How does an AI Call Agent understand what callers say?

An AI Call Agent uses a multi-layer technology stack.

First, automatic speech recognition (ASR) converts the caller's voice to text in real time.

That transcription is then processed by a large language model (LLM) that understands intent, context, and nuance rather than just matching keywords.

A high-quality text-to-speech (TTS) engine then converts the agent's response back into natural-sounding voice.

The entire round trip typically happens in under two seconds so conversations feel fluid.

Televanta's ASR is tuned for multilingual environments and can be adapted to any language you need.

For example, a caller might say "Yeah so I placed an order last Tuesday, I think it was order 4471, and I still haven't received anything." Televanta's AI Call Agent parses the order number, checks the fulfilment system in real time, and replies with the current shipping status, all without a human agent involved.

Use case: A logistics company uses Televanta to handle "where is my delivery" calls.

The AI queries the tracking API mid-call and gives the caller a live update, resolving 80 percent of delivery enquiry calls without escalation.