AI Voice Agent (Hunter)

One-Line Summary: AI-powered outbound and after-hours inbound calling system that qualifies leads, books appointments, and syncs call outcomes to Salesforce. replacing manual call handling with autonomous voice agents.

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Problem Statement

The client's operations team was stretched thin across multiple responsibilities: after-hours calls went unanswered (losing leads who called evenings and weekends), outbound collections calls required expensive manual dialing, and the third-party AnswerForce service was both costly and inflexible. Every missed or mishandled call represented lost revenue and degraded customer experience. There was no way to scale call capacity without proportionally scaling headcount.

Solution

Built an AI voice agent platform ("Hunter") that handles both inbound after-hours calls and outbound dialing campaigns. The system uses ElevenLabs for natural-sounding voice synthesis with a fast LLM as the conversational brain, Twilio for telephony infrastructure, and a local HTTP server for call orchestration. Each agent type has a specialized prompt and workflow: Sales agents qualify MCA debt leads, Support agents create cases and book appointments, NSF agents route to payment schedules or transfer to collections, and the AnswerForce replacement handles general inbound routing during off-hours.

All call outcomes. transcripts, audio recordings, lead qualification data, and disposition codes. are automatically synced to Salesforce, so reps have full context when they start their day.

Tech Stack

Key Features

• Multiple Agent Types: Sales, Support, NSF (collections), and AnswerForce replacement. each with specialized conversation flows and tool access
• Single and Batch Outbound Calling: Local HTTP server accepts individual call requests (/twilio/outbound-call) or batch lists via API
• After-Hours Inbound Handling: Qualifies MCA debt leads during evenings and weekends, schedules callbacks within business hours (Mon-Fri 9-6 ET)
• Salesforce Sync Pipeline: Pulls all calls from ElevenLabs, creates/updates Leads in Salesforce with proper source attribution (Hunter AI), attaches transcripts as Enhanced Notes with HTML formatting, and uploads audio as ContentVersion records linked to the call activity
• Step-Up Verification: Detects sensitive accounts and triggers human handoff rather than proceeding autonomously; prompt-injection resistant verification gate
• Voicemail Drop: NSF agents can detect answering machines and leave pre-recorded voicemails
• Industry Mapping: Fuzzy-matches caller-described business types to Salesforce's restricted business-type picklist
• Idempotent Sync: Tracks synced conversation IDs in a local state file to prevent duplicate processing
• Auto-Start on Boot: VBS wrapper in Windows Startup folder runs the sync loop silently in the background (polling every 15 minutes)

Impact / Metrics

• 24 calls synced, 6 leads captured in Salesforce sandbox during initial deployment (May 2026)
• Eliminated dependency on third-party AnswerForce service
• After-hours leads are ready in Salesforce by Monday morning with full context. no manual data entry
• Outbound collections calls scaled without adding headcount
• Pipeline fully operational as of May 2026

Status

Production. After-hours voice agent pipeline fully operational (May 2026). Active development continues on outbound batch calling, AnswerForce replacement flow, and non-bypassable verification gate for sensitive accounts.