Organizations with distributed teams and growing support demands are turning to AI-powered voice technology to streamline internal operations. TechMeka developed a secure, tenant-hosted voice agent designed to function as a first-line helpdesk or customer support assistant—built entirely on Microsoft Azure. This voice agent autonomously resolves common IT and facilities issues over the phone, with smart escalation paths for complex requests.

Built using Azure Communication Services (ACS), Azure Speech Services, and Azure OpenAI (GPT-4o), this internal-facing tool delivers natural, secure, and scalable support—entirely within the client’s Microsoft 365 tenant.

Challenges:

• Growing volume of repetitive internal support requests (password resets, VPN, printer help, etc.)
• Support teams bogged down by triaging and responding to routine calls
• Need for a secure, low-latency voice agent hosted within the client’s Azure environment
• No off-the-shelf solution met the requirements for privacy, scalability, and call automation

Solution – Azure-Hosted AI Voice Support Agent

TechMeka designed and deployed a cloud-native voice bot solution using the Microsoft Azure stack, with a focus on security, latency, and extensibility.

Core Technology Stack

• Azure Communication Services (ACS): Call handling, speech recognition, media playback
• Azure Speech Services: Real-time speech-to-text (STT) and neural text-to-speech (TTS)
• Azure OpenAI (GPT-4o): Contextual support responses

How It Works

• Inbound Call: ACS receives call via PSTN or direct dial
• Greeting + Recognition: Bot greets the caller
• AI Response: Azure OpenAI analyzes the user’s question and generates a Response back to the caller
• Escalation: Complex or unresolved issues trigger escalation to a human agent

Secure by Design

• Data Residency: All speech, processing, and responses are handled inside the organization’s Azure tenant

• No External SaaS: No third-party processing or API interaction outside Azure

Outcomes & Benefits:

• Automated Support: First-line resolution of repetitive issues (e.g., password help, email access, software guides)
• Professional Voice Experience: Human-sounding, high-quality neural voices
• Secure by Default: Zero data leaves the organization’s tenant
• Scalable Architecture: Can be scaled horizontally, containerized, or deployed globally
• Cost-Efficient: Runs on consumption-based Azure services—no licensing overhead

Extendable Use Cases

• IT Helpdesk support (24/7 password resets, software access)
• Facilities management (cleaning, HVAC, room booking)
• HR services (payroll FAQs, vacation policies)
• Onboarding agents (new hire setup assistance)
• Customer support (e.g., field support escalation)