AI · AIC-89

Voice AI Agents for Customer Service

Voice AI Agents for Customer Service is a developer course in building Thai voice agents for customer service, from choosing speech-to-text and text-to-speech and using real-time voice APIs to managing turn-taking, connecting business data and handing calls over to staff. It suits Python developers and contact centre IT teams, and you leave with a tested prototype voice agent.

Updated 1 Oct 2026

From 7,110 THB / person 7,900 −10% excl. VAT 7% · group rates available

Corporate training quote Join the waiting list

PDFDownload the course outline

Duration12 hours · 2 days
FormatOnsite / live online
Next roundOn request
CertificateIncluded

Course overview

Many customers still pick up the phone when something is urgent, yet call centres struggle to answer in peak hours and staff repeat the same answers all day. The latest voice AI speaks Thai far more naturally and replies almost instantly, but building a voice agent for real customers is different from a text chatbot. It has to keep latency low, know when the caller has finished speaking, let the caller interrupt, read Thai numbers and names correctly, and know when to hand over to a person.

This course shows learners how to build a Thai voice AI agent for customer service in Python. Learners choose between an STT-LLM-TTS pipeline and a real-time speech-to-speech model, try Thai STT and TTS options, build agents with the Gemini Live API and the OpenAI Realtime API, and tune turn-taking and barge-in. They then connect business data through function calling, design

handover to staff with a case summary, connect phone numbers over SIP, put guardrails and PDPA controls in place, and test with conversations covering many situations. It closes with a capstone voice agent of the learner's own. This is a developer course, unlike AI for Customer Service, which covers AI use at the business level. (2 days, 6 hours per day, 12 hours in total, Intermediate level.)

What you’ll gain

Choose a voice agent architecture that suits the service task and its latency budget
Select and tune Thai speech-to-text and text-to-speech so they handle numbers and names
Build Thai voice agents with the Gemini Live API and the OpenAI Realtime API
Tune turn detection and barge-in so conversations feel natural
Connect voice agents to business data safely through function calling
Design handover to staff with a context summary so customers need not repeat themselves
Understand phone connections over SIP and web voice over WebRTC
Put guardrails, PDPA controls and a test suite in place before going live with customers

Who this course is for

Python developers and AI engineers who need to build voice agents for customer service
Call centre and contact centre IT teams who want to adopt voice AI
Developers who have built text chatbots and want to extend them to voice
Solution architects who must choose a platform and design the telephony integration
Technical product owners responsible for voice bot or callbot projects

Prerequisites

Working Python skills such as functions, async code and installing packages
A basic understanding of using LLMs and writing prompts
Basic command-line skills and calling REST APIs
A laptop that can run Python and VS Code, plus a headset with a microphone

Curriculum

Course Details

The course runs for 2 days, 6 hours per day (12 hours in total, 09:00-16:00), as lectures with labs built on a single sample order and appointment system throughout. Intermediate level. This is a developer course that builds on AI for Customer Service, which covers AI use in service at the business level, and has learners write Python code for a Thai voice agent covering STT and TTS,

real-time voice APIs, turn-taking, function calling, handover to staff and phone connections. Learners use their own or company API accounts, which are billed by usage (some services offer a free tier or trial). Connecting a real phone number requires a SIP trunk or telephony service that the learner signs up for. Learners take home a lab guide, Python code for every lab, a set of test conversations and a pre-launch checklist.

Day 1 Thai Speech and Your First Voice Agent

Section 1: Voice AI in Customer Service

Tasks voice agents handle well: repeat questions, status checks, appointments and triage before transfer
Tasks staff should take, such as sensitive complaints and decisions with financial impact
An STT-LLM-TTS pipeline compared with a real-time speech-to-speech model
The time budget for each step, and what makes a conversation sound unnatural
Lab: set up Python and API keys and talk to a sample voice agent

Section 2: Thai Speech-to-Text

Thai STT options: cloud speech services, ElevenLabs and the open Typhoon ASR Real-time model
Streaming compared with batch, and the effect on latency
Common problems: names, product codes, phone numbers and English mixed into Thai
Lab: compare transcripts of sample call recordings in several accents

Section 3: Thai Text-to-Speech and Voice Persona

Choose TTS by naturalness, speed, price and streaming support
Prepare text so Thai numbers, dates, prices and abbreviations are read correctly
Voice cloning requires the speaker's consent, and each platform's terms for commercial use
Lab: create a set of greeting messages and test several voices

Section 4: Lab: Real-time Voice APIs

Gemini Live API: connect over WebSocket and stream audio in and out
OpenAI Realtime API: sessions, instructions and choosing a voice
Set the Thai language, the scope of answers and the agent's persona
Lab: build a Thai voice agent that talks through the browser

