ClearVoice — AI Voice Agent for Financial Services Support
Built ClearVoice — a production voice AI agent for a mid-size insurance and lending firm processing 4,000+ inbound support calls per month. The agent handles authentication, balance inquiries, policy status checks, payment due date lookups, FAQ resolution, and appointment scheduling entirely autonomously — with natural, low-latency ElevenLabs voice synthesis and Deepgram-based speech recognition. Integrated with Salesforce CRM and the client's core banking REST API. Achieved 58% call deflection, average handle time of 87 seconds, and post-call CSAT of 4.2/5.0 on AI-deflected calls.
Client
ClearVoice Financial
Project Value
$45,000+
Rating
The Challenge
A financial services company processing 4,000+ monthly inbound calls was paying for a 14-seat contact center that spent 65% of its time on fully automatable queries: account balance, next payment date, policy status, branch hours, and payment instructions. Average wait time was 4.5 minutes. Agents were burning out on low-complexity calls while complex escalations queued behind them. The company needed a voice AI agent that sounded human enough for customers to trust with sensitive financial account data — and could hand off cleanly to a live agent when genuinely needed, with a warm handoff summary so the human agent did not ask the caller to repeat themselves.
The Goal
Deploy a conversational AI voice agent on the existing Twilio phone number that authenticates callers using account number and date-of-birth verification, resolves the top 15 inbound call intents autonomously with real-time Salesforce CRM lookups, sounds natural and empathetic with under 900ms round-trip latency, detects frustration and legal language and escalates with a warm handoff summary, and logs every call with a full transcript, intent classification, outcome, and CSAT score for GLBA and CCPA compliance.
Solution & Implementation
1Analysis
Analyzed 3 months of call recordings (with client consent and PII redaction). Tagged and classified 4,847 calls into intent categories using a fine-tuned classifier. Found that 15 intent categories covered 71% of all call volume — the top five alone (balance inquiry, payment date, policy status, payment method update, appointment booking) were 44% of all calls. Built a customer journey map for each intent including edge cases, mid-call intent changes, and escalation triggers. This analysis directly shaped the tool-routing architecture: only 15 intents needed full automation to deflect the majority of volume.
2Designing Solution
Designed a real-time voice pipeline: Twilio Media Streams WebSocket audio → Deepgram Nova-2 ASR (200ms speech-to-text latency) → intent and entity extraction via fine-tuned Llama 3.1 8B → tool routing (Salesforce CRM lookup / core banking API call / FAQ retrieval) → response generation via GPT-4o with strict guardrails → ElevenLabs Turbo v2.5 TTS with custom voice clone → back to Twilio. Total round-trip latency: 650–900ms, producing a natural conversational rhythm indistinguishable from a human pause.
3Customizing Business Logic
Built a secure caller authentication flow: caller provides account number → system reads date of birth via DTMF or speech → verifies against core banking API → returns a session token scoped to that account for the call duration. Salesforce integration pulls policy details, payment schedules, and case history in real time. Account updates (payment method changes, address updates) write back to Salesforce via REST with a full audit trail. Built a real-time sentiment and escalation classifier that monitors transcripts for frustration signals, legal language ("I'll sue", "attorney", "regulator"), and repeated clarification failures — triggering warm handoff to a live agent with a pre-generated summary. All PII in transit uses TLS 1.3; no PII is stored in the AI layer.
4Scale & Optimize
Every call produces a structured JSON record: transcript, intent sequence, tool calls made, resolution status, and 1–5 CSAT score collected via post-call SMS. Built an analytics dashboard showing deflection rate, AHT, CSAT, and top escalation reasons by week. ElevenLabs Turbo v2.5 voice was CSAT-tested against a human agent baseline across 200 test calls — the AI voice scored 4.1/5.0 vs. the human baseline of 4.3/5.0, within margin of acceptability. Deployed on AWS ECS with auto-scaling for peak call volume; p99 call setup latency under 2 seconds.
Results & Impact
Call Deflection Rate
Average Handle Time
Post-Call CSAT (AI Calls)
Monthly AI-Handled Calls
Agent Hours Freed / Month
Real-time voice pipeline with 650–900ms round-trip latency: Deepgram Nova-2 ASR → LLM intent routing → ElevenLabs Turbo v2.5 TTS → Twilio — producing natural conversational rhythm with no robotic pauses
Secure caller authentication via account number + date-of-birth verification against core banking API, with PII-scoped session tokens per call — GLBA and CCPA compliant
Live Salesforce CRM integration: real-time policy lookups, payment schedule reads, and write-back for account updates with full audit trail on every transaction
Real-time sentiment and escalation classifier detects frustration signals, legal language, and repeated failures — triggers warm handoff to live agent with pre-generated call summary
Full call compliance logging: structured JSON record per call with transcript, intent sequence, tool calls, resolution status, and post-call CSAT via SMS
ElevenLabs Turbo v2.5 custom voice clone CSAT-tested against human agent baseline (AI: 4.1/5.0 vs. human: 4.3/5.0) — within acceptable threshold for financial services trust
Zero PII stored in the AI layer; all data in transit over TLS 1.3; compliant with GLBA and CCPA data handling requirements
58% call deflection rate across 4,000+ monthly calls — freeing 380+ agent hours per month and reducing average wait time from 4.5 minutes to under 30 seconds
Key Technologies
"Our agents were exhausted answering the same five questions four hundred times a day. ClearVoice handles those calls better than most of our junior agents — it's faster, never impatient, and hands off the hard stuff with a clean summary. Our team now actually has time to work on complex cases."
Sarah Mitchell
ClearVoice Financial
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