Paawan Desai

Paawan Desai

he/him

I build AI agents, and the tools that test them and keep them safe. Gauntlet AI Cohort 7, UT Austin ECE '25.

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AI Call Center Agent

What it does

A chat agent for the inbound line of a home-services company. It answers fee, hours, membership and warranty questions from the company knowledge base and books visits against the scheduling database. It verifies callers before discussing their own appointments, invoices or renewals, and it hands everything else to a person with a summary.

What happens to every message
  1. Caller message
  2. Safety rules + classifiertwo independent checks
  3. Verify callerbefore account details
  4. Answer or bookknowledge base, scheduler
  5. Human handofflife-safety and edge cases

Safety and measurement

  • Gas, carbon monoxide, fire, electrical hazards and medical emergencies always get a fixed script and a human handoff, never a model answer. Two independent checks look for them: fixed rules on every message, plus a separate AI safety classifier.
  • On 100 held-out calls the agent contained 66 correctly (95% CI 56–75%), inside the 60–75% target. When it kept a call, it was right 66 times in 68.
  • Card numbers a caller types are masked in handoff records and never stored.

Tools

TypeScript, Next.js, Postgres, Claude (Haiku), Railway