Work
Outbound dialing for AI voice agents
A dialing system at Ytel that let customers point AI voice agents at outbound campaigns, removing the per-seat telephony overhead the old flow required.
- Period
- 2022—2026
- Role
- Engineered and shipped
- Stack
- Java · FreeSWITCH · Lua · Kafka
- Result
- $15k customer cost, per month
Telephony platforms price around seats and concurrency. AI voice agents break that model — they need dialing capacity without the human capacity attached to it, and the existing path made customers pay for both.
What changed
The dialing system was rebuilt so an AI agent could be the endpoint of an outbound campaign rather than a bolt-on to a human one. For the customer this came out as roughly $15,000 a month off their operating cost.
Around it
The same period covered a Lua and FreeSWITCH IVR that improved call routing and DTMF handling, a billing reporting microservice on Spring Boot and Kafka that replaced a brittle nightly batch, and a rebuilt DNC and LRN importer on Spring Reactive and Apache Camel.