Case Study

How Did Acefone and AceCloud Build a Real-Time Voice AI Platform for Enterprise Telephony?

About Company

Acefone is a fast-growing cloud telephony and SaaS communications provider that helps businesses manage voice communication, contact center operations and customer engagement through cloud-based calling solutions.

As enterprise demand for intelligent call automation increased, Acefone wanted to embed real-time conversational AI into its voice platform. The goal was to deliver faster, smarter and more responsive AI-assisted conversations without compromising call quality, uptime or customer experience.

Challenges

Delivering real-time voice AI with sub-100ms response latency.
Preventing infrastructure, session management or model delays from affecting call quality.
Supporting thousands of simultaneous AI-assisted calls at production scale.
Managing parallel WebSocket connections, session state and AI inference under high concurrency.
Preserving conversation context across a distributed, stateless backend.
Maintaining 24×7 availability for a mission-critical telephony platform.
Avoiding downtime or degradation that could impact enterprise customers and end-users.
Managing model updates, infrastructure scaling and incident response without adding internal operational overhead.

Solutions

AceCloud operates Acefone’s real-time voice AI platform as a fully managed service.
Lambda-based streaming backend managed by AceCloud for real-time voice processing.
API Gateway WebSocket configurations managed and optimized for high-concurrency call sessions.
Auto-scaling policies implemented to absorb call volume spikes without manual intervention.
Amazon ElastiCache Redis cluster managed by AceCloud for fast session state lookups.
Redis sizing, replication, eviction policies and failover configuration tuned for sub-millisecond performance.
Amazon Nova Sonic integration via Amazon Bedrock managed for real-time voice AI response generation.
Latency tuning, response quality monitoring and model configuration handled by AceCloud.
LLM orchestration for complex reasoning tasks managed with circuit-breaker and fallback configurations.
Nova Pro and GPT-class model workflows benchmarked before production promotion.
24×7 NOC operations monitoring call success rates, AI response latency, session health and infrastructure metrics.
P1 incident response within 10 minutes, supported by root-cause analysis and post-mortem documentation.
End-to-end security operations covering IAM policies, TLS configuration, API Gateway authorization, CloudTrail logging and periodic vulnerability assessments.

Real-Time Voice AI for Low-Latency Enterprise Telephony

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Published By: Akhil Khandelwal

Akhil, Senior Manager of AWS Migration at AceCloud, has over 13 years of experience in the IT industry. His technical expertise is backed by an impressive array of certifications, including AWS Certified Solutions Architect, Professional, Google Cloud Associate Cloud Engineer, AWS SysOps Administrator, and ITIL v3. Follow him on LinkedIn.