Prepared for
AI Voice Agent · Live Prototype Available

Your passengers deserve
an AI that never misses a call

Neural AI proposes a custom-built AI voice agent for Aero Italia's Sardinian call centre — intelligently handling 60–70% of inbound calls, with seamless handoff to your 20 human agents when needed. Built on OpenAI's Realtime API. Not a platform. Yours to own.

▶
Live Prototype — Try it now
aeroitalia.pages.dev
60–70%
Calls handled by AI
24/7
Availability
IT + EN
Languages (Phase 1)
6–8 wks
To first live call
Custom
Built — not a platform
Executive Summary

The opportunity at a glance

Aero Italia's Sardinian call centre is the first and last impression your passengers have. An AI voice agent lets your team focus on complex, high-value interactions — while the AI handles the volume.

✈️

Built for airlines

A conversational AI trained on Aero Italia's own flight data via API integration — answering availability, bookings, delays, refunds, and T&C queries with precision, in Italian and English.

🤝

Intelligent human handoff

When a caller needs a human — emotionally, legally, or operationally — the AI knows. It summarises the call, routes to the right agent via 3CX, and transfers context seamlessly.

🛡️

Enterprise-grade security

EU data residency, GDPR-compliant architecture, and delivered by Veracloud — Microsoft Partner of the Year 2025 and ISO 27001 certified. Your passenger data stays in Europe.

🚀

Prototype already built

This isn't a pitch — it's a continuation. A working prototype is live and accessible today at aeroitalia.pages.dev. Phase 1 begins with a proven foundation, not a blank canvas.

Already Built

A working prototype is live today

Before this proposal was written, Neural AI built a fully functional voice agent prototype for Aero Italia. You can call it, converse with it, and test its responses — right now.

  • ✔

    Live voice interaction

    Real-time speech-to-text and text-to-speech powered by OpenAI Realtime API

  • ✔

    Flight queries answered

    Connected to sample flight availability data matching Aero Italia's route network

  • ✔

    Italian & English

    Detects language preference and responds accordingly from the first utterance

  • ✔

    Handoff simulation

    Demonstrates graceful escalation to human agent with call summary

Live & Available

Aero Italia AI Voice Agent

Open the prototype in your browser and speak directly to the AI. No login required.

▶  Open Live Prototype
Try asking it
"What flights are available from Rome to Milan?"
"Can I get a refund on my booking?"
"Vorrei sapere gli orari dei voli per Cagliari"
"I need to speak to someone"
The Team Behind This

A consortium with real depth

This proposal is backed by a consortium of three specialist companies — Neural AI, Born Digital, and Veracloud — operating under the Born Group umbrella with combined revenue exceeding €10 million and over 130 people across 4 offices.

Neural AI Ltd

Malta-based AI engineering firm specialising in custom AI agents, voice automation, RAG systems, and enterprise AI integration. The team designing, building, and owning this product end-to-end.

AI Engineering Lead

Born Digital

Full-service digital agency and parent of the Born Group consortium. Serving enterprise clients across Malta and the Mediterranean including government agencies, banks, and leading brands since 2008.

Digital Strategy & UX

Veracloud

Certified Microsoft Partner of the Year 2025 and ISO 27001 accredited. Specialists in cloud infrastructure, 3CX telephony deployment, and enterprise security. Responsible for call centre integration and EU-compliant data infrastructure.

Security & Telephony Lead
130+
Employees
4
Offices
€10M+
Group Revenue
3
Malta · Cyprus · Philippines
Track Record

Trusted by leading organisations

The Born Group consortium has delivered digital transformation projects for Malta's most recognised institutions, banks, and brands.

VisitMalta
Bank of Valletta
Bortex
Frank Salt
Farsons Direct
Transport Malta
BNF Bank
Tipico
Proven Delivery

AI we've already built

Neural AI has delivered AI agent systems across healthcare, government, and customer service — in production, in Malta, and in the real world.

💊

Browns Pharmacy

AI Agent

Deployed an AI prescription and medication query agent for one of Malta's leading pharmacy chains. The AI handles customer queries about medication availability, opening hours, prescription renewals, and referrals — reducing front-desk burden during peak periods. We are currently building a voice agent PoC for Browns — an AI that answers inbound calls in both Maltese and English to handle appointment bookings across their services, including laser treatments and pharmacy operations.

Outcome

Significant reduction in routine inbound queries, freeing pharmacists to focus on clinical interactions.

🏛️

Life Events Robot

Government AI

Built in partnership with Malta's Social Security department, the Life Events Robot guides citizens through complex bureaucratic processes — births, marriages, deaths, and benefit applications — using a conversational voice AI that understands Maltese administrative processes and policy.

