Build an AI Phone Agent for Customer Support (Full Demo)

Quick Overview

Jordan Cunningham from Relevance AI demonstrates the creation and workflow of an AI Phone Agent named Harley, which acts as an outbound support agent by integrating with Pylon, using a multi-agent system approach that includes a Call Screener & Notifier Agent to perform prerequisite research before Harley makes the call, resulting in faster, more informed, and more human-sounding customer interactions.

Key Points: Harley is an outbound AI phone agent designed to solve the issue of limited phone support access across different subscription tiers. The system utilizes a multi-agent workforce architecture, starting with a Call Screener & Notifier Agent that performs prerequisite research (ticket info retrieval, Pylon note posting, knowledge base search) before Harley initiates the call. Harley uses a performance-optimized model (like GPT-4) to ensure high-quality, responsive, and human-like voice interactions, avoiding choppy back-and-forth waits. The workflow is triggered via a Pylon webhook command: , which connects Pylon to Relevance AI. Harley can handle various support capabilities including searching knowledge, web search, reading screenshots, and sending personalized LinkedIn DMs. The system supports scheduled calls across international time zones and automatically posts a call summary back to the Pylon ticket for documentation. The presentation concludes by showing the configuration settings in the platform, emphasizing ease of use and the positive customer experience resulting from pre-call preparation.

Context: This presentation features Jordan Cunningham, an engineer from Relevance AI, detailing the development and implementation of an AI-powered outbound phone agent named Harley. The core problem addressed is the traditional SaaS limitation where phone support is often reserved for higher-tier customers. Harley is designed to provide high-quality, immediate voice support across all subscription tiers by using a multi-agent workforce architecture that leverages AI tools and pre-call research.