CHATBOTS
IVR callback offer with deflected-intent summary
When a caller hangs up or asks for a callback in the voice IVR, ElevenLabs speaks a callback offer and the call's intent is summarized and logged to the support queue so an agent…
How it runs
The automated pipeline, trigger to output.
- TriggerIVR posts callback-request or abandon webhookHTTP webhook
- LogicConfirm call reached a real intent (not spam/empty)
- ActionSummarize transcript into intent + next actionOpenAI
- ActionSynthesize spoken callback offerElevenLabs
- OutputWrite queued callback row to support queuePostgres
What it does
Turns an abandoned or callback-requested IVR call into a structured support ticket. ElevenLabs synthesizes a spoken callback offer, then an LLM summarizes what the caller wanted from the transcript, and the deflected intent lands in your Postgres support queue ready for an agent.
When to use it
Use it when phone hold times spike and callers drop or ask to be called back. Instead of losing the contact, you capture intent, give the caller a clear voiced promise, and feed a clean callback task to the queue.
How it works
- 1The IVR posts a webhook when a caller requests a callback or abandons the queue, including the partial transcript and phone number.
- 2A logic step checks the call reached a real intent (transcript length, no spam flag) before proceeding.
- 3OpenAI summarizes the transcript into a one-line intent plus suggested next action.
- 4ElevenLabs synthesizes a personalized callback-offer message returned to the IVR to play to the caller.
- 5The deflected call, intent summary, and audio URL are written as a queued callback row in Postgres.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect ElevenLabsText-to-speech, voice cloning.
- 4Connect PostgresAny Postgres URL — query, write, migrate.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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