AI-Powered Contact Centers

Replace the IVR with intelligent voice agents

Design AI-native contact centers that replace traditional IVR menu trees with intelligent voice agents. Learn multi-agent routing, human escalation with context transfer, and CRM integration.

What You Build

Multi-agent voice contact center with intent-based routing, seamless human escalation, and CRM-enriched caller context.

Prerequisites

→Course 1.3
→Course 2.1

Chapters

AI-native routing & multi-agent orchestration

30m

Replace DTMF menu trees with AI intent detection. Build multi-agent orchestration that routes callers to specialized department agents based on natural conversation.

Intent detectionMulti-agent handoffState machineDepartment agents

Human escalation & context transfer

30m

Detect when AI should hand off to a human. Transfer full conversation context with LLM-generated summaries and screen pop so the human agent never asks the caller to repeat.

Escalation triggersContext transferScreen popWarm transfer

CRM integration & caller context

25m

Look up callers in Salesforce or HubSpot before the agent speaks, inject context into agent instructions, and log call outcomes back to the CRM.

CRM lookupCaller enrichmentConversation loggingSalesforce+1 more

What You Walk Away With

AI-native contact center architecture with intent-based routing, context-preserving human escalation, and CRM integration — replacing traditional IVR entirely.