InstantAlfred: an AI sales call agent for a UAE insurer, built by Hoop.
A leading UAE insurance platform needed to qualify and quote inbound leads by phone without scaling up a call center. Our team built InstantAlfred, a Python and FastAPI voice platform that bridges Twilio's telephony with OpenAI's GPT-4 Realtime API, conducting full qualification calls and handing off to WhatsApp for the quote.
- Client
- Insurance Platform (UAE)
- Industry
- InsurTech / Voice AI
- Location
- United Arab Emirates
- Timeline
- 1 Month, Feb 2025
In short
The Sales Call Agent is a streamlined, Python-powered voice communication platform that leverages OpenAI's GPT-4 Realtime API to deliver intelligent, context-aware phone interactions. Built as a bridge between Twilio's telephony infrastructure and OpenAI's conversational AI, it was purpose-built for a leading UAE insurance platform's automated lead follow-up and qualification.
- AI voice agent (InstantAlfred) built on OpenAI’s GPT-4 Realtime API
- FastAPI backend bridging Twilio telephony with the conversational engine
- Structured 8-point qualification flow inside a natural conversation
- Automated WhatsApp handoff for personalized quote delivery
Bridging real-time telephony and real-time AI
Phone calls and conversational AI are both real-time systems, and connecting them cleanly is the hard part. Twilio needed to hand live call audio to OpenAI’s GPT-4 Realtime API and get a natural-sounding response back fast enough that the conversation never feels like it’s talking to a machine on a delay.
On top of the plumbing, the conversation itself had to do real work: verify who it was speaking to, understand a specific insurance need, branch into category-specific questions, and know exactly when to hand off to WhatsApp, all without reading like a script.
Real-time telephony meets real-time AI
Bridging Twilio’s call infrastructure with OpenAI’s Realtime API so responses feel immediate, not delayed.
Structured data from a natural conversation
Capturing identity, requirements and consent reliably, without the call feeling like a rigid script.
Category-specific conversation branches
A motor insurance inquiry needs different questions (vehicle, license history) than other policy types.
The right moment to hand off
Knowing exactly when consent is secured and a personalized quote should move to WhatsApp.
A FastAPI bridge between Twilio and OpenAI
We built a Python and FastAPI backend that sits between Twilio’s telephony infrastructure and OpenAI’s GPT-4 Realtime API, streaming call audio to the model and its spoken response back through the line. The conversation logic guides the agent through identity verification, availability, insurance requirements, current insurer, category-specific detail (such as vehicle and license information for motor insurance), and consent for follow-up.
Once consent is secured, the system triggers an automated WhatsApp message carrying the personalized quote, closing the loop from first ring to delivered quote without a human touching the handoff.
From first ring to a delivered quote
- 01Step 01
Call placed or routed
An interested customer places a call, or is called back; Twilio routes it to the agent platform.
- 02Step 02
Greeted by the AI agent
The caller is greeted by the AI-powered Sales Call Agent, InstantAlfred.
- 03Step 03
A structured, natural qualification conversation
The agent works through one conversation: confirm identity, verify availability, identify insurance requirements, determine current insurer, specify category (e.g. motor), collect vehicle details, assess driving experience, and secure consent for WhatsApp follow-up.
- 04Step 04
Quote delivered on WhatsApp
A personalized insurance quote is automatically delivered via WhatsApp once the call ends.
What the call and the dashboard look like
Active call & live transcript
Mute, keypad, hold and transfer controls alongside a real-time transcript of the conversation.
Live call queue & lead scoring
Each call is scored against a qualification checklist as it progresses.
Inside the dashboard
Qualification Checkpoints Per Call
5
Data Points Captured Per Conversation
8
Systems Bridged: Twilio & OpenAI
2
Automated Handoff To WhatsApp
1
The results
Inbound & Outbound Qualification
Automated
Voice Conversation Engine
Real-Time
8-Point Data Capture
Structured
Build Delivered
1 Month
The services behind this agent
Need a call center workflow automated?
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