📞 Call Center AI Stack with MCP and RAG

A real-time, websocket-based call center solution powered by voice-to-voice AI, integrating with Twilio (or alternative telephony providers) and OpenAI's real-time voice API. Enhanced with Model Context Protocol (MCP) for tool integration, Retrieval-Augmented Generation (RAG) for contextual memory, and Agent-to-Agent (A2A) collaboration. Includes a configurable dashboard built with Svelte for model and workflow management.

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🧱 Architecture Overview

The stack is designed for real-time voice interactions, modular integrations, and secure, scalable deployments. All components are containerized and interoperable via MCP.

Layer	Component	Description
Frontend	Svelte Dashboard	Web-based dashboard for configuring models, call flows, MCP tools, and analytics. Built with Svelte and Tailwind CSS.
WebSocket Server	Node.js WebSocket	Manages real-time audio streaming and communication between telephony services, AI, and MCP tools.
Telephony Integration	Twilio (or alternatives)	Handles inbound/outbound calls, streaming audio to the WebSocket server. Supports multiple providers.
Voice AI Engine	OpenAI Real-Time Voice API	Enables natural, context-aware voice conversations with configurable prompts.
Memory & RAG	PostgreSQL + pgvector	Semantic memory for call history, document retrieval, and RAG to enhance responses with context.
Tooling Layer	MCP – Model Context Protocol	Universal interface for integrating tools, APIs, business logic, and other agents.
Agent Collaboration	A2A – Agent-to-Agent	Enables agents to collaborate, delegate, or validate tasks via MCP.
Analytics	PostgreSQL	Logs call metadata, configurations, and outcomes for dashboard analytics and reporting.
Infrastructure	Docker	Containerized services for scalability, isolation, and secure deployments.

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📡 WebSocket Server

The Node.js WebSocket server is the backbone of real-time communication:

• Audio Streaming: Relays audio between Twilio (or alternatives) and OpenAI’s voice API.
• MCP Integration: Routes tool calls and agent interactions via MCP.
• Scalability: Handles multiple concurrent calls with low latency.
• Reliability: Manages connection issues with automatic retries.

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☎️ Telephony Integration

The stack supports Twilio or alternative providers (e.g., Vonage, Plivo) for:

• Call Handling: Routes inbound/outbound calls to the WebSocket server.
• Metadata Capture: Logs caller details, timestamps, and call status.
• Pluggable Design: Easily swap telephony providers via configuration.

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🗣️ OpenAI Real-Time Voice API

The OpenAI voice engine powers:

• Natural Conversations: Context-aware, multilingual voice interactions.
• RAG Integration: Enhances responses with retrieved documents or call history.
• Custom Prompts: Configurable via the Svelte dashboard for specific use cases (e.g., support, sales).

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🧰 MCP – Model Context Protocol

The Model Context Protocol (MCP) enables seamless integration of tools and services:

• Tool Description: Each tool is self-described (name, parameters, response format).
• Dynamic Access: Tools are discoverable by the voice AI and other agents at runtime.
• Examples:
  • Internal APIs (e.g., CRM, ticketing systems)
  • External services (e.g., calendar APIs, payment gateways)
  • Other agents for collaborative workflows

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🤖 A2A – Agent-to-Agent Collaboration

Agent-to-Agent (A2A) interaction allows multiple AI agents to work together via MCP:

• Delegation: A support agent delegates to a billing agent for payment queries.
• Composition: A sales agent combines customer data from a CRM agent and a product catalog agent.
• Validation: An agent cross-checks responses with a compliance agent.
• Chaining: Agents pass tasks to one another for complex workflows.

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🗃️ Vector Memory with RAG

The PostgreSQL + pgvector layer powers Retrieval-Augmented Generation (RAG):

• Contextual Memory: Stores call history, configurations, and customer data for personalized responses.
• Document Retrieval: Pulls relevant documents (e.g., FAQs, manuals) to inform answers.
• Multi-Tenant: Supports isolated data for different clients or teams.
• Privacy: Data remains local and auditable.

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⚙️ Svelte Dashboard Configuration

The Svelte-based dashboard provides:

• Model Management: Configure OpenAI voice model parameters (tone, language, speed).
• Call Flow Design: Define scripts, intents, and MCP tool assignments.
• Agent Orchestration: Set up A2A workflows and fallback logic.
• Real-Time Monitoring: Track active calls, agent performance, and system health.
• Analytics: Visualize call metrics, customer satisfaction, and trends.
• Security: Role-based access for admins, supervisors, and agents.

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🛡️ Security & Deployment

• Containerized: Dockerized services for isolation and portability.
• Secure Communication: WSS (WebSocket Secure) and encrypted MCP calls.
• Data Privacy: Local storage in PostgreSQL, GDPR-compliant.
• Auditable Logs: Track all interactions for compliance and debugging.
• Deployment Options: Cloud (AWS, Azure) or on-premises, air-gapped compatible.

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📊 Example Use Cases

Use Case	Configuration Example	MCP Tools / A2A Example	Description
Customer Support	English, empathetic tone, RAG FAQs	fetch_ticket, escalate_agent	Resolves queries using RAG, delegates to human agent if needed.
Sales Outreach	Multilingual, dynamic scripts, CRM integration	crm_lookup, product_agent	Personalizes pitches with CRM data, collaborates with product catalog agent.
Survey Collection	Neutral tone, structured prompts	store_response, analytics_agent	Collects feedback, stores responses, and delegates to analytics agent.
Appointment Booking	Professional tone, calendar integration	calendar_api, confirmation_agent	Books appointments, confirms via a secondary agent.

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✅ Why This Stack?

• Real-Time Voice: Natural, context-aware conversations via OpenAI’s voice API.
• MCP Integration: Seamless tool and API connectivity for custom workflows.
• A2A Collaboration: Agents work together for complex, multi-step tasks.
• RAG-Enhanced: Contextual responses using call history and documents.
• Svelte Dashboard: Lightweight, responsive UI for configuration and analytics.
• Secure & Scalable: Enterprise-grade, containerized, and privacy-focused.

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💼 Our Services

We provide comprehensive support:

• System setup and telephony integration (Twilio or alternatives)
• MCP tool development and A2A workflow design
• RAG configuration with your data sources
• Custom Svelte dashboard implementation
• Team training and ongoing support