Low/No-GUI Service Management — Agentic Voice Architecture
A service-management interface that replaces traditional dashboards with voice-first agent interactions. Streaming STT/TTS plus a layered LLM agent stack triages, escalates, and resolves operational requests hands-free.
Key Features
Streaming Voice I/O
Bidirectional audio with voice-activity detection and barge-in support — no awkward push-to-talk pauses.
Layered Agent Stack
Triage agent classifies, executor agent acts, verifier agent confirms before any change is committed.
Conversational Audit
Every utterance and decision logged with intent, confidence, and the full resolution path.
Challenges
- Achieving sub-second response latency over voice channels
- Disambiguating intent across noisy operational environments
- Preserving full audit and compliance trails for voice interactions
- Routing requests across legacy ITSM tools without their native UIs
Solutions
- Streaming STT with confidence-gated intent routing
- Multi-agent orchestration: triage → executor → verifier
- Structured event log with verbatim transcript and intent classification
- ITSM adapter layer abstracting ServiceNow / Remedy / Jira APIs
Project Outcomes
Cut average ticket handle time for voice-eligible requests
Enabled hands-free operations for field and accessibility scenarios
Preserved full compliance posture without screen-based forms
Reduced tier-1 escalation rate via in-conversation auto-resolve