A Czech-language phone agent that actually answers customers. that actually answers customers.

CADEMA is a Czech manufacturer of wooden garden structures. Inbound calls used to bottleneck on a single human; missed calls became missed orders. I shipped a voice agent that handles Czech-language inbound calls end-to-end — quoting delivery timelines, qualifying buyers, and forwarding edge cases.

The interesting work wasn’t wiring the APIs together. It was the iteration loop on real callers: catching TTS pronunciation errors on Czech place names, building a delivery-timeline knowledge base that doesn’t hallucinate, and tuning O2 conditional forwarding so the human only gets the calls the agent shouldn’t take.

What the iteration loop actually looked like. I sat next to the phone with a transcript open and tweaked. Czech place names mispronounced by default voices? Build an SSML pronunciation dictionary. Delivery timeline questions producing confident hallucinations? Replace the freeform LLM answer with a tight, prompt-pinned KB lookup. Caller wanted a custom-spec quote? That’s a hand-off, and the O2 conditional rule routes it to the human within two rings.