Key2 - AI-Powered Telecom Platform

The Problem

Key2 Communications is a Canadian telecom provider serving SMEs. They had an existing Twilio infrastructure for call routing and wanted to add AI-powered automated call handling — without touching or replacing the infrastructure their business already ran on. Manual call routing was the operational bottleneck: common customer queries were going to human agents that an AI could handle, and there was no way to triage calls before a person picked up.

Our Approach

Layered an AI voice system on top of their existing Twilio SIP stack without modifying call routing infrastructure. Incoming calls are intercepted by a FastAPI inference service via Twilio Media Streams. Deepgram nova-2 handles real-time speech-to-text. OpenAI processes the conversation with customer context pulled from Django. ElevenLabs synthesizes the response and streams audio back to the caller sub-500ms. The escalation path routes to human agents with a conversation summary attached so callers never repeat themselves. Django manages business logic and customer state; React surfaces call monitoring and analytics.

Pipeline Breakdown