Cardex Assistant – Voice Service Desk

Cardex Assistant is a voice service desk for equipment makers, built on AssemblyAI's Voice Agent API. When a café's espresso machine breaks down, the owner calls the maker. The operator has to find the right manual, fault procedure, part code, price, warranty and technician slot while the customer waits, and then write the work order by hand. Cardex is built around Sereni, a fictional espresso-machine maker in Florence, and runs on its data: 10 models, 32 fault procedures written as guided steps, 237 parts with stock and prices, customers with serial numbers and warranties, and a service calendar. It works in two modes. In the automatic mode, the Voice Agent takes the whole call: it recognises the customer from the serial number, name or city, speaks six languages and switches when the caller asks, walks the maker's procedure one question at a time, names the parts, the cost and who pays, and books the video call or the technician. In the operator-assist mode, a person answers and Cardex follows both voices in real time, opens the right procedure at the right step, and puts parts, prices, warranty and slots on screen. The procedure decides; the agent only talks. Every answer is checked against the current step, and prices, dates and slots come only from the ERP. When the checks cannot pin down the fault, a technician goes out. Both modes write the transcript and the work order during the call, and a person approves it before anything ships. Measured on the final product: with AssemblyAI key terms the agent heard 93% of product names right, against 53% without; max_accuracy mode cut interruptions by 36%; the same call took 5 minutes with Cardex against over 10 alone. An automatic call costs about $0.40-0.50.