Teraquant 'No Fluff' Blog

Agentic AI’s, IVR’s and AI assistants are an easily deployed way to leverage the big AI wave, increase customer responsiveness and satisfaction and reduce costs today. Agentic AI’s today are addressing complex tasks in the Call Center and providing quick and accurate answers to many consumer questions, beyond making bookings and scheduling appointments. Such conversations with LLM AI can get into detail and substance about the nature of the appointment and save hours of waiting on hold.

Take for example in healthcare sector, appointments with the correct doctor, specialist and resource can take less than two minutes and can, with HIPPA compliance, pull in specific patient information and billing information so that consumers’ experience with healthcare is frictionless, with less bother and allows you to focus on the condition at hand.

“Takes One, to Know One”—Inbound Robocall Detection

Agentic AI’s can also screen for Inbound Robocallers and perform Deepfake detection on the speech of the Caller. So, in addition to conversing with bona fide consumers, Agentic AI’s can filter out Robocallers, detecting Scammers using social engineering techniques to solicit confidential information. Agentic AI’s can also be quickly updated with the latest measures to combat Deepfake and social engineering attempts.

This also meets the Enterprise at the SBC where probes and analytics normally reside, allowing you to correlate call information and empirical forensics with the Deepfake detection from the AI.

Use Case

A patient calls in to a healthcare Center to set an appointment with a particular specialist. The call is immediately routed to the Agentic AI by the Enterprise SBC rather than being forwarded through the SBC into the Enterprise network to the Enterprise PBX.

Why is Routing at the SBC Preferred?

1. This keeps traffic off your internal network.
   • The call comes in from the PSTN to the enterprise SBC and is forwarded straight up to cloud-based Agentic AI.
2. The SBC supports the mutual TLS required by the Agentic AI in the cloud.
   • The path from enterprise to cloud-based Agentic AI is most easily routed over the Internet and must be encrypted.
   • If the SBC is also in the cloud, the challenge is to support two mutual TLS connections.
     1. 1^st to the Agentic AI.
     2. 2^nd to the Enterprise PBX.
   • A carrier-class Oracle SBC can support these two TLS connections all day long.
3. The Oracle SBC is easy and flexibly configured to ensure interoperability between cloud-based Agentic AI and enterprise PBX.
   • Beware the great enterprise SIP dilemma RE-INVITE or REFER.
     1. For example, Agentic AI may prefer SIP REFER.
     2. Translating from SIP RE-INVITE to SIP REFER is a complex process.
     3. Maintaining the preferred SIP protocol schemes between these two, the Agentic AI (vendor or service provider) and the legacy enterprise PBX is desirable.
        1. Therefore, it’s best to do the SIP translation in the middle by the SBC, which is purpose-built to achieve this.
4. The Majority of your in-coming calls never touch your PBX.
   • Benefit:
     1. Fewer PBX licenses.
     2. Greater customer satisfaction due to lower wait times and quick resolution for a majority of their queries.

Why is Mutual TLS Preferable?

Two things are important for encrypted links:

1. Privacy—the First and primary purpose of an encrypted link is to ensure the actual transmission of the proprietary user data or voice, in this case, is private and protected using encryption.
2. Authentication—prior to that you need to ensure that the entity at the other end of the link is who they say they are, i.e. the entity contracted to provide the Agentic AI services.
   • In the case of Mutual TLS, your entity providing the Agentic AI services needs to know that it is your enterprise connecting with it.
   • Likewise, you need to know it is the authentic Agentic AI service that your client SBC is connecting to and not some spoofed imitation.

For more on troubleshooting encrypted links, flip over to this page.

SIP Custom Headers—Used to Convey Meta Information Inserted by Agentic AI?

The SIP REFER message may be used by the Agentic AI or AI IVR service to transfer a call to a human agent. This will use the REFER-TO field in the SIP header to transfer to the EXTENSION or Hunt Group of the human agent.

In addition, the transferring SIP REFER or INVITE message may include contextual information and details gathered from the conversation between consumer and Agentic AI. This information is contained as custom headers in the SIP REFER or INVITE. These custom headers must be prefixed with X- or a vendor-specific tag and appear in the SIP header before the CONTACT header and the SDP part.

These custom headers are specific to the vendor of the Agentic AI Service and the server presenting them to the human agent.

Here are some examples of what would be included in these custom headers, generated by an Agentic AI or IVR and sent in a SIP REFER or INVITE message:

1. Intent and Topic of the Call
   • What it is: The AI IVR uses Natural Language Processing (NLP) to understand the caller’s intent and the main topic of their inquiry.
   • SIP Header Example: X-Call-Intent: schedule-appointment-specialist or X-Call-Topic: urgency-lab-results.
   • Benefit: The human agent knows exactly why the customer is calling before they even say “hello,” allowing them to pull up the relevant information and begin the conversation more efficiently.
   • Example from Poly AI: This consumer requested immediate transfer to a customer service representative.
     X-P08: Agt_RequiresCSRHandling

Work With the Experts

To connect your enterprise to the many Agentic AI services available, do this securely, with precision with the help of SBC experts. contact us.

And please also post any questions you may have for us.

Visit here for more insights on implementation of Enterprise-class SBC’s.

We look forward to talking with you.

Teraquant, a member of CFCA and presenter at SIP NOC is working with the telecommunications industry to restore trust and usability of our telephone network. Contact us now for the most expert help from the original specialists for SIP Monitoring.