A Voice AI Platform Automating 60–80% of Calls

Company Overview

Sonea.ai (Laneone) is an enterprise voice AI platform that automates customer interactions with intelligent Digital Workers. It enables businesses to handle real-time phone conversations, execute workflows, and integrate with existing systems without leaning heavily on human agents or engineering teams.

The platform began as a real-time voicebot engine focused on handling live calls with low latency. StrategistHub partnered with Sonea.ai to evolve this into a full multi-tenant SaaS platform, allowing organizations to design, deploy, and manage AI-powered voice agents through a no-code visual builder.

Business Challenges

• High Cost of Manual Call Handling - a large portion of call center operations consisted of repetitive queries, which increased operational costs and reduced efficiency.

• Slow Development of Voice Solutions - building and deploying voice agents required significant engineering effort, often taking weeks for each new use case.

• Dependence on Engineering Teams - business teams could not directly create or modify voice workflows, leading to bottlenecks and slower iteration cycles.

• Complex Enterprise Integrations - connecting voice agents with CRMs, APIs, and databases required a flexible but secure integration layer that did not yet exist.

• Multi-Tenant and Security Requirements - the platform needed to support multiple organizations with strict data isolation and enterprise-grade security controls.

• Strict Latency and Reliability Expectations - real-time voice interactions require sub-second responses and near-perfect uptime, which are difficult to achieve at scale.

Scope

StrategistHub partnered with Sonea.ai to evolve its voicebot engine into a scalable, enterprise-grade SaaS platform. The focus was not on rebuilding everything from scratch but on systematically strengthening the platform to make it reliable, secure, and ready for real-world usage across multiple organizations. That meant building a robust real-time voice engine, designing a proper multi-tenant architecture, enabling faster agent deployment, giving non-technical teams the tools to operate independently, and ensuring the whole system could perform under enterprise demands.

What We Delivered

• Real-Time Voice AI Engine - designed and built the core voice AI engine for enterprise telephony using Azure Communication Services. It handles live calls, processes speech in real time, and delivers the low-latency performance that enterprise voice interactions demand.

• Multi-Tenant SaaS Architecture - architected the platform as a multi-tenant SaaS with per-tenant partitioning in Cosmos DB and middleware-enforced tenant context on every request, ensuring data, workflows, and configurations are fully isolated per organization. CQRS was applied to decouple read paths (analytics, session lookups) from write paths (configuration, call events) for independent scaling.

• Multi-Agent Orchestration and Tool Execution - implemented multi-agent orchestration with dialog-engine routing so multiple AI agents can collaborate within a single conversation. Advanced tool execution via the MCP protocol allows agents to interact with external systems safely and reliably.

• Real-Time Audio Processing and Reliability - active-passive regional routing automatically directs new calls to a healthy region during incidents, while in-flight sessions use fast reconnect logic with state rehydrated from Redis to minimize disruption.

• Visual Workflow Builder and Enterprise Integrations - built a no-code visual workflow builder that lets business teams design and deploy voice workflows without engineering support. An enterprise integration layer with strong security controls was also delivered, along with an automated evaluation framework.

• Performance and Scalability - stateless control-plane services scale horizontally behind a load balancer, while stateful call sessions use affinity-based routing with graceful drain handling during deployments to avoid dropped calls. Distributed tracing follows each session end-to-end across services for full observability.

Impact

• Faster Deployment Cycles - voice agents that previously took weeks to build can now be deployed in hours using reusable templates and visual workflows.

• Operational Efficiency - the platform enabled automation of 60–80% of routine call center interactions, significantly reducing operational overhead.

• Real-Time Performance at Scale - the system consistently delivers sub-500ms end-to-end turn latency and sub-250ms time-to-first-token on speech recognition, with 99.9% availability and minimal downtime tolerance.

• Multi-Tenant Scalability - multiple enterprise clients can now operate independently on the same platform with full data isolation and customized workflows.

• Reliability and Trust - with failover mechanisms, monitoring, and strong security controls in place, the platform is stable enough for real-world enterprise usage.

Approach

• Collaborative Discovery & System Assessment - worked closely with Sonea.ai's team to map voice workflows, identify gaps in scalability, latency, and reliability, and define clear priorities for production readiness.

• Agile Execution - delivered improvements through sprint-based iterations with continuous testing and stakeholder feedback, ensuring stable rollout of core systems with minimal disruption.

• Scalable Engineering Practices - implemented modular microservices architecture, CQRS patterns, and CI/CD pipelines to enable high-performance processing, faster development cycles, and long-term scalability.

Conclusion

With StrategistHub's partnership, Sonea.ai has become a scalable and intelligent voice AI platform that helps enterprises automate operations, reduce costs, and deliver better customer experiences. By bringing together real-time voice processing, multi-agent orchestration, and a no-code workflow builder into one connected system, it is setting a new standard for what enterprise voice automation can look like.

Sonea.ai gives business teams the tools to move faster, gives organizations the confidence to scale, and gives customers a smoother experience on every call. As AI continues to reshape how businesses operate, Sonea.ai is built to lead that change.