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\n BENEPASS × VAPI · TECHNICAL OVERVIEW\n

Voice AI
phone support.

A voice agent that acts as Benepass's first-line phone support. It verifies the caller, answers benefits questions from your own help center, and opens an Intercom ticket when a person needs to take over.

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\n OVERVIEW\n

Three things, on every call.

The agent runs on a dedicated phone number and handles the whole call: speech, understanding, the conversation, and the integrations behind it.

Verify

Confirms the caller.

Asks for the work email on the caller's Benepass account and checks it against your member directory before doing anything else.

Answer

From your help center.

Answers benefits questions from Benepass's own Intercom articles. Nothing is scripted, and edits you make in Intercom show up live on the next call.

Escalate

Hands off to a person.

When it can't fully resolve the issue, or the caller asks for a human, it opens a tagged ticket in Intercom and tells the caller a specialist will follow up.

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\n 01 · COMPONENTS\n

The three pieces.

One voice agent, a thin backend standing in for Benepass's side of the integration, and your existing Intercom, used live.

THE VOICE AGENT · \"ADAM\"

Runs the live call

A Vapi voice agent on a dedicated phone number. It handles speech-to-text, understanding, the conversation itself, the tool calls, and all of the telephony.

INTEGRATION SERVICE

Benepass's side of it

A small backend standing in for Benepass's systems. It exposes a few endpoints the agent calls: member verification, tool dispatch, and the end-of-call webhook.

INTERCOM

Your help center & ticketing

Used live. The demo workspace has 99 of Benepass's real help-center articles imported. Tickets and contacts are created through Intercom's API during calls. Nothing is pre-populated.

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\n 02 · TRY IT\n

Call it yourself.

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john@google.com

John Miller

Sample member

mike@yahoo.com

Mike Davis

Sample member

nick@outlook.com

Nick Turner

Sample member

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\n 03 · CAPABILITIES\n

What the agent can do, and the API behind each.

Everything uses standard REST APIs with an access token. No custom Intercom app or engineering build is required on Benepass's side.

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Capability	API it calls
Verify the caller by work email	Integration service: `POST /verify-email` (checks the member directory)
Answer from the help center	Intercom Articles API: `GET /articles/search?phrase=<query>&state=published`
Escalate to a person (open a ticket)	Intercom Tickets API: `POST /tickets`
Log every call	Intercom Tickets API, triggered by Vapi's end-of-call webhook

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\n 04 · CALL FLOW\n

How a call runs, end to end.

Five steps. A mid-call escalation and the end-of-call log are de-duplicated to one Intercom ticket per call.

Dial

The caller dials the Vapi number and the voice agent answers.

POST /verify-email

Verify

Looks the work email up in the member directory and returns name and employer, or \"not found,\" in which case it ends the call politely.

GET /articles/search

Answer

Searches Benepass's live help center and answers from your actual published articles.

POST /tickets

Escalate

Files a ticket tagged \"Escalated to Human\" with the issue summary and a link to the recording. The contact is found or created by email.

POST /webhook

Log

On every call end, Vapi posts a report that files one ticket tagged \"AI Resolved\" or \"Escalated to Human.\"

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\n 05 · INTERCOM SETUP\n

How Intercom is set up for the demo.

All of this maps onto your existing Intercom in production. The only demo-specific step is importing the help-center content.

Help center content

~99 of Benepass's public help-center articles imported as Intercom Articles, so the agent answers from your own content. In production this is just your existing help center, with no import step.

Ticket structure

Attributes added to the ticket type: Issue Type, Resolution, Language, Source, so every ticket is tagged and easy to report on. Resolution is either \"AI Resolved\" or \"Escalated to Human.\"

Contacts & tickets

Both created live through Intercom's APIs as calls come in. Nothing is pre-seeded, and a first-time caller is added automatically.

Standard APIs only

Everything uses Intercom's REST API with an access token. No custom Intercom app or engineering build required on Benepass's side.

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\n DEMO SCENARIOS\n

What to try on the call.

SELF-SERVICE

A benefits question

Ask something like \"Can I use my card abroad?\" The agent answers from the help center and resolves it without a person.

A DIFFERENT TOPIC

Another area of content

Try \"What receipt do I need for a reimbursement?\" It covers a different part of the help center.

ESCALATION

Ask for a person

Ask for a human, or raise something it can't fully resolve. It files a tagged ticket and tells you a specialist will follow up. Watch it appear in your Intercom inbox.

Thanks for trying the Benepass × Vapi voice support demo.

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Voice AIphone support.

Three things, on every call.

The three pieces.

Call it yourself.

What the agent can do, and the API behind each.

How a call runs, end to end.

How Intercom is set up for the demo.

What to try on the call.

Voice AI
phone support.

History