Lumi: Human AI voice Assistant

Engineering
Written By Anurag Sharma

In today’s fast-paced world, customer support needs to be quick, efficient, and as natural as possible. Traditional phone support systems often demand pressing buttons and navigating complex menus, which can be time-consuming and frustrating. That’s exactly why we set out to build something different - Lumi AI voice assistant. An Agentic AI chatbot that doesn’t just respond but truly understands, engages, and solves problems in real time.

Say hello to Lumi, the AI voice assistant that doesn’t just talk, she understands  your intentions — what you want and takes action. Lumi is designed to be platform-independent, meaning she can connect to different databases like Salesforce, Supabase, SAP, ServiceNow, and more. She doesn’t just answer questions, she helps you get things done.

So What Exactly Does Lumi Agentic AI Bot Do?

  • When a customer calls, Lumi identifies the caller based on their phone number and fetches their details from the database.

  • It retrieves real-time order information, including products ordered, expected delivery dates, prices, and shipping locations.

  • Lumi can also perform transactions like updating delivery dates or cancelling orders, directly updating the backend database.

  • The entire interaction is dynamic; no cached data, just live querying and processing.

Challenges Faced Before Lumi 

Previously, many others relied on traditional IVR (Interactive Voice Response) systems; slow, inefficient, and time-consuming. As they often required users to operate manually, consuming valuable time, frustrating users, and leading to a poor customer experience. However, chatbots weren’t the answer either, as they felt impersonal and rigid, lacking the natural flow of a real conversation. To offer a better experience, we developed AI voice assistant named LUMI — This conversational AI agent is designed for faster, smarter interactions. So, our goal was to create  an Agentic AI bot that could engage in natural conversations and handle customer queries and transactions dynamically.

An AI Voice Assistant That Works for You

For this demo, we used Salesforce CRM as the backend database, but Lumi can work with any system you plug it into.

The scenario we focused on is an e-commerce use case where customers call to inquire about their orders, request updates, or cancel items. Lumi Agentic AI bot can understand and respond to these requests naturally, just like a human support agent who is capable of:

  • Fetching order details

  • Reading customer information

  • Updating delivery dates

  • Canceling orders

  • Holding natural conversations

All in real-time, through voice. Not text. Not clicks. Actual back-and-forth dialogue.

Lumi in Action: Smarter Than Your Chatbot

Real-Time Querying

When a user called Lumi, she immediately greeted him by name, identifying him via caller ID. Then, using that info, Lumi fetched his order details from Salesforce:

"You ordered a Gucci Jacket and Levi's Jeans."

She then responded to questions like:

  • "What’s my expected delivery date?" — April 30, 2025

  • "How much do I need to pay?" — $3,500

  • "What’s the shipping city?" — Delhi

All this in natural, flowing speech.

Dynamic Updates from Lumi

Next, the caller wanted to update the delivery date:

"Add five more days for delivery."

Boom. Lumi updated the record in Salesforce. New date? May 5, 2025. Confirmed both via voice and by checking the database record.

Order Cancellation by Lumi

Not only queries, Lumi can transact too. The customer requested to cancel the Gucci Jacket order. Lumi confirmed and then successfully marked the order as "Cancelled" in Salesforce.

✨ Read and write operations, in real-time, via voice.

Order history showing Lumi’s capability of performing actions

Behind the Scenes: How Lumi Connects

Lumi is not hosted on Salesforce itself. Instead, it is an independent AI agent that connects to Salesforce as a database. This architecture allows it to be plugged into any order management or CRM system, making it highly versatile.

It is capable of supporting both read-only queries and transactional updates, enabling full interaction with customer data. For example, it validates delivery date changes against the admin-set expected dates and provides feedback if the requested change is not possible.

Current Development and Future Enhancements

Lumi is continuously evolving. While it already supports natural conversational flows and real-time database transactions, we are working to make interactions even more human-like and less bot-like. Some planned features include:

  • Recording cancellation reasons in Salesforce for better customer insights.

  • Multilingual capabilities to support global user bases.

  • Real-time routing to dynamically connect users with relevant agents or systems when needed.

  • Adding more validations and business rules for transactions.

  • Improving voice recognition and response naturalness.

  • Expanding integrations to other platforms like SAP, ServiceNow, and more.

Why This Matters

Customer support is often the frontline of any business. Making that interaction seamless, quick, and human-like can drastically improve customer satisfaction and operational efficiency.

By leveraging Lumi as the best AI voice assistant, businesses can:

  • Reduce customer wait times by automating routine inquiries and transactions.

  • Free up human agents to focus on more complex or sensitive issues.

  • Ensure consistent and accurate information retrieval and updates.

  • Provide 24/7 support without the need for a large workforce.

Who wins with Lumi?
 Pretty much everyone:

  • E-commerce: Handle order queries, returns, and cancellations.

  • Healthcare: Automate appointment bookings and follow-ups.

  • Banking & Finance: Manage balance checks, payments, and support.

  • Telecom & Utilities: Resolve billing and service requests fast.

  • Government & Education: Deliver voice-powered self-service at scale.

Get Involved and Share Your Thoughts

We are eager to hear your feedback and ideas for AI voice assistants in customer support. What features would you like to see? How could this technology best serve your business or customers?

Drop a comment or reach out to continue the conversation. Together, we can build smarter, more human-like AI agents that transform customer support experiences.

Thanks

To our amazing team members, Rajnish and Aayush, for their contributions in both developing and demonstrating Lumi.

Reference

Let’s Talk

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Anurag Sharma
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