Microsoft Developer hosts Pablo Salvador Lopez and Priyanka Vergadia in this episode, providing hands-on insights into building scalable omnichannel Voice AI agents with Azure’s Speech Services and multi-agent orchestration.

Building Omnichannel Voice AI Agents with Azure

Overview

This session from Sip and Sync with Azure, featuring Pablo Salvador Lopez and Priyanka Vergadia, demonstrates how organizations—like those in insurance—can create real-time, multilingual customer service bots using Azure Voice AI.

Key Topics

• Demo Walkthrough: Real-world insurance claim scenario
• Multilingual Support: Seamless switching between languages (English, Spanish)
• Intent-Based Workflow: Automatic agent handoffs for specific queries, e.g., claims or policy details

Architecture Breakdown

AI Layer

• Multi-agent orchestration enabling specialized agents for tasks
• Intent recognition and AI-driven conversation management

Speech Layer

• Integration of Azure Speech Services for speech-to-text and text-to-speech
• Language detection and real-time voice interactions

Application Layer

• Use of WebSocket and WebRTC for real-time voice pipelines

Telephony Integration

• Azure Communication Services connects voice AI to telephony systems

Tools and APIs

• Voice Live API accelerates voice application development
• Multi-Agent Accelerator solution provides reusable architecture patterns

Best Practices

• Architect for scalability and seamless agent handoffs
• Optimize multilingual pipelines for diverse user bases
• Leverage real-time processing through Azure’s Speech and Communication Services

Getting Started

• Source Code Repo
• Azure Speech Services
• Voice Live API Docs
• Multi-Agent Accelerator
• Try Azure Free
• Sip and Sync Playlist

Speakers

• Pablo Salvador Lopez - Principal Solution Engineer (LinkedIn)
• Priyanka Vergadia – Principal Cloud Advocate (LinkedIn, Twitter)