AI Voice Agent for IT Support

• Works with real phone calls, not just a chat box on a website. It plugs into standard phone systems like 3CX.
• Checks who's calling first, using Microsoft 365 and a one-time text code, before anything else happens.
• Your own AI runs the whole conversation, one step at a time. No outside AI company is involved.
• The AI only suggests. Fixed, predictable code makes every final decision. That rule is written into the architecture and enforced.
• It looks up the exact steps in your own help articles and reads them back word for word, so it never makes up an instruction.
• Opens the support ticket by itself and alerts the on-call tech.
• When the monitoring system spots a server problem, she calls the on-duty technician herself, and works down a list of four people until someone confirms.
• Each client's data is kept separate and stored only on their own servers.
• Talks like a real person: quick replies, and the caller can interrupt and be heard, just like a real phone call.

Connects to: Microsoft 365 (to check who's calling), one-time text codes, your support ticket system, your help articles, and standard phone systems like 3CX.

When the call is hard. Real calls are messy. When a caller is confused, asks for something outside the guides, or wants something the instructions do not cover, Sophia does not guess or make up a step. She double-checks, and if she still cannot help cleanly, she stops, opens a ticket, or brings in a person. Knowing when not to act is half the engineering.