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AI Case study
PigeonM: an AI agent that answers calls, signs customers up and opens tickets
PigeonM is a US internet and IT services provider for homes, businesses and Wi-Fi users. We built its website, customer app and back office, then added AI: a voice and chat agent that handles the first conversation end to end, and an AI intake platform that matches customers with service providers.
Discuss a similar project See it live: the AI chat on pigeonm.com
- Client
- Pigeon M LLC (USA)
- Industry
- Internet & IT services
- Product
- AI voice + chat agent, AI intake, web and mobile app
- Live
- pigeonm.com (AI chat), intake.pigeonm.com, pigeonm.com/verify
- Channels
- Phone, website chat, iOS and Android app
The challenge
An internet provider for homes, businesses and Wi-Fi users gets the same calls all day: which plan covers my address, how do I sign up, where is my bill, can I add security cameras, why is my internet slow. Each needs the customer identified, the address checked and something done in the CRM or billing system.
PigeonM wanted these conversations answered at any hour, by phone or chat, with real actions taken, and a person brought in only when needed.
What we built
- An AI voice agent on PigeonM's phone line: real-time audio over Twilio Media Streams with the OpenAI Realtime API, natural turn-taking and interruption handling.
- The same agent as a chat on the website (the PigeonM Assistant, live on every page of pigeonm.com: existing customers, bills and payments, new internet, phone and camera services) and inside the PigeonM mobile app.
- Tools the agent can use: find the customer by email or phone, send and verify an OTP, check the address with Google Maps, explain plans, send payment and sign-up links, create CRM leads, tasks and tickets, and transfer the call to a person.
- Document analysis: customers upload network design documents, equipment lists, network topology diagrams and floor plans; Google Gemini 2.5 Flash turns them into structured knowledge, with live progress in the app.
- An AI intake platform (intake.pigeonm.com, Node.js, React, Vite, Tailwind CSS, PostgreSQL) that loads the right form for each service category, asks one question at a time, turns answers into structured data and creates the lead in the CRM, with an admin dashboard.
- Around it: the website (Next.js 15, Payload CMS 3.0, TypeScript, Tailwind CSS) and Flutter app, sign-up for residential, business and Wi-Fi plans with email and mobile OTP, digital Letter of Authorization, Zoho CRM and UISP billing sync with automatic service activation and suspension, Stripe payment links and invoices, and customer referral codes. Hosted on Google Cloud (App Engine, Cloud SQL, Cloud Storage), monitored with Sentry.
- Passwordless secure Wi-Fi: PigeonM joined the Wireless Broadband Alliance OpenRoaming ecosystem. We built Passpoint certificate generation for iOS, Android, macOS and Windows on FreeRADIUS, Step-CA and RadSec, with the full certificate lifecycle and revocation.
- Blockchain proof: network proofs for coverage, connectivity path and performance metrics are collected, hashed and anchored on the Solana blockchain in batches. Anyone can enter a Proof ID and verify it at pigeonm.com/verify (currently on Solana Devnet).
How the AI works
- The agent works by function calling: the language model decides what to do, and our tested backend code does it (OTP, address check, payment link, CRM record). The AI never edits billing data directly.
- Answers about a customer's own network come from that customer's analysed documents, not from general knowledge, so questions like 'can I add two more security cameras?', 'how do I get faster internet?' or 'what changes if I move the router?' are answered against their real setup.
- Speech runs on Deepgram (speech-to-text) and ElevenLabs (text-to-speech); OpenAI GPT and Google Gemini are the main models, and Anthropic Claude and PlayHT can be plugged in.
- When the agent is unsure, or the customer asks, the call goes to a person.
Results
- Phone and chat customers can be identified, verified and sent a payment or sign-up link in the same conversation, at any hour.
- Every AI conversation that needs follow-up ends as a lead, task or ticket in the CRM, so nothing is lost between calls.
- One AI layer serves phone, website and app, on top of the same CRM, billing and Wi-Fi systems.
Technology
- OpenAI Realtime API
- OpenAI GPT
- Google Gemini 2.5 Flash
- Twilio
- Deepgram
- ElevenLabs
- Node.js
- React
- Next.js
- Payload CMS
- PostgreSQL
- Flutter
- Google Cloud
- Zoho CRM
- Stripe
- OpenRoaming
- Passpoint
- FreeRADIUS
- Step-CA
- RadSec
- Solana
- UISP
- Sentry
- TypeScript
- Tailwind CSS
- Google Maps
- Vite
- PlayHT
Screens
Questions
Can I try the PigeonM AI agent?
Yes. Open pigeonm.com: the PigeonM Assistant chat is live on every page. The AI intake platform is at intake.pigeonm.com, and blockchain network proofs can be checked at pigeonm.com/verify.
What can the PigeonM AI agent do on a phone call?
Identify the caller by email or phone, verify them by OTP, check the service address, explain plans, send payment and sign-up links, create CRM leads, tasks and tickets, and transfer the call to a person.
How does the AI answer questions about a customer's own network?
Customers upload network designs, equipment lists and floor plans. Google Gemini turns them into structured knowledge, and the agent answers from that.
Did Arthonsys build more than the AI for PigeonM?
Yes. We built the website, Flutter app, Zoho CRM and UISP billing automation, Stripe payments, passwordless OpenRoaming / Passpoint Wi-Fi on FreeRADIUS, Step-CA and RadSec, and Solana blockchain anchoring for network proofs (pigeonm.com/verify).
Can you build an AI voice agent for my business?
Yes. We connect the AI to your phone line, website and app, give it tools for your CRM, billing and booking systems, and keep a person in control of the important steps.
Tell us what you want to build
Share a few lines about your idea or project. A senior person from our team replies within 1–2 business days, with honest advice on scope, time and cost.
Prefer email? info@arthonsys.com · +91-9887578854