Somebody ordered Efo Riro, one Semo, one Pounded Yam, delivery to Ikeja Road, and not a single human being took that order.
That was Kylie. There's something about voice agents that's different from every other type of automation I've built, and I've been trying to put my finger on what it is. With a deterministic workflow, you define the logic, map every path, and the system follows it. Voice is different because the moment a human calls, none of that matters.
Humans interrupt mid-sentence; they change their order after confirming it; they ask something the knowledge base doesn't cover, and the agent has to handle all of it without the conversation feeling robotic.
The thing I kept coming back to while building Kylie was that sounding human is about how the conversation flows, the small acknowledgements, the way she confirms details before doing anything, the way she handles an unavailable time slot. Every one of those moments had to be deliberately designed.
Kylie answers calls, books reservations, takes food orders, sends confirmation emails, and logs everything, and the part I'm most proud of is that when you call her, she just sounds like someone doing their job.
Mimicking a human agent is straightforward; making something that feels like one is a completely different problem