Call Center AI — AI Phone Agent by Microsoft
What It Does
Send a phone call from an AI agent in a single API call, or let users call the AI bot directly on a configured phone number. The system handles natural conversation, understands context, and can perform actions.
Use Cases
- Insurance claims — automated claims intake and processing
- IT support — first-line technical troubleshooting
- Customer service — handle routine inquiries 24/7
- Appointment scheduling — book and manage appointments
- Survey collection — automated phone surveys
Key Features
| Feature | Description |
|---|---|
| Real-time streaming | Live conversation with low latency |
| Call resumption | Reconnects after disconnection |
| RAG integration | Retrieve sensitive data securely |
| Multi-language | Support for multiple languages |
| Human fallback | Transfer to human agent when needed |
| Recording & QA | Record calls for quality assurance |
| GPT-4.1 | Advanced comprehension and reasoning |
Architecture
Phone Number → Azure Communication Services → Call Center AI → GPT-4.1
↓
RAG (knowledge base)
Azure Cognitive Services
Recording & AnalyticsDeployment Options
Remote (recommended):
make deploy name=my-resource-groupLocal development:
# Requires: Azure CLI, Rust, uv
make devGitHub Codespaces: Open in Codespaces for automatic environment setup.
Required Azure Resources
- Azure Communication Services (with phone number)
- Azure Cognitive Services (Speech)
- Azure OpenAI (GPT-4.1)
- Azure Storage Account
FAQ
Q: What is Call Center AI? A: Microsoft's open-source AI phone agent that can make and receive calls, handle customer conversations using GPT-4.1, and integrate with enterprise systems via RAG.
Q: Is Call Center AI free? A: The code is open-source under Apache-2.0. You pay for Azure services (Communication Services, Cognitive Services, OpenAI).
Q: Can I use my own phone number? A: Yes, configure a phone number through Azure Communication Services and the AI agent will answer calls on that number.