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This is awesome, thanks for sharing. Seems especially well suited to phone cancellations but imagine negotiations being somewhat dicey due to commitments required. What model are you using for voice? Do you let the user select gender? Do you provide a summary to the user of the conversation after it’s done?

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We use ElevenLabs for voice synthesis and Twilio for call control. IVR navigation is handled by our own rule based engine, and once a human is reached we use LLMs, including Claude, for the negotiation conversation.

We default to negotiating within the existing plan. No plan changes unless the user explicitly allows it. In practice, there are often retention or loyalty discounts available without changing the plan structure.

Yes, users get a post call summary.

Users can select voice characteristics including gender, and we’re adding optional voice cloning.

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