How I Use Vapi as a Customer Support Agent

Imagine having a conversation with an AI that feels as natural as talking to a friend. That’s what Vapi promises. Vapi is a modern voice assistant powered by artificial intelligence that goes beyond the usual “set a timer” or “what’s the weather” kind of tasks. It’s designed to understand you, talk to you, and help you in ways that feel easy, personal, and—most importantly—human.

Vapi is an AI-powered voice assistant that developers can integrate into their apps, tools, and services. But what makes it special is that it’s not just another chatbot with voice. It’s conversational, real-time, and highly customizable. Vapi can listen, process, and respond to human speech naturally and quickly.

Let’s say you run a healthcare app or an education platform. With Vapi, you can add a voice assistant that talks to users like a human tutor or a helpful nurse. It doesn’t just repeat pre-programmed lines—it actually thinks before it speaks, making the experience smoother and more helpful.

Most traditional voice assistants are great for short, command-based tasks. Vapi, on the other hand, shines in longer conversations. It keeps track of what you’re saying, understands the flow of the dialogue, and responds appropriately—even if you interrupt it or go off-topic. This makes interactions feel more fluid and real.

Another big plus is how easy it is to integrate. Developers love that they can add Vapi to their apps with just a few lines of code. And since it works with any large language model (like OpenAI or other open-source models), you can customize the voice assistant to match your brand’s voice and tone.

To get started with Vapi, you will need to sign up using your Gmail or GitHub account. Once you are logged in to the Vapi dashboard, you will have multiple options to create your assistant: either using the templates provided or creating your own template.

Multiple options are available for selecting a model or provider. Additionally, users can customize their assistant with settings like the initial message, token limit, and system prompt to suit the specific task or use case. For this tutorial, I’ve set up a system prompt that acts as a customer support agent for my oversized T-shirt brand.

Furthermore, users can customize the assistant’s voice and transcription settings—and even upload their own voice to create a clone, making the assistant sound more personal and lifelike. Once you’re satisfied with all the settings, simply click the Publish button—and that’s it! Your assistant is now ready to start chatting with you.

With Vapi’s @vapi-ai/web package, adding a real-time voice assistant to your web application is straightforward. You just need to install the package and either provide an assistant configuration inline or use a predefined assistant ID:

vapi.start({
  model: {
    provider: "openai",
    model: "gpt-3.5-turbo",
    messages: [
      {
        role: "system",
        content: "You are an assistant.",
      },
    ],
  },
  voice: {
    provider: "11labs",
    voiceId: "burt",
  },
});

vapi.start('your-assistant-id');

To use Vapi in your web application, you’ll need to provide your public API key, which you can easily find in the API Key section of your Vapi dashboard.

Feel free to check out the resources section for more details about using Vapi in your web application.

Vapi isn’t just about voice, it’s about bringing a human touch to AI conversations. Whether you’re building apps for business or personal use, having a smart, responsive voice assistant can make a big difference. And with tools like Vapi, that future isn’t far off; it’s already here.

• @vapi-ai/web package official page
• Voice AI Agents