The Challenge: The Build vs. Buy Dilemma at Scale
To deliver an effective voice AI solution, a company must build and maintain a complex technology stack. This involves integrating LLMs, managing text-to-speech engines, handling telephony with carriers like Twilio, and developing advanced features like noise cancellation.
The company was at a crossroads. Building this in-house would require a dedicated team of specialized engineers, diverting capital and focus from their primary business goals. They needed a solution that would let them scale immediately without the associated engineering overhead.
The Solution: A Turnkey, Provider-Agnostic Voice AI Engine
The company chose to white-label Fluents.ai's entire voice AI platform. This gave them an instant, fully-managed infrastructure that handled all the backend complexity. The most critical component of this solution was its provider flexibility.
- A Comprehensive, Integrated Stack: The entire pipeline was provided as a single solution, saving countless engineering hours.
- Instant Access to Advanced Features: The company could immediately offer clients state-of-the-art features like AI-powered noise cancellation and warm transfers, with new updates from Fluents.ai being added automatically.
- Complete Provider Flexibility with "Bring Your Own Key" (BYOK): This was the game-changer. Fluents.ai's platform is provider-agnostic, empowering the customer to:
- Use their own API keys for leading Large Language Models (LLMs) like OpenAI's GPT series and Google's Gemini models.
- Integrate their preferred Text-to-Speech (TTS) and Speech-to-Text (STT) providers, such as the lifelike voices from ElevenLabs or the high-speed transcription from Deepgram.
This flexibility allowed them to directly manage provider relationships, negotiate custom rates, and maintain full control over their technology stack and compliance needs (like BAAs).
The Results: Scalability, Focus, and Unmatched Control
The adoption of Fluents.ai yielded transformative results.
- Massive Operational Scalability: The company flawlessly handles up to 90,000 calls per day, proving the platform's reliability under extreme load.
- Strategic Resource Allocation: By offloading the engineering burden, the company reinvested capital directly into growth initiatives like sales and marketing.
- Zero Engineering Overhead: The company benefits from the latest AI models and features without dedicating any internal engineering time to development or integration.
- Granular Cost and Architectural Control: The BYOK model empowered them to cherry-pick the best provider for each task. They could use OpenAI for one use case and Google Gemini for another, optimizing both cost and performance without being locked into a single vendor's ecosystem.
"Fluents.ai gave us the power of a world-class voice AI engineering team without having to hire one. The ability to bring our own keys for providers like OpenAI, Google Gemini, and ElevenLabs was the final piece, giving us total control over our tech stack and unit economics. We can focus 100% on our customers and growth."
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Frequently Asked Questions
Find answers to common questions about this case study.
The agency faced the "build vs. buy" dilemma. Building the complex voice AI technology stack in-house would require a massive investment in a specialized engineering team, diverting capital and focus away from their core business goals of sales and growth.
Fluents.ai provided a turnkey, fully-managed infrastructure that eliminated the engineering burden. The most critical feature was the "Bring Your Own Key" (BYOK) model, which gave them complete control to use their preferred LLM, TTS, and STT providers.
The agency can now handle up to 90,000 calls per day with zero internal engineering overhead. This massive scalability, combined with granular control over their tech stack and costs, allows them to allocate all their resources toward growth.