Direct Answer (TL;DR)
The Brilo AI voice agent generates replies during the live call in real time (RealTime) by converting incoming speech to text, running on-call model inference, and synthesizing audio with the configured text-to-speech (TTS) voice. The AI caller bot's capabilities support streaming transcription (speech-to-text) and streaming TTS so callers hear a response within the same call session.
Why This Question Comes Up (problem context)
Technical owners and support teams ask about real-time behavior because perceived delay affects caller experience. Teams want to know whether the Brilo AI voice agent responds live or plays pre-recorded audio. Teams also need to confirm which factors affect latency so they can test and optimize for production readiness.
How It Works (High-Level)
During a call, the Brilo AI voice agent listens and converts speech to text (speech-to-text, STT). The Brilo AI voice agent sends the transcript to the configured dialogue model for intent and response generation (model inference). The generated response text is then converted to audio by the selected text-to-speech provider (TTS). When configured for streaming synthesis, the Brilo AI voice agent begins playback as soon as enough audio is produced, rather than waiting for the full response. The Brilo AI voice agent can also present a live transcript (streaming transcription) so agents and supervisors can monitor timing and content.
Related technical behaviors include real-time synthesis, streaming transcription, model inference latency, and caller barge-in (callers can interrupt the AI voice agent). Each of these elements contributes to the overall RealTime experience.
Guardrails & Boundaries
Brilo AI voice agent capabilities include configurable guardrails to keep real-time responses safe and predictable. Typical guardrails include confidence-based escalation rules, maximum answer length, restricted topics lists, and mandatory handoff triggers. If the Brilo AI voice agent confidence in intent or required data is low, the caller bot follows the escalation path and does not invent answers. The Brilo AI voice agent also enforces permissioned access for integrations so the voice agent only uses approved caller context during the live call.
The Brilo AI voice agent may queue short pauses while waiting for API responses or TTS synthesis. These are normal and controlled by the call flow settings and TTS selection.
Applied Examples
An inbound support flow uses the Brilo AI voice agent to confirm an order number in seconds, synthesize the reply, and then fetch ticket status if requested. The Brilo AI voice agent uses caller context from CRM during the same session.
An outbound verification call uses the Brilo AI voice agent to ask questions, accept spoken answers, and confirm next steps. Streaming TTS lets the Brilo AI voice agent start speaking before the full reply is finalized for faster perceived latency.
After-hours support routing runs the Brilo AI voice agent for triage, capturing caller intent via streaming transcription and then routing to human agents when escalation rules trigger.
Human Handoff & Escalation
Human involvement is built into the Brilo AI voice agent design. The Brilo AI voice agent can transfer calls to a human when escalation conditions are met, when the caller requests a person, or when confidence thresholds are not satisfied. Handoffs include a concise summary of the interaction and the context that the Brilo AI voice agent captured. The AI caller bot supports warm transfers and basic call metadata handoff so human agents receive the transcript and the information already collected.
Setup Requirements
To validate RealTime behavior, buyers should prepare the following for the Brilo AI voice agent:
An agent created in the Brilo AI dashboard and assigned a phone number for inbound testing.
Chosen TTS provider and voice caller selected in the AI bot’s Voice & TTS settings. Use lower-latency voices when available.
Enabled streaming transcription if live transcripts are required.
API keys and permissions for any CRM or contact context integrations so the Brilo AI voice agent can access caller data. See the Brilo AI HubSpot integration guide for an example integration pattern.
Defined call flows, maximum answer length, and escalation rules to control response verbosity and guardrails.
Representative test calls and network conditions to measure network and carrier latency.
For integration examples and CRM sync patterns, see Brilo AI's list of integration resources.
Business Outcomes
When configured for RealTime operation, the Brilo AI voice agent reduces hold time and improves first response time. Real-time synthesis and streaming transcription let teams handle higher call volume without adding headcount. The Brilo AI voice agent call handling features also improve consistency because every reply uses approved knowledge and configured tone. Monitoring real-time metrics enables gradual optimization of model settings and TTS choices to match business SLAs.
Next Step
Run representative test calls and review recordings and transcripts in the AI caller bot's dashboard to measure perceived latency and audio quality. For patterns and typical production setups, review Brilo AI use cases for live support and overflow handling. If you need region-specific latency or SLA details, collect test call examples and open a support ticket through your Brilo AI workspace so the support team can review logs and recommend specific TTS or call flow changes. For guided assistance, book a call with our team today.