How Aurion resolves IT support calls
From the moment a call comes in to the moment the issue is resolved — here's what happens inside Aurion's AI voice pipeline.
Call Comes In
An employee calls your IT support number
Your existing IT support phone number. Aurion connects via Twilio SIP trunking to LiveKit's real-time communication platform. No hardware changes. No PBX modifications.
Twilio SIP → LiveKit Server → LiveKit Room. Audio streaming at 48kHz.
AI Listens
Speech converted to text in real time
Aurion uses OpenAI Whisper for speech-to-text with semantic turn detection — an AI model that understands when the caller has finished their thought, not just when they stop talking.
Audio frames → Silero VAD → OpenAI Whisper STT → Semantic turn detector (Qwen2.5-0.5B).
AI Authenticates
Caller verified with voice-based 2-factor authentication
Before accessing any sensitive information, Aurion verifies the caller's identity using two factors — name recognition (fuzzy matching) and badge ID (bcrypt-hashed).
LLM name extraction → Requester table fuzzy search (80% threshold) → bcrypt badge verification.
AI Resolves
AI understands the issue and takes action
Aurion's LLM understands the caller's intent and uses the right tools to resolve it — searching knowledge bases, creating tickets, walking through solutions step by step.
Claude/GPT with MCP tool calling → JSON-RPC 2.0 sidecar → Freshservice or HaloITSM API.
AI Responds
Natural voice response in under one second
The AI's response is converted to natural speech using Cartesia's neural text-to-speech engine. Four curated neural voices, each localized into all 6 supported languages.
LLM response → Cartesia TTS API → LiveKit audio stream → Phone speaker. Total: <1 second.
Everything Logged
Full visibility in your admin dashboard
Every call generates a complete record: transcript, recording, tool calls, outcome, and analytics. Nothing happens in a black box.
Conversation metadata → PostgreSQL. Recording → S3 (AES256). Analytics → Dashboard API.
See it for yourself
Book a 15-minute demo and watch Aurion handle a real IT support call — end to end.