The challenge
Users hit friction inside the app and dropped to a slow phone line or a ticket, losing context and patience.
Re-routing them out of the app to get help killed conversions.
The solution
The team embedded voice into their own app via the MyChatBot Web Voice SDK:
- Voice inside the app, the MyChatBot Web Voice SDK adds inbound (WebRTC) and outbound (Twilio/SIP) calls with a few lines of JS.
- Own voice and instructions, each AI voice agent gets its own voice, language and prompt, fully under the team's control.
- Client-side tools, the agent calls the app's own functions mid-call, navigating the UI, searching, booking, updating records.
- Persistent callers, defaultCallerId keeps a stable identity across sessions, so context follows the user.
- Scales with usage, minute bundles and per-minute overage mean the same SDK serves a prototype and a production app.
Embedded voice support resolved issues in-context and tickets fell 44%.
What was deployed
Agents used
Voice Agent (SDK)Client Tools
Channels connected
Web Voice SDKWebRTCTwilio/SIP
"Help lives inside the app now, the user never has to leave to get it."
Olha Kravchuk
Head of Engineering
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