Скачать или смотреть Build a Hybrid AI Phone Agent with Human Escalation | OpenAI Real-Time + Twilio + NestJS

Build a hybrid AI voice agent that can intelligently hand off calls to a human. In this tutorial, you’ll add OpenAI real‑time tool calling, create a transfer‑to‑human tool, and wire up a SIP call transfer through Twilio so frustrated customers can be escalated fast.

What you’ll learn:
How tool calling works in the OpenAI real‑time API
Where to implement transfer logic in the phone service
How to configure Twilio SIP Trunks for call transfers
Setting the SIP target URI and whitelisting IPs
End‑to‑end demo of an AI agent escalating to a manager

If you’re building voice AI, call center automation, or customer support agents, this is a practical, production‑style workflow.

🔗 RESOURCES
• Playlist:    • Building Production Voice AI Systems  
• Starter Code: https://github.com/TafadzwaD/realtime...
• OpenAI Real-time API Docs: https://platform.openai.com/docs/guid...
• OpenAI Voice Agents Guide: https://platform.openai.com/docs/guid...
• Twilio Elastic SIP Trunking: https://www.twilio.com/docs/sip-trunking
• Twilio Warm Transfer Tutorial: https://www.twilio.com/en-us/blog/dev...

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Chapters:
00:00 - Introduction - Why AI Agents Need Human Escalation
00:19 - Getting the Starter Code from GitHub
01:08 - Creating a Git Branch for Changes
02:15 - Implementation Phase: Agent to Human Phone Call Transfer
02:33 - Understanding the AI Phone Service Architecture
02:55 - Creating the Transfer Tool Definition
03:52 - Registering Tools in the Real-time Session
04:24 - Configuring When to Trigger Human Escalation
04:52 - WebSocket Communication Flow
05:30 - Building the Tool Handler Method
06:15 - Implementing the Call Transfer Function
07:41 - Configuring Twilio SIP Endpoint
08:04 - Twilio Elastic SIP Trunk Setup
08:26 - Enabling Call Transfer & PSTN - Twilio
08:45 - Setting Up the Termination Domain
09:28 - IP Whitelisting for Security
09:56 - Using ngrok for Local Testing
10:37 - Configuring the Target SIP URI
10:56 - Setting Up OpenAI Webhook
11:26 - Live Demo: Frustration Detection & Transfer
12:00 - Outro & Extending the System