Outcome

Deployed at national scale; demonstrating Neural AI's ability to handle high-stakes, compliance-sensitive AI applications.

💬

Centercom Chatbot PoC

AI Chatbot

Neural AI developed a proof-of-concept AI chatbot for Centercom, a Malta-based contact centre operator. The PoC demonstrated intelligent, context-aware handling of customer queries — validating Neural AI's ability to build enterprise-grade conversational AI systems integrated into existing contact centre workflows.

Outcome

Successfully validated the AI chatbot pipeline in a real contact centre environment — directly applicable to Aero Italia's customer handling requirements.

The Problem

Why your call centre needs AI now

A 20-person call centre in Sardinia, serving passengers across Italy, faces structural challenges that human headcount alone cannot solve.

📞

Call volume spikes

Flight delays, cancellations, and booking windows generate unpredictable surges. Your team is stretched thin precisely when passengers need help most.

🌙

After-hours dead zones

Passengers don't choose to have emergencies during business hours. Every missed call after closing is a frustrated customer and potential churn.

🔁

Repetitive queries at scale

Flight availability, baggage policy, check-in times, refund eligibility — the same questions, answered hundreds of times a day. Agent time is too valuable for this.

🗣️

Multilingual pressure

Passengers call in Italian, English, and other languages. Routing and language matching adds delays and requires broader hiring.

📊

No call intelligence

There's currently no structured way to know what passengers are asking most, what's causing friction, or where operational improvements should be focused.

⚖️

Scaling costs

Hiring additional agents to match growth is expensive and slow. An AI agent scales instantly, costs a fraction per interaction, and doesn't require onboarding.

The Solution

An AI agent that speaks like your best agent

A fully custom-built voice AI — trained on Aero Italia's data, connected to your flight API, and integrated with 3CX for seamless handoff.

  • 1

    Passenger calls in

    The AI answers instantly, greets the passenger by name if authentication is active, and begins understanding the query via real-time speech recognition.

  • 2

    AI resolves or escalates

    For 60–70% of calls, the AI answers directly using live flight data, your knowledge base, and trained policies. For complex cases, it decides when a human is needed.

  • 3

    Warm transfer via 3CX

    When escalating, the AI generates a real-time call summary and transfers the passenger to the right queue in your 3CX call centre — the agent already knows the context.

  • 4

    Every call is data

    All interactions are logged, categorised, and summarised — giving you call intelligence dashboards to continuously improve operations and agent training.

Call flow
📱

Passenger dials in

Inbound call received (3CX SIP trunk)

↓
🤖

AI Voice Agent

OpenAI Realtime API · GPT-4o · RAG knowledge base

↓
✈️

Live flight data

Aero Italia internal API (availability, status, pricing)

↓
🎯

Decision point

AI handles 60–70% autonomously · escalates remainder

↓
👤

Human agent (if needed)

Warm transfer via 3CX · context summary pre-loaded

Implementation Roadmap

Four phases to full capability

Starting from the existing prototype, we build progressively — each phase is independently valuable and deployable before the next begins.

1

Prototype to MVP

Core voice agent · Flight API · Human handoff
6–8 weeks

Evolves the existing prototype into a production-ready MVP. The AI answers inbound calls, handles the most common passenger queries, and intelligently routes escalations — all connected to Aero Italia's live flight availability API.

✔
Flight availability via API/MCPLive connection to Aero Italia's internal flight data
✔
RAG knowledge baseT&C, refund policies, baggage rules, FAQs
✔
Italian & EnglishAuto-detect language and respond naturally
✔
Human handoff logicRule-based and AI-determined escalation triggers
✔
Prompt engineeringVoice tuned to Aero Italia's brand tone
✔
Call logging & transcriptsEvery conversation stored and searchable
2

Production + 3CX Integration

Live call centre deployment · Warm transfer · Monitoring
8–10 weeks

The AI takes its place in Aero Italia's live call centre infrastructure. Neural AI deploys and configures the 3CX integration, ensuring warm call transfers carry full context to human agents. Production-grade observability and uptime monitoring included.

✔
3CX SIP integrationAI connected to Sardinian call centre telephony stack
✔
Warm transfer with contextAgent receives real-time summary before answering
✔
Queue routing logicRoute to specialist agents by query type
✔
Production infrastructureEU-hosted, redundant, 99.9% uptime SLA
✔
Dashboard & analyticsCall volumes, AI resolution rate, escalation reasons
✔
Agent training & runbooksYour team knows exactly what to expect
3

Customer Authentication + Romanian

Verified interactions · Third language support
10–12 weeks

Passengers can now authenticate during the call — enabling personalised responses, booking lookups, and account-specific information without human involvement. Romanian language support added to serve crew and secondary passenger segments.