Section 5: Turn-taking and Barge-in

Voice activity detection and deciding that the caller has finished
Barge-in: let the caller interrupt and stop the bot's audio immediately
Handle silence, background noise and callers who talk at length
Orchestrate the pipeline with open source frameworks such as Pipecat or LiveKit Agents
Lab: tune turn detection and test it with live conversations in class

Section 6: Lab: Designing Conversations for Voice

Prompts for speech: short sentences, one question at a time and no long lists
Verify identity and read details back before taking action
Topics the bot must not answer, and how to decline politely
Lab: an order status conversation with its exception cases

Day 2 Integration, Handover to Staff and Going Live

Section 7: Lab: Function Calling with Business Data

Let the agent call tools to check orders, book appointments and open tickets
Answer from manuals and FAQs with RAG, keeping answers short for voice
Keep talking while a tool runs so the caller is not left in silence
Check permissions before revealing customer data

Section 8: Lab: Handover to Staff

Handover triggers: the caller asks for a person, is upset, is out of scope, or the bot is unsure
Summarise the context so staff can take over without the caller repeating themselves
Transfer to a number or SIP address, or create a ticket or callback when nobody is free
Lab: build a handover tool with a conversation summary

Section 9: Phone Numbers and Other Channels

Connect a voice agent to a phone number through a SIP trunk or telephony provider
The Realtime API over SIP and ready-made platforms such as ElevenLabs Agents
Voice on the web and in apps over WebRTC
Lab: demonstrate a call into the voice agent through a telephony trial service

Section 10: Guardrails, PDPA and Security

Tell callers they are talking to AI and ask for consent before recording
PDPA: keep only the audio and transcripts you need, mask personal data and set retention periods
Defend against prompt injection and attempts to obtain other customers' data
Stop the bot from promising anything that policy does not allow

Section 11: Lab: Testing, Measuring and Improving

Test with simulated conversations, including angry callers, background noise and off-topic questions
Metrics: latency, self-service resolution rate, handover rate and data accuracy
Read transcripts and logs to find where the bot goes wrong
Lab: test your own agent and refine its prompts and tools

Section 12: Workshop: Voice Agent Capstone

Choose a brief: status enquiries, appointments or triage before transfer
Design the conversation, the tools and the handover conditions
Build and test end to end
Give a live demo with a pilot plan and metrics

Schedule & training options

For individuals — public rounds

No public rounds are open right now. Join the waiting list and we will contact you first when the next round opens, or ask us on LINE. Or call 02-570-8449 or 088-807-9770

Join the waiting list Ask about rounds

For organisations — in-house / private

Tailor the content to your team’s tools and projects
Your dates, at your office or live online
Quotation with tax ID for procurement

Corporate training quote

Instructors

Samit KoyomInstructor

Frequently asked questions

Who is Voice AI Agents for Customer Service for, and what background is needed?

Built for Python developers and AI engineers who need to build voice agents for customer service · Call centre and contact centre IT teams who want to adopt voice AI · Developers who have built text chatbots and want to extend them to voice Background you should have: Working Python skills such as functions, async code and installing packages · A basic understanding of using LLMs and writing prompts Not sure the fit is right? Talk to our team on LINE @itgenius or call 02-570-8449.

How much does Voice AI Agents for Customer Service cost and how long does it run?

THB 7,900 (currently THB 7,110 on promotion). The course runs 12 hours. The price excludes 7% VAT (for payment in a company's name). Pay by bank transfer to the company account, confirm it on our payment page, and we can issue the receipt or tax invoice in your company's name.

Do I get a certificate?

Yes. Everyone who completes the course receives a Certificate of Completion from IT Genius Institute. Each certificate carries its own number, and anyone holding that number can verify it online on our certificate page, so you can add it to your portfolio or pass it to HR as evidence of training.

Where does the training take place, and is there an online option?

You can attend onsite at IT Genius Institute or arrange to join online, and we also run it as a private in-house session for your team. Ask about dates and venues on LINE @itgenius or call 02-570-8449.

What if I fall behind or miss a session — can I retake it?

Yes. You may retake the same course free of charge in a later round, under the institute's conditions. Tell our team which course and round you attended, and we will check it and offer you the rounds that still have seats. Ask us on LINE @itgenius or call 02-570-8449.

How do I enrol, or request a quotation for my company?

Enrol online with the registration form on this page. You can register several attendees at once and enter your tax ID and billing address for the tax invoice. Or request a company quotation straight from the quote button. For anything else call 02-570-8449 or reach us on LINE @itgenius.