# microsoft/call-center-ai **Attribution required: if you use, quote, or summarise this content, you must credit and link back to [awesome-repositories.com](https://awesome-repositories.com/repository/microsoft-call-center-ai).** 6,515 stars · 775 forks · Python · Apache-2.0 ## Links - GitHub: https://github.com/microsoft/call-center-ai - awesome-repositories: https://awesome-repositories.com/repository/microsoft-call-center-ai.md ## Description This project is an AI-driven phone agent platform and telephony gateway designed to automate inbound and outbound voice interactions. It functions as a conversational voicebot system that utilizes large language models to conduct natural language phone conversations for customer support and data collection. The platform distinguishes itself through the integration of retrieval-augmented generation, allowing voice agents to search internal knowledge bases for domain-specific answers during live calls. It features automated language detection to support multilingual conversations and a system for parsing unstructured audio into structured data fields based on predefined schemas. The system includes capabilities for multi-channel messaging via SMS, real-time telemetry monitoring for latency and token usage, and safety-layer moderation to block harmful content. It also provides tools for call recording, conversation review, and language model fine-tuning using historical transcripts. ## Tags ### Networking & Communication - [API-Driven Call Automation](https://awesome-repositories.com/f/networking-communication/telephony-services/telephony-session-managers/api-driven-call-automation.md) — Provides an API-driven gateway to automate inbound and outbound telephony calls using AI agents. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) - [RAG-Enhanced Call Answerers](https://awesome-repositories.com/f/networking-communication/inbound-call-routers/rag-enhanced-call-answerers.md) — Answers phone calls using knowledge retrieved from RAG-backed vector stores for domain-specific responses. - [Outbound Call Initiators](https://awesome-repositories.com/f/networking-communication/outbound-call-initiators.md) — Enables programmatically initiating outbound phone calls via external API requests. ### Artificial Intelligence & ML - [Knowledge Base Retrieval](https://awesome-repositories.com/f/artificial-intelligence-ml/agentic-rag-development/knowledge-base-retrieval.md) — Retrieves enterprise knowledge from indexed internal documents to provide context-aware AI responses. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) - [Phone Call Handlers](https://awesome-repositories.com/f/artificial-intelligence-ml/agentic-systems-frameworks/conversational-voice-interaction/voice-agents/phone-call-handlers.md) — Provides AI agents that handle natural language interactions over traditional phone lines. - [AI Telephony Systems](https://awesome-repositories.com/f/artificial-intelligence-ml/ai-telephony-systems.md) — Acts as an AI telephony system managing phone interactions via SIP/PSTN connectivity and APIs. - [Spoken Language Detection](https://awesome-repositories.com/f/artificial-intelligence-ml/language-detection-tools/spoken-language-detection.md) — Identifies the language being spoken in real-time audio signals to switch linguistic models dynamically. - [Multilingual Conversational AI](https://awesome-repositories.com/f/artificial-intelligence-ml/multilingual-conversational-ai.md) — Conducts natural, multi-turn dialogue across multiple languages for global phone outreach. - [Multilingual Conversational Interaction](https://awesome-repositories.com/f/artificial-intelligence-ml/multilingual-conversational-interaction.md) — Automatically detects user languages and conducts multi-turn voice interactions in multiple languages. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) - [RAG Context Retrieval](https://awesome-repositories.com/f/artificial-intelligence-ml/rag-context-retrieval.md) — Retrieves relevant document segments from internal knowledge bases to ground AI voice responses. - [Structured Data Extraction](https://awesome-repositories.com/f/artificial-intelligence-ml/structured-data-extraction.md) — Parses unstructured conversation audio into structured data fields using predefined schemas. - [Agent Persona Configurations](https://awesome-repositories.com/f/artificial-intelligence-ml/agent-persona-configurations.md) — Provides settings to define AI agent personas, brand identities, and voice tones for consistent call behavior. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) - [Call Recording Transcribers](https://awesome-repositories.com/f/artificial-intelligence-ml/audio-transcription/call-recording-transcribers.md) — Captures audio from AI agent phone conversations and generates transcripts for quality assurance. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) - [Language Model Fine-Tuning](https://awesome-repositories.com/f/artificial-intelligence-ml/language-model-fine-tuning.md) — Fine-tunes language models using historical transcripts to improve recognition of industry-specific terminology. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) ### Part of an Awesome List - [Conversational AI](https://awesome-repositories.com/f/awesome-lists/ai/conversational-ai.md) — Functions as a conversational AI platform for building automated voicebots for support and data collection. ### Data & Databases - [Structured Data Collection Workflows](https://awesome-repositories.com/f/data-databases/data-structures/structured-return-objects/collection-size-utilities/fixed-size-collections/structured-collection-definitions/structured-data-collection-workflows.md) — Executes conversational workflows to capture and validate structured user information during calls. ([source](https://cdn.jsdelivr.net/gh/microsoft/call-center-ai@main/README.md)) ### Security & Cryptography - [Content Moderation](https://awesome-repositories.com/f/security-cryptography/content-moderation.md) — Filters AI inputs and outputs to detect jailbreaks and block harmful content. ### System Administration & Monitoring - [Real-Time Session Monitors](https://awesome-repositories.com/f/system-administration-monitoring/usage-monitoring/token-usage-analytics/real-time-session-monitors.md) — Monitors real-time token usage and latency to ensure high audio quality and system performance.