Real-Time AI Voice Ordering Agent

I run a busy takeaway service and want callers, app users and website visitors to talk to an intelligent, natural-sounding voice agent instead of waiting on hold. The system must answer in real time, take complete food orders, handle mid-conversation changes, log or resolve complaints, and push everything straight into our existing order flow.

Integration scope
• Phone system: SIP-based lines and Twilio Voice are already in place.
• Mobile app: Android and iOS apps need an SDK or webhook that routes in-app voice queries to the agent.
• Web application: a click-to-call widget (WebRTC preferred) should let web users speak with the same agent.

Conversation requirements
• Languages: English, Urdu and Punjabi, switching seamlessly when the caller does.
• Tasks: order placing, order modifications, complaint handling, plus optional human hand-off when confidence drops.
• Caller experience: under two-second response latency, clear TTS, no robotic pauses.

Deliverables
- A fully deployed cloud solution (Twilio, vapi.ai, Dialogflow, or your recommended stack) connected to our phone numbers, app and website.
- Custom intents, entities and prompts covering our full fast-food menu, common modifications and complaint scenarios.
- Secure webhook or REST endpoints that send confirmed orders to our POS in JSON.
- Admin dashboard or API for monitoring calls, transcripts and agent accuracy.
- Documentation and hand-over session so my team can update the menu or fine-tune responses without code changes.
- One-week post-launch support to iron out any real-world edge cases.

Acceptance criteria
1. End-to-end test calls in the three required languages show ≥90 % intent recognition.
2. Modifying an order mid-call updates the JSON payload correctly before confirmation.
3. Complaints route to the designated human line within five seconds when the agent cannot resolve them.
4. No call exceeds two seconds of response latency on a standard 4G connection.

If you have shipped similar conversational agents or have deep Twilio/Voice AI expertise, I’d love to see a short demo or case study alongside your proposal.