How does phone voice translate into real action?
The process works in six interconnected layers: the telephony receives the call, the audio is processed, the STT creates the text, the conversation management layer sets the current step, the business service performs the action, and the TTS returns the voice response.
- 1
receive a call
The SIP number routes the call to the LiveKit room and the appropriate voice agent.
- 2
Audio processing
The system manages packet traffic, silence, speech initiation, and background noise processing.
- 3
Speech recognition
STT converts audio to text; Numbers, dates and names require additional validation.
- 4
process decision
The current phase determines which response is expected and which action is allowed.
- 5
real action
A calendar, CRM, webhook, or other API performs only tested and validated actions.
- 6
Answer and proof
TTS returns the response, and the system stores the result, milestones, delays, and errors.
Why isn't just a good LLM enough?
An LLM can understand natural phraseology, but business operations should not rely on free text. Critical fields must pass type checking, calendar or CRM live query, user validation, and idempotent recording.
For example, the phrase "Friday at half past two" must first be converted to the exact value of Tbilisi time, then checked for availability, and only then become a candidate for booking. The confident tone of the model is not proof of the correctness of the data.
OMO manages this difference with a model of trust: listen, check, confirm, act and prove. If one of the links cannot be completed, the system will clarify or hand over the process to a human.
What are the most difficult places to speak Georgian?
Date, time, personal names, short forms of consent and corrections made in the middle of the conversation need the most context in Georgian telephone dialogue. Each of them should be evaluated together with the current stage, not as an isolated word.
| signal | risk | proper control |
|---|---|---|
| "half past eleven" | 11:30 a.m. Misinterpretation | Normalization of Georgian time: 10:30 |
| name and surname | Getting a similar sounding name | Step-by-step recognition, name dictionary and short verification |
| "yes" | Mixing with the background sound | Separate classification of short consent and linking it to the current question |
| correction | Accepting a new phrase as a continuation of an old answer | Confirming the intent to change and update only the named field |
How to rate a voice agent beyond a demo?
Evaluation should include not only pleasant sound, but also completed action, accurate data, response latency, correction management, background noise, and error recovery. One successful demo does not prove readiness in a real environment.
- Check normal, short, long and multi-field responses.
- Try changing your mind, silence, interruption, TV volume and poor connection.
- Compare what the agent said to the record or CRM event that was actually created.
- Request call audio, transcript, milestones and technical times in one session.
Official sources and further reading
Technical definitions are verified with primary sources. Links are opened in the official documentation of the corresponding project.
- Introduction to telephony — LiveKit documentation
Official LiveKit overview for connecting traditional telephony and real-time platforms.
- Introduction to Pipecat — Pipecat documentation
Pipecat's official description of voice AI streaming and orchestration of audio services.