Autonomous Enterprise IVR Orchestration Using Agentic Artificial Intelligence: A Multi-Agent Framework for LLM-Based Reasoning, OpenAPI Tool Invocation, and Business Process Automation
Keywords:
Agentic AI, Enterprise IVR, Large Language Models, Multi-Agent Systems, OpenAPI Integration, Workflow Automation, Business Process Automation.Abstract
Enterprise IVR systems must have independent intelligence to go beyond predetermined workflows and human reliance. The proposed research is based on a multi-agent AI model that incorporates the notions of LLM reasoning, communication with OpenAPI tools, and automation of business processes. Performance of workflows on a synthetic IVR dataset and machine learning models is assessed, with a high accuracy of 93.80% of tasks, 95.30% API accuracy, and lower human escalation. The framework provides a demonstration of scalable autonomous orchestration and tackles issues of reliability and security within enterprise communication settings.
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