Introducing AI Voice Agent

🔍 Problem Statement
Subscribers have no way to get instant account support outside of business hours or without waiting for a human agent, leading to unresolved issues, churn risk, and increased support load on client teams.

💡 User Story
As an account owner, I want a dedicated AI-powered phone support line for my subscribers, so that they can get instant help with their account, subscription, and billing without needing to reach a live agent.

🎯 Definition of Done (DoD)

Phone number setup
✔ Given the Voice AI Agent feature is enabled on a client account, when the setup is complete, then the client receives a dedicated phone number their subscribers can call — no Twilio account or telephony knowledge required from the client.

Subscriber identification
✔ Given a subscriber calls in, when the call connects, then the AI automatically looks up the caller by their phone number and loads their account — if the number is not found, the AI prompts for an email address or transfers to a live agent.

Identity verification
✔ Given a subscriber is identified, when they request account information or an action, then the AI sends a one-time code to the phone or email on file and verifies the caller before proceeding.

Account information
✔ Given a verified subscriber, when they ask about their account, then the AI can answer questions about:

• Subscription status and plan details

• Renewal date and billing cycle

• Outstanding invoices and payment history

• Payment method on file

Self-service actions
✔ Given a verified subscriber, when they request an action, then the AI can:

• Cancel a subscription

• Pay an outstanding invoice using the card on file

Escalation
✔ Given the AI cannot identify, verify, or resolve a subscriber's request, when the fallback is triggered, then the subscriber is transferred to a live agent or directed to the self-service portal.