ProcoLink, 2024

AIRES

An AI call center solution that answers tech support calls, logs every conversation as a ticket and hands customers between voice, WhatsApp and email.

Watch the demoView on GitHub
Role
Founding AI software engineer
Team
5 NYP students
Period
May to Aug 2024
Built with
Python, FastAPI, OpenAI, VAPI, WhatsApp API

The demo

A real call with the AIRES agent.

AIRES handling a tech support call from start to finish.

What AIRES does

The parts that make it work.

AIRES is a tech support agent that works around the clock. It answers customer calls, resolves routine issues and manages support tickets in the company's CRM, retrieving, creating and updating them, so human agents can spend their time on the cases that need them.

Natural Singaporean voiceThe AI agent sounds local and realistic, built for how customers in Singapore actually talk.
Lower cost per callA VoIP call costs between $0.05 and $1, far less than a human agent handling the same request.
Ticketing built inEvery call is recorded into a readable support ticket that the agent can retrieve and update later.
Handover across channelsA conversation can move between voice, WhatsApp and email without losing its history.

How it came together

From a student grant to a working product.

  1. The start

    Siew Wei Heng and Jet Palmero won NYP's Jumpstart Grant, giving ProcoLink $10,000 in early funding.

  2. The idea

    They met Julian Ma, CEO of Computer Guys, which led to AIRES: an AI agent built around Computer Guys' support workflow.

  3. On site in Kuala Lumpur

    We visited the Computer Guys helpdesk, shadowed support operations and interviewed agents.

  4. Build and iterate

    We turned the research into 20 hand-drawn wireframes, then planned the architecture and built AIRES.

The team around a table of hand-drawn dashboard wireframes
Working through the wireframes
Hand-drawn wireframes for the AIRES dashboard seen from above
Dashboard sketches, seen from above
The ProcoLink team in NYP shirts beside a ProcoLink screen
The founding team at NYP
The ProcoLink team at the NYP showcase
At the NYP showcase

The team

Five of us, one product.

ProcoLink was founded by Siew Wei Heng and Jet Palmero, who invited me to join as part of the founding AI software engineering team.

Together with Siew Wei Heng, Anson Oh and Lee Guan Feng, I designed prototypes, planned the software architecture and wrote the code that became AIRES.

Working with Computer Guys

Built around a real helpdesk.

The ProcoLink team at the Computer Guys office
Visiting the Computer Guys office.

We partnered with Computer Guys, a tech support company, and visited their helpdesk in Kuala Lumpur, Malaysia.

Seeing their support workflow first-hand showed us where agents lost time, and we tailored AIRES to fit the way their team actually works.

From client to employerAfter seeing what AIRES could do, Computer Guys hired me as an AI Software Engineer.

Recognition

Shown to the Ministry of Education, featured by NYP.

Presenting AIRES at the Ministry of Education showcase.

Nanyang Polytechnic selected AIRES to showcase to Singapore's Ministry of Education. Officials tested the AI agent live, taking real calls through the system.

NYP's School of Information Technology also featured ProcoLink's journey from idea to commercial partnership.

NYP poster on the entrepreneurial journey of ProcoLink
The NYP feature on ProcoLink.
NYP poster giving an overview of the AIRES platform
The AIRES overview poster.

Want the full story?

I'm happy to walk through how AIRES was built, or what I'd do differently now.

sohweiyu.work@gmail.com

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