✔
Identity verification flowName, booking ref, date of birth — secure and conversational
✔
Personalised responses"Your flight AZ204 departs at 14:30 and is on time"
✔
Romanian languageThird language fully supported end-to-end
✔
Booking history queriesStatus, seat selection, ancillary services
4

Autonomous Actions

AI acts on passenger's behalf · Full automation
14–16 weeks

The AI moves beyond answering to doing. Passengers can request real changes — rebooking, seat upgrades, refund initiations — and the AI executes them directly via Aero Italia's systems, with confirmation sent via SMS or email.

✔
Flight rebookingAI modifies bookings within policy parameters
✔
Refund initiationEligible refund requests processed end-to-end
✔
Seat selection & upgradesHandled conversationally with live availability
✔
Confirmations via SMS/emailEvery action confirmed instantly to the passenger
✔
Audit trailEvery autonomous action logged with full traceability
✔
Policy guardrailsAI only acts within pre-approved rules and limits
Technology Stack

Built on the right foundations

A custom-built solution — not a third-party platform you rent access to. You own the system, the data, and the roadmap.

Voice AI

OpenAI Realtime API

Ultra-low latency speech-to-speech processing. GPT-4o handles understanding and generation simultaneously — no transcription delay, no robotic pauses.

Intelligence

GPT-4o + Custom RAG

A retrieval-augmented knowledge layer trained on Aero Italia's own documentation. The AI answers from your data, not generic airline knowledge.

Integration

API / MCP Protocol

Direct connection to Aero Italia's internal flight API — live availability, pricing, and status data available to the AI in real time during calls.

Telephony

3CX Integration

Full integration with your existing 3CX telephony infrastructure. SIP trunk routing, queue management, and warm transfer — built and configured by Neural AI, leveraging Veracloud's deep 3CX expertise and certified service.

Infrastructure

Microsoft Azure · GDPR-ready

We recommend deployment on Microsoft Azure EU-region infrastructure. No passenger data leaves the European Union. Azure infrastructure and licensing costs are outside of Neural AI's scope and can be quoted additionally.

Ownership

Custom build · Not a platform

No per-seat licensing. No vendor lock-in. The codebase is yours. You can evolve, extend, or migrate it at will — with or without Neural AI's continued involvement.

Built by Neural AI · Powered by Veracloud 3CX

3CX integration — your call centre, enhanced

Neural AI builds and configures the full telephony integration — with Veracloud, Microsoft Partner of the Year 2025 and certified 3CX experts, providing the 3CX platform and service. Together, we ensure your Sardinian call centre and the AI voice agent work as one seamless system.

  • ✔

    SIP trunk provisioning

    AI agent connected to your 3CX environment via SIP — handles inbound calls as a first-line extension

  • ✔

    Intelligent call routing

    Direct calls to the right human queue based on query type, language, or priority — reducing hold time

  • ✔

    Warm transfer with context

    Agent receives a live summary screen before they pick up — no passenger repeats themselves

  • ✔

    Call recording integration

    Recordings stored alongside AI transcripts — full compliance and quality assurance capability

  • ✔

    Fallback & failover

    If the AI is unavailable, calls route directly to the human queue — zero dropped calls

How a call flows through 3CX
1

Inbound call arrives

Passenger dials Aero Italia's call centre number — routed via 3CX SIP trunk

2

AI extension answers

AI voice agent picks up instantly — no hold music, no IVR tree

3

Resolution or escalation decision

AI resolves ~65% of calls autonomously; flags remainder for transfer

4

Warm transfer initiated

3CX routes to correct agent queue; context summary pushed to agent screen

5

Agent takes over

Human agent has full call history — passenger doesn't repeat a word

Security & Compliance

Enterprise security by design

With passenger data at the centre of this system, security is not an afterthought. Deployed on Microsoft Azure, with Veracloud's ISO 27001 framework and Microsoft Partner of the Year expertise ensuring compliance from day one.

🏆

Microsoft Partner of the Year 2025

Veracloud holds Microsoft's highest partnership tier — ensuring Azure-hosted infrastructure is correctly provisioned, monitored, and compliant from day one. Azure infrastructure costs are outside Neural AI's scope and quoted separately.

🔒

ISO 27001 Certified

Information Security Management certification held by Veracloud — audited annually against international standards for data handling, access control, and incident response.

🇪🇺

EU Data Residency

All passenger audio, transcripts, and booking data remain within EU-region cloud infrastructure. No data is processed or stored outside Europe.

