Thesis: Design and evaluation of a voice AI agent for 24/7 structured support intake

Providing telephone support outside office hours is costly, while voicemail and online forms can leave support teams with incomplete information. This thesis explores whether a voice AI agent can gather support requests reliably and pass them on in a structured format. The emphasis is on evaluating data quality, summary accuracy and speech pipeline performance rather than simply building a prototype.

The assignment

• Develop a prototype that answers incoming calls in Swedish or English, follows a structured intake dialogue and asks follow-up questions within a defined scope.
• Generate structured call summaries and integrate their delivery into a support workflow, starting with a shared mailbox.
• Use existing telephony, speech-to-text, language model and text-to-speech platforms or APIs.
• Evaluate the prototype through simulated calls, measuring the completeness and consistency of collected information and the fidelity of summaries to transcripts.
• Compare scripted dialogue control with an LLM-driven approach that produces structured output.
• Assess transcription accuracy and latency for Swedish and English using the same intake flow, and investigate suitable architecture and integration points.
• Adapt the evaluation to the degree level: one focused question for a bachelor's thesis or a broader comparison for a master's thesis.

Who we are looking for

• Bachelor's or master's student in computer science or computer engineering.
• Expected to graduate in June 2027.
• Fluent in both Swedish and English, in speech and writing.

What we offer

• A thesis placement at Knightec Group's Sundsvall office.
• A project scope tailored to either 15 or 30 credits.

Practical details

Location: Sundsvall office. Start: January or March 2027. Scope: 15 credits at bachelor's level or 30 credits at master's level. Apply through the company's careers page as soon as possible, no later than 30 November 2026. Questions can be sent to johanna.edstrom@knightec.se.