AI-powered intelligent phone system – real-time consultant support in elevated-risk situations
An AI-assisted intelligent phone system analyses calls in real time, detecting signals that may indicate a sudden health emergency on the part of the caller. The system discreetly notifies the consultant of elevated risk, helping them respond faster and conduct the conversation in accordance with safety procedures. Thanks to integration with Microsoft Teams and the solution's foundation on Azure cloud services, the tool operates reliably, scalably, and without interfering with the caller's experience – supporting people where time, vigilance, and responsibility matter most.
Context
The project involved the design and implementation of an intelligent phone system aimed at supporting consultants during telephone calls through early identification of signals that may indicate a sudden health emergency on the part of the caller. The project involved the design and implementation of an intelligent phone system aimed at supporting consultants during telephone calls through early identification of signals that may indicate a sudden health emergency on the part of the caller.
The solution was developed in response to growing requirements in the areas of safety, service quality, and the responsible use of AI technology in customer communication processes, including in stressful or crisis situations.
Challenges
- no means of early detection of health risk signals during calls,
- high burden on consultants responsible for handling calls in stressful situations,
- need for decision support without the system assuming responsibility,
- integration of the solution with existing communication infrastructure,
- ensuring data security and compliance with legal regulations.
Solution scope
We designed an AI-assisted intelligent phone system that analyses caller speech characteristics in real time, including:
- speech rate,
- length and frequency of pauses,
- articulation disturbances,
- signs of stress and emotional tension,
- linguistic inconsistencies.
Based on the analysis of these signals, the system identifies patterns that may indicate elevated risk of health events such as neurological or cardiac incidents.
Real-time consultant support
When elevated risk is detected, the system generates a discreet alert visible to the consultant during the call. The alert does not constitute a medical diagnosis and does not make decisions on behalf of the human – its role is to draw attention to potentially elevated risk.
This information enables the consultant to:
- adjust the tone and pace of the conversation,
- increase their level of alertness,
- escalate the call in accordance with organisational procedures.
Integration with Microsoft Teams
The solution has been integrated with Microsoft Teams, enabling alerts to be delivered directly to the consultant's working environment. Integration takes place without interrupting the call and without affecting the caller's experience, which allows communication continuity and caller comfort to be maintained.
Architecture and Microsoft Azure cloud
The system was built on the basis of scalable and secure Microsoft Azure cloud services, which ensures:
- real-time call analysis,
- high availability and fault tolerance,
- the ability to train and improve AI models on historical data,
- full data control and compliance with applicable legal regulations.
The architecture enables deployment of the solution in both commercial environments and in public institutions, customer service centres, and organisations providing crisis support.
Results
- support for consultants in situations requiring heightened attention,
- earlier identification of potential health risks,
- improvement of telephone service quality and safety,
- no interference with the call from the caller's perspective,
- responsible use of AI as a decision-support tool.
The AI-assisted intelligent phone system is an example of the responsible use of artificial intelligence in communication processes. The solution does not automate responsibility – it supports people in making better and faster decisions, enhancing the safety of callers and the quality of service in situations requiring particular attention.
