AI Telesales Agent Requirement Document

Table of Contents
1. Project Overview ................................................................................................... 1
2. AI Agent Role & Functionality................................................................................... 1
3. Functional Requirements ........................................................................................ 2
A. Call Initiation & Voice Processing ....................................................................... 2
B. Speech & Language Understanding .................................................................... 2
C. Business Pitch & Information Sharing ................................................................. 2
D. Meeting Scheduling .......................................................................................... 2
E. Call Closure & Thank You ................................................................................... 3
4. AI Call Flow & Script ............................................................................................... 3
5. Additional Considerations ....................................................................................... 4
6. Development Milestones ........................................................................................ 5

1. Project Overview

The goal of this project is to develop an AI-powered telesales agent with a human-like voice
that can call IT system integrator companies, introduce ACSC’s services, and schedule an
introductory meeting with potential customers.

2. AI Agent Role & Functionality

• The AI agent, named Nadia, will act as a tele-sales representative.

• It will initiate cold calls to IT professionals and decision-makers.

• The AI will speak in natural human-like language, maintaining a professional yet

engaging tone.
 • The AI will introduce ACSC, highlight its expertise in networking and cybersecurity,
and attempt to schedule a meeting.

• It will handle basic objections and guide the conversation naturally.

• The AI must recognize if the customer is interested, neutral, or not interested,

adjusting responses accordingly.

3. Functional Requirements

A. Call Initiation & Voice Processing

• AI should dial a predefined contact list.

• AI should recognize and address the recipient by name.

• AI should request permission for a short conversation.

• AI should be capable of detecting positive, neutral, or negative responses.

B. Speech & Language Understanding

• The AI must understand and generate natural, human-like conversation.

• It should handle accents, different tones, and slight variations in responses.

• It should recognize common phrases such as “I’m busy” or “Can you call later?” and
respond accordingly.

C. Business Pitch & Information Sharing

• AI should deliver a concise and structured introduction about ACSC’s services.

• AI should be able to provide details about partnership levels, certifications, and

experience.

D. Meeting Scheduling
• AI should request a suitable date and time from the customer.

• AI should confirm the time slot and send a meeting invitation via email or calendar
integration.

• AI should store the appointment details for follow-up.

E. Call Closure & Thank You
• AI should thank the customer and politely end the call.

• AI should log the conversation details for future reference.

4. AI Call Flow & Script

Scenario: Cold Call to a Customer

• AI Agent (Nadia) initiates the call

o “Hi! This is Nadia from ACSC. Am I speaking with Mr. Nour?”

• Customer Response (Nour)

o “Yes, I am Nour.”

• AI Agent Asks for Permission

o “Is it a good time for a 2-minute conversation? May I have a quick chat with
you?”

• Customer Response

o “Yes, tell me.”

• AI Agent Introduces ACSC

o “I am calling from ACSC, a system integrator specialized in networking and

cybersecurity. We are a Cisco Gold Partner and exclusively work with Cisco for
networking solutions. Our team is certified, covering solution design, sizing,
implementation, and after-sales support.
Along with networking, we specialize in cybersecurity, partnering with
vendors like Palo Alto, Trend Micro, Opswat, and Obscurity. Our expertise
covers firewalls, email security, and endpoint protection.”

• AI Agent Proposes a Meeting

o “In a nutshell, that’s the reason for my call today. I’d love to schedule a quick
30-minute meeting to introduce our portfolio, partnership levels, and
references. Would you be available for a brief meeting sometime soon?”

• Customer Response (Nour)

 o “Yes, I don’t have a problem. Let me check my calendar… Probably next
Wednesday would be good.”

• AI Agent Confirms Availability

o “Any preferred specific time on Wednesday?”

• Customer Response

o “Yes, 11:00 AM is good.”

• AI Agent Confirms the Meeting

o “Perfect! I will save the slot and send you a meeting request accordingly.”

• Customer Response

o “Okay, no problem.”

• AI Agent Ends the Call

o “Thank you very much for your time, Mr. Nour. Looking forward to our
discussion. Have a great day!”

5. Additional Considerations

A. AI Capabilities

• Text-to-Speech (TTS): AI should have a clear, professional, and human-like voice.

• Speech Recognition: AI must understand and process different speech patterns and
accents.

• Conversational Memory: AI should remember key details (like customer’s preferred

time).

• Emotion Detection: AI should recognize if the customer sounds hesitant, interested,

or rushed.

B. Integration Requirements

• AI should integrate with CRM tools (HubSpot, Salesforce, etc.) for logging calls.

• AI should send calendar invites via Outlook or Google Calendar.

• AI should have an API for real-time call monitoring and reporting.

6. Development Milestones

1. Phase 1: Develop core AI calling and voice capabilities.

2. Phase 2: Implement natural language understanding (NLU) for varied responses.

3. Phase 3: Enable CRM and scheduling integration.

4. Phase 4: Conduct live tests and refine the conversation flow.

End of Document