Voice Agents (ElevenLabs)
AI-Powered Conversational Shipment Notifications
Business context and structural constraints
Move beyond simple IVR systems and create a human-like interaction model for notifying medical centers about blood product shipments. The system needed to synchronize real-time order data from distribution sites (Cleveland, Baltimore, Philadelphia), manage a high-volume outbound call queue, and provide administrators with a centralized dashboard.
The Solution
Architectural approach and implementation
A sophisticated outbound calling system leveraging state-of-the-art conversational AI to automate logistics notifications for the American Red Cross. Replaces traditional automated prompts with ultra-realistic AI agents capable of maintaining natural, context-aware phone conversations while managing complex call queues.
How we turned the challenge into a solution
Each stage formalizes uncertainty into a concrete engineering outcome
Audit → Dependency Map
Inventory of 17+ disparate systems, data flow mapping, identification of critical integration points and performance bottlenecks
Map → Unified Architecture
Design of event-driven microservice architecture with multi-region data residency and zero-trust security model
Architecture → Working Prototype
Document management MVP with FIDO2 authentication, AES-256 encryption, and basic workflow engine for pilot group
Prototype → Scalable Platform
Horizontal scaling to 160+ countries, multi-tenant isolation, AI document classification with 95% accuracy
Platform → Analytics Core
MyInsights recommendation engine, predictive SLA alerts, personalized delivery of regulatory updates
Core → Continuous Compliance
Automated retention policies for 160+ jurisdictions, document integrity chain, one-click audit report generation
ElevenLabs Conversational Integration
Advanced AI agents deliver shipment summaries (origin, destination, quantity) and offer assistance with questions or order transfers in a brief, polite, and professional manner.
Automated Call Queue Management
Centralized processing engine managing outbound flows, categorizing calls by delivery type (ASAP vs. STAT) and updating audit statuses in real time.
Administrative Dashboard
Full-featured web portal built with TypeScript and Material UI. Administrators monitor active call queues, review detailed call audits, manually sync orders and trigger queue processing.
Data Synchronization API
RESTful APIs integrate with third-party logistics providers, ensuring the AI agent always has the most current shipment data before initiating a call.
Intelligent Interaction Logging
Beyond simple recording, the system provides summarized audits of conversations, highlighting agent performance and recipient acknowledgment.
The Impact
Quantitative results demonstrating the real impact of implementation on operational efficiency, infrastructure reliability, and platform scalability
Deployed a natural language interface informing users about ASAP and STAT shipments of units like red blood cells (RBC)
Developed a robust Call Queue system tracking order status from Pending to Success or Attempted
Integrated comprehensive Call Audit feature capturing full context of AI interactions for compliance and QA
Enabled seamless synchronization of orders across multiple regional distribution centers
Technology Stack
Built with proven enterprise-grade technologies
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