⚖️

GDPR Compliance

Data minimisation by design. Passengers are informed of AI interaction at call start. Right-to-deletion and data portability handled in the architecture from Phase 1.

🔐

Encrypted in transit & at rest

All call audio, transcripts, and API communications are encrypted using TLS 1.3 in transit and AES-256 at rest. No data is transmitted in cleartext.

📋

Access control & audit logs

Role-based access for Aero Italia's internal team. Every administrative action, configuration change, and data access event is logged and auditable.

As an airline registered in Malta and operating under Italian and EU regulatory frameworks, Aero Italia is subject to NIS2, GDPR, and ENAC guidelines around passenger data. Neural AI and Veracloud will ensure the AI voice agent is compliant with all applicable EU data protection and aviation sector requirements from day one.

Project Timeline

From kickoff to full capability

Each phase is independently deliverable. Aero Italia benefits from Phase 1 well before Phase 4 begins.

Phase Key Activities Duration Milestone
Phase 1
Prototype → MVP		 API integration, RAG build, language tuning, handoff logic, call logging 6–8 weeks First AI-handled live call ✅
Phase 2
Production + 3CX		 3CX SIP integration, warm transfer, queue routing, monitoring, agent training 8–10 weeks AI live in call centre ✅
Phase 3
Auth + Romanian		 Identity verification, personalised responses, Romanian language support 10–12 weeks Authenticated AI calls ✅
Phase 4
Autonomous Actions		 Booking changes, refund flows, seat selection, confirmation system, audit trail 14–16 weeks AI takes actions ✅
Total (sequential) 30–38 weeks Full autonomous AI call centre

Phases 2–4 can be initiated before the previous phase closes depending on team capacity and client readiness. Timelines are estimates and subject to API access, environment setup, and feedback cycles.

Investment

Transparent, phase-based pricing

Each phase is priced independently. Phase 1 reflects a discount acknowledging that a working prototype already exists and reduces discovery and build time.

Phase 1

Prototype → MVP

€9,500
Discounted — prototype already built
6–8 weeks · Flight API, RAG, handoff, Italian & English
Phase 2

Production + 3CX Integration

TBD
To be scoped following Phase 1 MVP
8–10 weeks · Live call centre, warm transfer, monitoring
Phase 3

Authentication + Romanian

TBD
To be scoped following Phase 1 MVP
10–12 weeks · Identity verification, personalisation, Romanian
Phase 4

Autonomous Actions

TBD
To be scoped following Phase 1 MVP
14–16 weeks · Booking changes, refunds, confirmations

Monthly SLA & Support

Post-delivery SLA and support costs are TBD and will be scoped based on the level of support Aero Italia requires — ranging from monitoring-only to fully managed. Onsite support, if required, is available at an additional fee to be quoted separately. A support proposal will be prepared following completion of Phase 1.

Third-Party API Costs (OpenAI) — estimated separately

OpenAI Realtime API usage is billed directly to Aero Italia or passed through at cost. Based on approximately 50 inbound calls per day, 70% handled by AI, with an average call duration of 4 minutes, estimated OpenAI costs are approximately €800–€1,500 per month depending on actual call volume and handling rate. These costs scale linearly with volume and decrease as AI efficiency improves.

3CX licensing, SIP trunk costs, and telephony infrastructure are excluded from Neural AI's scope and are managed directly by Veracloud under a separate agreement.

Assumptions

What this proposal is based on

The following assumptions underpin all timelines and pricing. Material changes to these may require scope reassessment.

Commercial Terms

How we work together

Payment Terms

50% upon project kickoff, 50% upon phase completion and delivery sign-off. Monthly SLA and support billing terms to be agreed upon engagement.

Intellectual Property

All code, models, and systems built for Aero Italia are owned by Aero Italia upon final payment. Neural AI retains no licensing rights over custom deliverables.

Confidentiality

Both parties agree to standard NDA terms. This proposal is confidential and intended solely for Aero Italia's internal evaluation.

Change Requests

Changes to agreed scope are managed via a lightweight change request process. Minor changes within phase scope are absorbed; material changes are quoted separately.

Validity

This proposal is valid for 30 days from the date of issue. Pricing may be subject to revision after this period.

Governing Law

This agreement is governed by the laws of Malta. Disputes are subject to Maltese courts unless otherwise agreed in writing.

Get in Touch

Ready to move forward?

Try the live prototype, schedule a call, or send us your questions. We're ready to start Phase 1 as soon as you are.

MG
Matthew Galea
Managing Director, Neural AI Ltd
✉ matthew@born.mt ▶ View Prototype ↗ neuralai.mt