivered knowledge transfer and training to empower Pipes.ai’s team to manage and iterate on the solution independently.
Outcomes Expected
→ Up to 70% lower costs with greater savings potential as call volumes scale.
→ 10-15% increase in conversion rates overall, despite a 30% reduction in calls, improving conversion while maximizing efficiency.
→ 30-40% reduction in opt-out rates, directly improving customer engagement.
→ Enhanced productivity for sales teams by reducing unproductive interactions and allowing them to focus on higher-value opportunities.
→ Superior Cost Efficiency & Throughput, as Voice AI provides customer support at a fraction of the cost of any onshore, nearshore, or offshore contact center agent—while consistently handling higher volumes.
Pipes.ai’s Voice AI product leverages AWS services like Amazon Bedrock, ElevenLabs, and Deepgram, to deliver natural conversational experiences that maximize positive outcomes.
Pipes.ai is accelerating companies' lead funnels, turning digital leads into real revenue opportunities with AI-driven communication tools. By optimizing every interaction and focusing on the full customer journey, Pipes achieves remarkable efficiency at scale without compromising the customer experience. This holistic approach enables businesses to automate customer interactions and optimize lead conversions, overcoming challenges like slow follow-ups, high operational costs, and repetitive tasks—freeing up resources for more impactful, value-driven work through innovation and scalable AI solutions.
In partnership with Caylent, Pipes.ai developed an Agentic AI-powered Voice AI service to transform customer interactions. This cutting-edge solution features a conversational interface that empowers clients to interact naturally, and perform complex actions directly during calls. Pipes.ai envisions this technology as a cornerstone of their strategy to transform customer engagement by enabling seamless, always-available support for their clients’ customers.
By integrating AWS AI services with best-in-class text-to-speech (TTS) and speech-to-text (STT) technologies, this solution enables seamless, human-like conversations and advanced capabilities like open-ended questioning, real-time appointment rescheduling, and contextual intelligence. It also emphasizes flexibility, offering personalized bot voices and effortless script updates, enabling teams to fine-tune campaigns on demand.
This transformative technology ensures 24/7 customer support, faster response times, and improved satisfaction for both employees and customers. Automated workflows significantly reduce manual intervention, allowing organizations to focus their resources and expertise on high-impact tasks while the AI seamlessly handles repetitive or time-intensive activities. Features like hostile caller recognition enhance workplace safety, while operational insights, such as call transcript analysis, enable data-driven improvements in campaign performance.
The impact of Voice AI is already evident. When compared with the traditional model, Voice AI can yield up to 70% in cost savings, which scales higher as usage increases. Pipes.ai has achieved a 10-15% increase in qualified calls, even as the total call volume has decreased by 30-40%. This shift has resulted in fewer unproductive engagements, with each call now nearly twice as likely to convert. Additionally, the opt-out rate has dropped by 30-40%, a clear indicator of enhanced customer satisfaction and experience. Beyond leading technology, Pipes.ai can differentiate themselves by extending incurred cost savings and resource efficiencies onto their customers, growing their value proposition.
“Partnering with Caylent has been pivotal in bringing our vision for intelligent Voice AI to life. Their developed solution has set a new benchmark for automated customer interactions with seamless, human-like experiences. At Pipes.ai, we’re thrilled to share our remarkable efficiency gains and empower other organizations to drive transformative improvements for their customers."
Eric Evans
CEO
Problem
Pipes.ai aimed to revolutionize customer interactions by integrating an AI-driven voice bot into its platform. This voice AI solution needed to go beyond basic automation, enabling natural and responsive conversational interactions for tasks like scheduling calls, following up on leads, and managing complex actions such as objection handling, rescheduling, and personalized customer responses. By embedding human-like personality traits into the bot, Pipes.ai sought to deliver a smoother customer experience that results in more favorable outcomes.
However, achieving this vision required overcoming key challenges. Pipes.ai needed a production-ready, scalable solution capable of handling thousands of simultaneous conversations with low latency for natural, real-time interactions. Seamless integration with their existing platform was essential, along with the ability to select and combine the best tools for transcription, voice generation, and conversational logic. The complexity of interactions would require sophisticated Agentic AI capabilities that could communicate and perform aligned tasks without requiring human intervention.
Pipes.ai also required advanced customizations, including voice training for highly realistic and personable interactions, ensuring the solution aligned with their vision of providing superior customer experiences while maintaining cost-efficiency.
Solution
Rethinking AI Automated Communication
Caylent and Pipes.ai envisioned a Voice AI solution that would set a new standard for automated communication by combining cutting-edge AI and ML technologies. The goal was to enhance performance, sophistication, and customer experience simultaneously.
The solution leverages certain capabilities of Agentic AI to support more advanced features, such as real-time call rescheduling. It can also ask open-ended questions to leads, clarify unclear responses, and handle interruptions without derailing the conversation. These features created more natural and engaging interactions, improving lead engagement and customer satisfaction.
To increase campaign flexibility, the solution offers a selection of custom premium voices, allowing teams to choose from a library of stock voices or create tailored options. Integrated with Pipes.ai’s UI, teams can update call scripts and objectives effortlessly, supporting diverse campaign needs.
Through Voice AI, customers also have access to call transcripts that are saved and summarized, improving the analysis of lead interactions. Enhanced contextual intelligence allows bots to access company-specific information, providing accurate answers, address concerns, and improving customer engagement.
Selecting and Testing Voice Technologies
Caylent and Pipes.ai evaluated state-of-the-art tools for text-to-speech (TTS) and speech-to-text (STT) capabilities. After rigorous testing and proof-of-concept (POC) development, ElevenLabs was chosen for its superior TTS voice quality, and Deepgram was selected for its highly accurate STT capabilities. These tools were chosen for their balance of quality and scalability with minimal latency.
Custom Voice Creation for Enhanced Engagement
Leveraging ElevenLabs’ capabilities, Caylent customized voices to include emotional nuances, ensuring the Voice AI system provided professional, human-like interactions that resonated with users and enhanced engagement.
Streamlined Infrastructure with Automation
Using Infrastructure as Code (IaC) with Terraform, automated CI/CD pipelines, and Kubernetes, Caylent ensured fast, reliable deployments across development, staging, and production. This streamlined infrastructure enabled scalability and seamless integration with Pipes.ai’s cloud environment.
Advanced LLM Capabilities
Given the rapid evolution of LLMs, Pipes.ai and Caylent believe in continuously evaluating and adopting the best-performing models to stay ahead. Caylent integrated LLM driven conversational generative AI capabilities, via Amazon Bedrock response streaming, enhancing conversational flow and intent recognition.
Amazon Bedrock enables the adoption of the most advanced LLMs as they emerge and facilitates seamless deployment and management, while reducing infrastructure complexity. Pipes.ai is now transitioning to Amazon’s Nova models, taking advantage of Nova’s greater value proposition and seamless alignment with AWS’s ecosystem.
Low Latency Responses
Achieving low latency was critical for the success of the Voice AI system. Caylent implemented websockets and response streaming to reduce perceived latency.
Empowering Long-Term Management Through Knowledge Transfer
Caylent provided Pipes.ai’s team with comprehensive training and documentation, enabling them to manage and iterate on the Voice AI solution independently. This knowledge transfer ensured that Pipes.ai could continue enhancing and scaling the system post-engagement, driving long-term growth and self-sufficiency.
