Contributed to a helpline prototype combining a Python/FastAPI backend with a Next.js dashboard. The system includes structured call analysis, a confirmation loop, complaint records, urgency-based routing and similar-case retrieval. Queue and handover workflows connect automated processing with human assistance. The codebase includes tests for decision rules, routing and related components, with configurable voice and language-model integrations. This is a prototype, with live voice and provider integrations awaiting end-to-end validation.
Challenges
- Turning conversational input into structured complaint records while supporting urgency-based routing and human assistance.
Solutions
- Combined structured call analysis and a confirmation loop with similar-case retrieval, complaint queues, routing rules and human handover workflows.